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Established in Singapore in 1995, Pacific Internet Limited
is the largest telco-independent Internet communications
service provider by geographic reach in the Asia Pacific
region. It has a direct presence in eight countries in
Singapore, Hong Kong, China, the Philippines, Australia,
India, Thailand and Malaysia.
Pacific Internet’s previous infrastructure was supported
by different vendors and could not provide the business
continuity support or disaster recovery capabilities
it needed. To support its growth, Pacific Internet decided
to revamp its existing voice and call center infrastructure
in South East Asia. It needed a cost-effective, flexible
and reliable IP-based solution for its contact center.
Pacific Internet decided to invest in an Avaya IP Contact
Center Solution. Centralized media and application servers
deployed in the Singapore office with Local Survivable
Processor capabilities in Malaysia and Thailand enabled
Pacific Internet to configure system settings for the
three regions remotely, leading to optimal system uptime
for Pacific Internet. Automatic Call Distribution and
the Call Management System software provided advanced
and consolidated management reports. Avaya Modular Messaging
enhances voicemail and unified messaging capabilities
for Pacific Internet users.
With the Avaya IP Contact Center Solution, Pacific
Internet can now share resources and information across
all countries, thus improving work efficiency. As the
solution is very scalable, Pacific Internet enjoys investment
protection while retaining the ability to support regional
expansion plans. They also enjoy savings in software
and hardware maintenance with the optimized use of resources.
This applies to call and toll charges as the new solution
enabled company purchases to be carried out as a group
instead of individually. IP connectivity enables more
effective communication to increase productivity and
improve operational workflow. |
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