Apart from being Western Australia’s (WA) premier Australian Football League (AFL) club, the West Coast Eagles is also an important community organisation that has been ranked as one of the top ten brands recognised by consumers across WA. With offices in both WA and Victoria’s capital city, West Coast Eagles needed to improve interaction with its players, coaches, its administration staff and fans. The West Coast Eagles found itself facing a host of problems when its key telephone system proved unable to deal with the day-to-day influx of calls and enquiries, and mobile bills skyrocketed when staff travelled between states on business.

With the help of Avaya and its business partner Exabit communication, West Coast Eagles adopted a market-leading IP telephony and call centre solution in a move to address its urgent communication needs. The football club’s new communication solution consists of an Avaya IP Office IP406 and currently allows the running of up to 120 extensions, 30 analog extension ports enable fax and EFTPOS, along with two Avaya 5420 Digital Telephones and a unique PC-based call handling solution, Avaya Softconsole.

The West Coast Eagles’ head office in Perth is now well connected to its Melbourne outfit via an IP trunk on its Wide Area Network (WAN), and the football club is free to use varying combinations of audio, wired and wireless voice solutions over a single, centralised network. Administration managers from the Avaya IP office Compact Call Centre help the club meet its Key Performance Indicators (KPI’s) for customer satisfaction by providing a call-monitoring service.

Solution Area:
IP Telephony

Primary Solution Area:

Primary Product:
Avaya IP Office
5400 Series Digital Telephones
Avaya Softconsole
Avaya IP office Compact Call Centre

Secondary Solution Area(s):

Secondary Product(s):

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