Focusing on the financial services, communications, government, industry and retail markets, EDS ANZ offers the full spectrum of IT support and services, from IT applications and business process services to IT transformation services.

Customer service is core to EDS’ business and, with the evolution of call centres to contact centres and new Service Level Agreements needed to support multimedia contacts, EDS ANZ began looking for ways to upgrade its system to support these latest customer trends. The company decided to streamline its approach to customer service by creating a multichannel contact centre strategy, so as to improve the overall interaction experience and fulfillment of its growing customer base.

EDS ANZ decided there were benefits to be gained by installing the Avaya™ Multimedia Contact Centre Solution. The deployment aimed to increase the dynamics of EDS’ resources, significantly reduce transaction times, handle multichannel contacts seamlessly and enable the company to meet stringent Service Level Agreements and ultimately pass cost-savings on to its own customers.

With the implementation of the Avaya Multimedia Contact Centre solution across its Adelaide, Canberra and Auckland sites, EDS ANZ achieved significant cost savings – the Avaya solution leverages EDS ANZ’s existing investments in switches and IVR with an open architecture, allowing the three sites to evolve into full contact centres on a common platform. This centralised architecture has driven EDS’ support costs down. The largest single area of potential improvement has been the automation and blending of all media channels, eliminating labour intensive and error prone manual processes around fax and email handling. This significantly improved agent utilisation and efficiency.

Solution Area:
Avaya Contact Centre

Primary Solution Area:

Primary Product:
Avaya Multimedia Contact Center Solution
Avaya Communication Manager
Avaya CMS
Avaya Interactive Response
Avaya Business Advocate
Avaya Interaction Centre
Avaya Operational Analyst

Secondary Solution Area(s):

Secondary Product(s):

Available Self Service Collateral:
Case Study
Quote