AOL Reaches Agreement with Avaya for New Contact Centers

March 11, 2005
March 11, 2005 - (HOSTSEARCH.COM) – Software provider Avaya, today announced that AOL Europe, the European business unit of America Online, Inc., has awarded Avaya a contract to provide three contact centers covering fourteen locations with IP telephony.

These new IP contact centers will enable AOL to improve the speed, cost and reliability of customer services it offers to its more than 6.3 million members in France, Germany, the UK and Ireland.

In order to accurately assess AOL's requirements, Avaya's UK-based Business Consulting team conducted an in-depth consultancy project for AOL.
Business and technical consultants from Avaya analyzed AOL's existing technology and also assessed business issues facing the company and its future plans. The Avaya IP contact center solutions were specifically developed to address the findings of this consultation. These include the simplification of AOL's telecommunication infrastructure to reduce operational issues as well as communication costs, and the implementation of skill-based routing to make better use of the existing resources for the benefit of AOL members.

"Centralization of enterprise application servers, increasing capacities in the wide area data network and the adoption of IP Telephony are associated IT developments which, if planned in association with customer service initiatives will improve business agility as well as reducing the total cost of ownership of technology," comments Steve Blood, Vice President at research and advisory firm, Gartner, Inc.

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