| Service Central Selects GlobalConnect Australia for Unified Communications |
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| Thursday, 01 November 2007 | |
  
The Avaya solution will assist Service Central to scale its customer service in line with company growth at the same time as it sets out to insource its contact centre operations and expand into Queensland and New South Wales. GlobalConnect will provide Service Central with an Avaya Communication Manager IP telephony solution which will be deployed at the organisation’s new contact centre in Coburg, Victoria. It will assist the company to scale its call centre headcount to more than 150 agents during 2008. At the same time, Service Central will deploy Avaya Contact Center Express, a multi-channel contact centre solution for both inbound and outbound customer calls with the capacity to handle consumer web, email, fax, SMS and voice communications. In addition, Avaya’s unified communications solution will enable executives and mobile sales teams to bridge calls between their desktop PC, office telephones and mobile handset and conduct point-to-point video conferencing on their laptops. Service Central was established in 2002 and aims to be the fastest, easiest and most reliable way for consumers to source providers. The company’s focus is on creating the ultimate convenience and seamless service for both customers and service providers. As part of its expansion, the company intends to recruit more than 60 people to its outbound sales force over the next year. “We reviewed several solutions but chose the Avaya-based IP telephony solution from GlobalConnect based on its business smarts and range of applications to provide our business with an effective platform to scale in the years ahead. The Avaya deployment will deliver a compelling customer service experience that is consistent with our strategy to embrace quality and empower customers,” said Ben van Parreren, Chief Operations Officer, Service Central. Service Central receives customer requests via voice calls, fax enquiries and SMS and typically uses SMS to contact tradespeople in order to follow up on jobs and quotes. The company arranges for multiple providers to call customers, rather than customers having to call providers. Service Central’s Job Enquiry System is based around the principle of capturing a consumer request, and 'narrow-casting' the request to businesses that do that exact type of work. The businesses that are interested in the work then compete for the job. An exclusive database ensures that only pre-qualified providers are registered into the system and Service Central collects, monitors and displays job-specific feedback on each provider. This further empowers consumers, enabling them to make an informed decision, as well as distinguishing quality providers. In addition, the immediacy of the system enables Service Central to update business details and remove low-quality providers. Pushkar Taneja, Managing Director, GlobalConnect Australia, said, “Service Central is a fast growing company that recognises the importance of understanding consumer requirements. We are delighted that we were selected to deploy an Avaya unified communications solution and provide the organisation with a cutting-edge competitive advantage across its entire operations.” About GlobalConnect Australia Headquartered in Sydney, GlobalConnect Australia Pty Ltd is a wholly owned subsidiary of Avaya GlobalConnect Ltd, the largest Avaya partner and reseller in the Asia Pacific region. GlobalConnect Australia develops, manages and supports converged voice and communication solutions and provides hardware, software and applications based services, including contact centre and CRM solutions, to enterprises and medium-sized organisations. The organisation offers unparalleled expertise with access to the region’s largest base of Avaya certified engineers and technicians. For further information, visit http://www.globalconnect.com.au. |
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