IT management software vendor CA is using Verizon Business to build a private IP network for more than 12,000 staff across 35 countries, including Australia.

Stephen Savage, senior vice president and CIO at CA, says Verizon will transform CA’s global contact centre and enterprise operations with its new unified communications and collaboration (UC&C) solution.

“The new call centre environment will integrate voice over IP (VoIP) and UC&C to help CA fully leverage its personnel in the U.S., Europe and Asia-Pacific so the company can become even more responsive to its customers’ needs.
 
“It will also enable CA call centre agents to telework – conduct business at locations other than a traditional call centre – enabling CA to quickly mobilise its workforce and maintain continuity of business operations in the event of unforeseen circumstances.”
 
According to Savage, the new IP communications platform will enable CA to set a “new standard for customer service -- even as we achieve significant operational and cost efficiencies.”
  
“The platform will also enable CA to continue to innovate by providing customers with new types of value-added multimedia, IP-based support services in the future.”

Verizon Business says it will deploy the new UC&C solution to enhance mobility and productivity for CA’s global employees through expedited communications among an extended enterprise of customers, suppliers and partners.
 
Blair Crump, group president of worldwide sales for Verizon, says that “by taking advantage of ‘presence’ - the status of an end-user's online or phone availability - and other advanced UC&C tools, CA employees will be able to readily utilise whichever form of communication – including voice, e-mail, instant messaging, and audio and Web conferencing – is appropriate and effective for any given external or internal interaction.”
 
According to Crump, unified communications and collaboration “unleashes the real power of IP to move and manage business information -- speeding decision making and enhancing customer service,”  adding that “the beauty of this integrated solution is that it can evolve with the changing requirements of a globally extended enterprise like CA.”