Salmat to ditch Genesys for Avaya across all call centres

Stuart Corner
Tuesday, 29 November 2011 12:11

IT Industry - Deals

Salmat, which claims to be Australia's largest outsourced call centre operator, is to spend millions of dollars with Avaya to upgrade its call centres by replacing Genesys with Avaya technology.

Salmat will commence the rollout of the Avaya technology across all of its contact centre operations in February 2012.
 
According to Salmat, "The new deployment encompasses a broad suite of Avaya technology and expertise and will increase the current engagement and service capabilities of Salmat's contact centres. Customer interactions will be consistent across multiple channels including phone, e-mail, chat, SMS and social media, giving customers a superior contact centre experience."
 
It added that the new platform would "consolidate all existing features as well as introduce new and improved capabilities including self-service features, call recording and better integration with client systems, website and back office systems, to create a more refined user experience'¦For the first time, Salmat customers will be able to connect with contact centre agents via a wider range of fully-integrated communication channels and, regardless of the channel they choose, they will receive a consistent level of service."
 
According to Avaya "A key element of the project is that Avaya will be assisting Salmat to design and implement the new solution and provide managed services to Salmat including delivering agreed service level targets, maximising network performance and availability and providing monitoring and support services through on-site and remote service support engineers. The project will be managed over a five-year period by the Avaya Operations Services team."

Several recent studies have shown an increasing preference by customer to use non-voice channels to contact customer service centres. Avaya says that its 2011 Asia Pacific Contact Centre Consumer Index "revealed that already over a third of Australian consumers prefer to use other methods such as web chat and web self-service, rather than traditional phone conversations, to contact a customer service centre. This trend has been accelerating in recent years."