BSA Selects Tecala to Deploy IP Communications Solution for New Sydney Olympic Park Contact Centre
Announcement posted by Tecala 29 Nov 2010
Sydney, 29 November 2010 - ASX-listed BSA, a leading Australian communications and technical services company, has announced that it has selected Sydney-based ICT consulting and solutions provider, Tecala, to deploy the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center (CIC).
The decision to select Tecala and the CIC solution follows a comprehensive market review by BSA to invest in all in one contact centre automation functionality for the company’s new Sydney Olympic Park 120-seat contact centre which will open later this month.
CIC will replace BSA’s existing, aging Avaya PABX and Verint voice recording system and will improve the quality of support which it provides in managing 1,600 contractors who perform more than 120,000 jobs each month.
BSA is Australia’s pre-eminent domestic satellite and free to air installation company. It has long-term contractual relationships with Foxtel, Telstra and Optus and specialises in the installation of subscription TV, telecommunications and other technical maintenance services to domestic and corporate customers throughout Australia.
The organisation’s contact centre handles more than 5,000 calls each day in support of around 4,000 daily jobs. The centre allocates installation appointments, ensures availability of the right equipment at the right location, manages staff rostering and confirmation of rescheduled jobs.
CIC will provide BSA’s contact centre workforce with functionality for IP PBX, automatic call distribution, interactive voice response, unified messaging, desktop faxing, softphone, presence management, multi-channel recording and blended dialing.
Tony Crvelin, Infrastructure Manager, BSA, says, “The Interactive Intelligence solution offers robust, cost-effective features for disaster recovery and business continuity. At the same time, the solution is also fully VoIP-enabled and packaged straight out of the box with functionality applications such as reporting and voice mail. We were impressed with the products’ feature rich functionality and the complimentary technical and overall management skills which Tecala will also provide in ensuring a rapid, smooth deployment.
“The product’s SDK kits will also enable us to customise the solution for our own requirements and we’ll be able to publish within our own proprietary software.”
While Tecala will manage the deployment of CIC in Sydney, the solution will also be rolled out across New South Wales and Victoria via central administration functionality. Personalised extension number features will also now enable BSA to offer their contact centre staff the option of working from remote-based home locations.
“From an agent perspective, CIC’s reporting functionality will help us to better manage our contact centre staff and their performance by predicting peaks and troughs in calls, call lengths and then anticipating staff rostering requirements. We’re expecting to gain efficiencies from our workforce as a result of Interactive Intelligence which will assist in the lead up to Christmas, traditionally our busiest period of the year,” says Crvelin.
CIC includes rich functionality designed for more flexible and efficient communications, such as the ability to configure information views for faster look-ups; enhanced alerts to more easily identify incoming calls; and the ability to configure personal rules for specialist call-handling.
About Tecala
Tecala is an Australian-headquartered ICT consulting and solutions provider organisation with a core focus of delivering optimised IT infrastructure solutions for medium and large-sized private and public sector organisations.
Tecala offers full service consulting, project management, integration and procurement expertise and typically works in projects and managed services, incorporating IT infrastructure, virtualisation, storage and information management, application delivery, backup and recovery, disaster recovery, business continuity, security, Unified Communications, service desk and ICT management and monitoring. For more information Tecala can be reached at +61 2 8801 3458 or info@tecala.com.au; on the Net: http://www.tecala.com.au
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact centre automation, enterprise IP telephony, and business process automation. The company was founded in 1994 and has more than 3,500 customers worldwide. Interactive Intelligence is among Software Magazine’s top 500 global software and services suppliers, is a BusinessWeek “hot growth 50” company, and is among Fortune Small Business magazine’s top 100 fastest growing companies. The company is also positioned in the leaders’ quadrant of the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report (Feb. 22, 2010). Interactive Intelligence employs approximately 650 people and is headquartered in Indianapolis, Indiana. It has 14 offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +61 2 8918 4800 or info_aunz@inin.com; on the Net: http://www.inin.com/au-nz
This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.
Interactive Intelligence Inc. is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.
Meta-Keywords: Tecala, Unified Communications, Communication , internet phone, business phone, ip phone, Contact Center, VoIP, IP Telephony, Interactive Intelligence, System Integrator, Solution Provider, Infrastructure Optimisation, Case Study
The decision to select Tecala and the CIC solution follows a comprehensive market review by BSA to invest in all in one contact centre automation functionality for the company’s new Sydney Olympic Park 120-seat contact centre which will open later this month.
CIC will replace BSA’s existing, aging Avaya PABX and Verint voice recording system and will improve the quality of support which it provides in managing 1,600 contractors who perform more than 120,000 jobs each month.
BSA is Australia’s pre-eminent domestic satellite and free to air installation company. It has long-term contractual relationships with Foxtel, Telstra and Optus and specialises in the installation of subscription TV, telecommunications and other technical maintenance services to domestic and corporate customers throughout Australia.
The organisation’s contact centre handles more than 5,000 calls each day in support of around 4,000 daily jobs. The centre allocates installation appointments, ensures availability of the right equipment at the right location, manages staff rostering and confirmation of rescheduled jobs.
CIC will provide BSA’s contact centre workforce with functionality for IP PBX, automatic call distribution, interactive voice response, unified messaging, desktop faxing, softphone, presence management, multi-channel recording and blended dialing.
Tony Crvelin, Infrastructure Manager, BSA, says, “The Interactive Intelligence solution offers robust, cost-effective features for disaster recovery and business continuity. At the same time, the solution is also fully VoIP-enabled and packaged straight out of the box with functionality applications such as reporting and voice mail. We were impressed with the products’ feature rich functionality and the complimentary technical and overall management skills which Tecala will also provide in ensuring a rapid, smooth deployment.
“The product’s SDK kits will also enable us to customise the solution for our own requirements and we’ll be able to publish within our own proprietary software.”
While Tecala will manage the deployment of CIC in Sydney, the solution will also be rolled out across New South Wales and Victoria via central administration functionality. Personalised extension number features will also now enable BSA to offer their contact centre staff the option of working from remote-based home locations.
“From an agent perspective, CIC’s reporting functionality will help us to better manage our contact centre staff and their performance by predicting peaks and troughs in calls, call lengths and then anticipating staff rostering requirements. We’re expecting to gain efficiencies from our workforce as a result of Interactive Intelligence which will assist in the lead up to Christmas, traditionally our busiest period of the year,” says Crvelin.
CIC includes rich functionality designed for more flexible and efficient communications, such as the ability to configure information views for faster look-ups; enhanced alerts to more easily identify incoming calls; and the ability to configure personal rules for specialist call-handling.
About Tecala
Tecala is an Australian-headquartered ICT consulting and solutions provider organisation with a core focus of delivering optimised IT infrastructure solutions for medium and large-sized private and public sector organisations.
Tecala offers full service consulting, project management, integration and procurement expertise and typically works in projects and managed services, incorporating IT infrastructure, virtualisation, storage and information management, application delivery, backup and recovery, disaster recovery, business continuity, security, Unified Communications, service desk and ICT management and monitoring. For more information Tecala can be reached at +61 2 8801 3458 or info@tecala.com.au; on the Net: http://www.tecala.com.au
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact centre automation, enterprise IP telephony, and business process automation. The company was founded in 1994 and has more than 3,500 customers worldwide. Interactive Intelligence is among Software Magazine’s top 500 global software and services suppliers, is a BusinessWeek “hot growth 50” company, and is among Fortune Small Business magazine’s top 100 fastest growing companies. The company is also positioned in the leaders’ quadrant of the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report (Feb. 22, 2010). Interactive Intelligence employs approximately 650 people and is headquartered in Indianapolis, Indiana. It has 14 offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +61 2 8918 4800 or info_aunz@inin.com; on the Net: http://www.inin.com/au-nz
This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.
Interactive Intelligence Inc. is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.
Meta-Keywords: Tecala, Unified Communications, Communication , internet phone, business phone, ip phone, Contact Center, VoIP, IP Telephony, Interactive Intelligence, System Integrator, Solution Provider, Infrastructure Optimisation, Case Study