Integ Communications to keep SalesForce talking
Announcement posted by Alcatel-Lucent 13 Nov 2002
SalesForce adopts market-first Alcatel RSI solution
Integ Communications, the largest Australian-owned integrator of voice and data communication and business solutions, has been selected by outsourced call centre operator SalesForce to integrate its contact centre platforms.
SalesForce, which manages five million outbound and ten million inbound calls annually, is one of Australia's largest call centre and direct sales operators, with offices in Malaysia and New Zealand and a client base including National Australia Bank and Foxtel.
According to SalesForce, Integ was one of the few integration specialists that could ensure operational efficiency for the company's unrivalled call volume.
"The Integ solution, based on the Alcatel OmniPCX 4400, IP communication server and Genesys Telecommunications Laboratories contact centre software, will provide SalesForce with the best management option available," said Founder and Managing Director, Kevin Panozza.
"Australia is maintaining a stronghold on corporate contact centre operations and recruitment levels continue to rise - our own staffing levels have grown from 25 to 1000 staff in just eight years," he said. SalesForce, which expects the market to grow at 20 to 30 per cent per annum for the next three years, is set to mirror this growth trend forecasting a $100 million turnover for 2002.
According to Integ Communications' CEO, Mr Ian Poole, Integ's solution provides SalesForce with immense scope for growth, "Integ will install the Alcatel-based solution for SalesForce's new Sydney contact centre operations and has signed an MOU with the company to work together in the future," he said.
The solution is based on the Alcatel OmniPCX 4400 and a software application called Routing Servicing Interface (RSI). The level of integration achievable between the Genesys software used by SalesForce and Alcatel RSI is more advanced than any product on the market today. It is by utilising this tight integration that the complete routing power of the Genesys suite and the simplification of reporting and routing strategies is achieved.
Integ has also designed a backup solution to safeguard the SalesForce technology environment in its Sydney centre.
"Alcatel's hardware and software combined with our extensive contact centre experience ensures SalesForce will have accurate call reporting to allow comprehensive visibility for Sales Force's business operations," said Mr Poole.
Ross Fowler, CEO of Alcatel Australia said, "To have a leading contact centre solutions provider such as SalesForce select the Alcatel OmniPCX 4400 is a great validation of the strength of this product in the marketplace."
"Integ specialises in extending the boundaries of its client's business. Working with key partners, Alcatel and Genesys, we have designed and installed a solution for SalesForce that will save costs through optimised call flow management and reduced ongoing maintenance requirements," Mr Poole said.
"As Alcatel's sole premium partner in Australia, Integ is uniquely positioned to offer its call centre customers the award winning RSI application of the Alcatel OmniPCX 4400 and the Genesys contact centre application," Mr Poole said.
About SalesForce
Based in Melbourne, SalesForce is the one of the largest call centre and direct sales operators in Australia, with offices nationally, as well as in Malaysia and New Zealand.
SalesForce's capabilities encompass Call Centres, Direct Sales, Systems Integration and Training.
SalesForce employs a combination of superior technology, including the Genesys suite, and an 'enabling' culture, based on staff having fun, being focused and fulfilled at work, in order to deliver exceptional results for its clients.
SalesForce is currently recognised as the best call centre to work for in Australia, and among the ten best employers overall in Australia (Hewitt Associates Best Employers to Work for in Australia Study 2001).
About Integ
Integ Communications is the largest Australian-owned integrator of enterprise voice and data communication solutions and business applications. The company employs 85 people in five offices across Australia.
A strong heritage in voice communications allows Integ to offer a skillful edge in designing, integrating and supporting communications networks, call centre, contact centre interaction management, mobility and messaging solutions.
Integ Communications is a joint venture between its management team and USC Limited, an Australian listed company. For further information please contact 1300 766 620 or info@integ.net.au
About Alcatel
Alcatel designs, develops and builds innovative and competitive communications networks, enabling carriers, service providers and enterprises to deliver any type of content, such as voice, data and multimedia, to any type of consumer, anywhere in the world. Relying on its leading and comprehensive products and solutions portfolio, stretching from end-to-end optical infrastructures, fixed and mobile networks to broadband access, Alcatel's customers can focus on optimising their service offerings and revenue streams. With sales of EURO 25 billion in 2001, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com
SalesForce, which manages five million outbound and ten million inbound calls annually, is one of Australia's largest call centre and direct sales operators, with offices in Malaysia and New Zealand and a client base including National Australia Bank and Foxtel.
According to SalesForce, Integ was one of the few integration specialists that could ensure operational efficiency for the company's unrivalled call volume.
"The Integ solution, based on the Alcatel OmniPCX 4400, IP communication server and Genesys Telecommunications Laboratories contact centre software, will provide SalesForce with the best management option available," said Founder and Managing Director, Kevin Panozza.
"Australia is maintaining a stronghold on corporate contact centre operations and recruitment levels continue to rise - our own staffing levels have grown from 25 to 1000 staff in just eight years," he said. SalesForce, which expects the market to grow at 20 to 30 per cent per annum for the next three years, is set to mirror this growth trend forecasting a $100 million turnover for 2002.
According to Integ Communications' CEO, Mr Ian Poole, Integ's solution provides SalesForce with immense scope for growth, "Integ will install the Alcatel-based solution for SalesForce's new Sydney contact centre operations and has signed an MOU with the company to work together in the future," he said.
The solution is based on the Alcatel OmniPCX 4400 and a software application called Routing Servicing Interface (RSI). The level of integration achievable between the Genesys software used by SalesForce and Alcatel RSI is more advanced than any product on the market today. It is by utilising this tight integration that the complete routing power of the Genesys suite and the simplification of reporting and routing strategies is achieved.
Integ has also designed a backup solution to safeguard the SalesForce technology environment in its Sydney centre.
"Alcatel's hardware and software combined with our extensive contact centre experience ensures SalesForce will have accurate call reporting to allow comprehensive visibility for Sales Force's business operations," said Mr Poole.
Ross Fowler, CEO of Alcatel Australia said, "To have a leading contact centre solutions provider such as SalesForce select the Alcatel OmniPCX 4400 is a great validation of the strength of this product in the marketplace."
"Integ specialises in extending the boundaries of its client's business. Working with key partners, Alcatel and Genesys, we have designed and installed a solution for SalesForce that will save costs through optimised call flow management and reduced ongoing maintenance requirements," Mr Poole said.
"As Alcatel's sole premium partner in Australia, Integ is uniquely positioned to offer its call centre customers the award winning RSI application of the Alcatel OmniPCX 4400 and the Genesys contact centre application," Mr Poole said.
About SalesForce
Based in Melbourne, SalesForce is the one of the largest call centre and direct sales operators in Australia, with offices nationally, as well as in Malaysia and New Zealand.
SalesForce's capabilities encompass Call Centres, Direct Sales, Systems Integration and Training.
SalesForce employs a combination of superior technology, including the Genesys suite, and an 'enabling' culture, based on staff having fun, being focused and fulfilled at work, in order to deliver exceptional results for its clients.
SalesForce is currently recognised as the best call centre to work for in Australia, and among the ten best employers overall in Australia (Hewitt Associates Best Employers to Work for in Australia Study 2001).
About Integ
Integ Communications is the largest Australian-owned integrator of enterprise voice and data communication solutions and business applications. The company employs 85 people in five offices across Australia.
A strong heritage in voice communications allows Integ to offer a skillful edge in designing, integrating and supporting communications networks, call centre, contact centre interaction management, mobility and messaging solutions.
Integ Communications is a joint venture between its management team and USC Limited, an Australian listed company. For further information please contact 1300 766 620 or info@integ.net.au
About Alcatel
Alcatel designs, develops and builds innovative and competitive communications networks, enabling carriers, service providers and enterprises to deliver any type of content, such as voice, data and multimedia, to any type of consumer, anywhere in the world. Relying on its leading and comprehensive products and solutions portfolio, stretching from end-to-end optical infrastructures, fixed and mobile networks to broadband access, Alcatel's customers can focus on optimising their service offerings and revenue streams. With sales of EURO 25 billion in 2001, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com