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VOXCOM, a leader in the Canadian residential and commercial security industry, has complex calling and routing requirements for which speed, efficiency and resiliency must be part of the equation. It’s these requirements on which Avaya Inc., a global provider of business communications applications, services and systems, builds Intelligent Communications.
With operators trained to respond to critical emergencies for fire, duress, panic, intrusion and environmental alarms, VOXCOM monitors more than 106,000 locations across Canada. At the heart of the company’s services is the Emergency Response Centre, a call centre that relies on cutting-edge technology to provide operators with relevant information about customers, and their home or business, within seconds of receiving an alarm. This information includes type of emergency, who to contact, local public response authorities, and other critical facts.
VOXCOM’s employees include a combination of technical, non-traditional call centre agents, home agents and mobile workers. The Avaya solution extends call centre functionality across all types of agents regardless of location, enabling the company to focus on first call, fast call resolution.
VOXCOM implemented Avaya Communication Manager and Avaya Contact Centre applications — part of the MultiVantage Communications Applications portfolio. The solution provides sophisticated telephony and contact centre routing, reporting and resource management capabilities. Call recording functionality is provided by Verint, an Avaya DeveloperConnection partner.
The solution enables VOXCOM to structure levels of availability for employees and to field higher level calls to specialists. The real-time reporting and mobility capabilities inherent in the Avaya solution equips VOXCOM to better manage staff and create an HR roadmap across its agent types.
The entire solution is mirrored at VOXCOM’s disaster recovery site, which will seamlessly engage to ensure continuous communications if the primary operations facility experiences an outage or emergency of its own. Within minutes, agents can be relocated with full contact centre functionality — including access to information and directories, management and reporting tools.
"By providing VOXCOM with real-time communication capabilities, we are helping the company respond to emergencies and customer calls efficiently and reliably," said Mario Belanger, president, Avaya Canada. "VOXCOM is a great example of how we create value for our customers by providing a standards-based, communication environment that provides business insight and consistent customer service." [February 20, 2006]
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