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Unified communications boost service centre efficiency

Joe O'Halloran

In a bid to transform its global contact centre and enterprise operations, IT management software giant CA has implemented a new unified communications and collaboration (UC&C) solution from Verizon Business.

In theory unified communications and collaboration (UC&C) systems can ultimately let firms become more flexible and adaptable entities enabling them to have  effective collaboration and communication with not only their user bases , but also with suppliers and customers.

However, to date a standard definition of UC& C is yet to emerge yet most would agree that UC&C allows connected individuals to gain access to a host of communication services through a single integrated interface. Yet there exist a number of key issues that need to be addressed before a UC&C solution worthy of a loose definition could be implemented successfully; this includes applications portfolios, systems integration and network reliability.

For once in the role of customer rather than IT supplier, CA will deploy a Verizon Business Private IP network integrated with Cisco's  Unified Communications Manager 6.1 platform to connect more than 12,000 CA employees in 65 locations in 35 countries. 

The new call centre environment will integrate voice over IP (VoIP) and UC&C to help CA become more responsive to its customers’ needs in the US, Europe and Asia-Pacific. CA employees will be able to choose from a variety of communication forms—such as voice, e-mail, instant messaging, and audio and Web conferencing—and select which was most appropriate and effective for any given external or internal interaction.

Call centre agents will be able to conduct business at locations other than a traditional call centre enabling CA to both mobilise its workforce and also offer a degree of business continuity in the event of unforeseen circumstances.

Stephen Savage, Senior VP and CIO at CA, hoped that the new UC&C platform would be a key enabler. He commented, “[It would] set a new standard for customer service even as we achieve significant operational and cost efficiencies. The new platform will also [provide] customers with new types of value-added multimedia, IP-based support services in the future.”


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