AA to refresh communications infrastructure

The AA is upgrading the technology it uses to interact with 15 million customers 24 hours a day

AA, the roadside assistance company, is upgrading its technology so it can interact with 15 million customers 24 hours a day, through a refresh of its Avaya-based communications infrastructure.

The company's contact centre infrastructure will be upgraded to real-time multimedia communications application Avaya Aura Communications Manager and an Avaya Call Management System.

The contact centre communications platform will support the whole of the AA, whether staff are based at one of six UK locations or at home.

“Looking to the future, we needed an expert technology partner to help us in developing our next generation, multi-channel communications infrastructure,” said Simon Brown, infrastructure services manager at the AA.

The upgrade is the result of the AA replacing its Avaya support partner of five years, Azzurri Communications, with Sabio in a three-year deal.

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Sabio will implement the new infrastructure and provide support services, including application monitoring as a service. Sabio has a Glasgow-based support centre as well as a nationwide network of engineers.

The infrastructure is being delivered using Avaya’s cloud-based platform with support from Sabio.

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