The new Cisco IP Telephony Wide Area Network (WAN) solution will be rolled out to seven Atradius sites across Australia and two in New Zealand. It will support up to 80 extensions and will enable Atradius to achieve efficiencies across its entire business structure
Customers calling Atradius’ Customer Support Centre (CSC) will benefit from minimised waiting times and efficient call routing to the most appropriate agent due to features such as call centre monitoring and dynamic skills based routing.
The Cisco IP solution will deliver operational efficiencies and increase productivity across the call centre via integrated voicemail, email and access to individual employee calendars. In addition, statistical information on call centre queues and the ability to add or delete agents and adjust routing of incoming calls based on agents’ skills will all be available through each end user’s Outlook client.
In addition to the head office in Sydney, there are four geographically dispersed Atradius sites in Australia: Brisbane, Melbourne, Perth and Adelaide. There are also two sites in New Zealand: Auckland and Wellington .
NetStar will deploy the core Cisco AVVID infrastructure in two phases. Phase one is due for completion by the end of February. It will begin in Sydney with the implementation of a Cisco Catalyst 4506 platform with redundant power supplies and the integration of Cisco CallManager call processing software and a third party application server.
The roll out to the remaining Atradius offices – phase two of the project – is due for completion in April this year. Cisco 2811 Integrated Services Routers, which are specifically designed to handle voice traffic, will be deployed into each remote site. These routers will connect to the Sydney-based call management software, allowing for a single point of administration across all sites.
