Vision Australia goes IP for new contact centre

Vision Australia (VA) has deployed a new contact centre based on IP technology which enables more functionality for staff who are blind or vision impaired.

The VA national contact centre is in the Sydney suburb of Enfield with its head office based in Melbourne.

IP telephony technology from Avaya is being used and system integrator NSC Group is doing the design and implementation work.

The solution includes Avaya S8500 Media Servers, IP handsets, voicemail, Avaya Elite Call Centre (CCE) software, Avaya CMS call centre reporting and administration, MessageManager fax server and Verint Impact 360 for voice recording.

CEO Gerard Menses said VA needed to find a solution that would enable it to continue to provide the best possible service to Australians who are blind or have low vision.

“NSC was able to offer a comprehensive solution designed to meet the needs of all aspects of our organisation,” he said.

Avaya G250, G350, and G450 media gateways are located in the remote sites and are linked to the head office site via Vision Australia’s existing data network.

The technology has been customised to ensure it is accessible to staff who are blind or have low vision and the CCE software is also being used to manage routing.

NSC Group CEO Craig Neil said staff working on the VA IP contact centre project underwent an induction session to experience what it would be like to be blind or have low vision.

“It was extremely enlightening to have a glimpse of some of the daily challenges faced by people who are blind and it definitely helped the team with the solution design and deployment,” Neil said.

NSC is also using Avaya software to take information normally viewed on a telephone handset and convert it to speech without the use of a screen reading application.

Contact centre staff are able to maintain high levels of efficiency as they can continue working on their desktop while attending to customer calls, according to Avaya.

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