Salmat to implement Avaya call centre technology

New features such as call recording to be rolled out in multi-million dollar deal

Salmat ANZ chief executive officer, Grant Harrod, with Avaya ANZ managing director, Rob Wells.

Salmat ANZ chief executive officer, Grant Harrod, with Avaya ANZ managing director, Rob Wells.

Australian call centre provider, Salmat (ASX: SLM), has signed a five-year deal with Avaya for an undisclosed sum to implement a communications platform across its Australian and New Zealand operations designed to improve customer call resolution.

The platform will include Web self-service, call recording options and integration with Salmat’s internal communication systems. The rollout will commence in February 2012.

Salmat chief executive, Grant Harrod, said in a statement that its customers will be able to connect with contact centre agents via phone, email or the Web and receive a consistent level of service.

According to Avaya’s 2011 Asia Pacific Contact Centre Consumer Index, more than a third of Australian consumers prefer to use other methods such as Web chat, rather than traditional phone conversations, to contact a customer service centre.

Under the deal, Avaya will provide managed services to Salmat such as service level targets, network performance and support services.

In August, Salmat’s net profit fell 26.8 per cent in FY11 to $36 million, on investments growing the company's digital marketing business.

Revenue fell 1.8 per cent to $863 million, while underlying profit before investment costs fell 10.6 per cent to $42.4 million.

Follow Hamish Barwick on Twitter: @HamishBarwick

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