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