Avaya updates contact centre solutions

Avaya has announced a major series of updates to its enterprise communications and contact centre solutions, which include technologies gained through the acquisition of Nortel Networks enterprise division, states ITP.net.

The company has released a range of new services and upgrades based around its Avaya Aura communications platform, which may improve collaboration within organisations and enhance customer service, while reducing the cost of solutions.

For contact centres, Avaya has introduced Avaya Aura Contact Center, originally developed by Nortel, for mid- to large-sized enterprises, which uses the SIP-based collaborative session model, to improve customer communications and introduce what Avaya describes as end-to-end experience management.

Eighty new jobs have been created in Auckland by Canon, which has set up a call centre in New Zealand, reports The New Zealand Herald.

Canon New Zealand and Australia have merged their transtasman call centre operations on Auckland's North Shore, rather than outsource the work to a low-cost country such as the Philippines, as other New Zealand firms have done in recent years.

The new centre is to be officially opened by prime minister John Key.

Call centre operator Excelior Australia says it has secured 50 new jobs for its Bendigo contact centre and will start recruitment immediately, according to ITWire.

Excelior CEO John Watkinson said the Bendigo centre had suffered considerably in the past, because it had been reliant on one major client, but his company's faith in its ability to broaden the operation had begun to pay off.

"When Excelior acquired the Bendigo contact centre in 2007 all jobs were scheduled to go as the previous operator moved the positions offshore. We have managed to keep the centre going and find some new and slightly different work for the operation."