Avaya Inc., a global leader in business communications systems, including Customer Relationship Management (CRM) technology, today announced it has won a contract to design and install an advanced communications solution for British Sky Broadcasting`s (BSkyB) customer contact centres in Livingston and Dunfermline, Scotland. The deal follows BSkyB`s announcement last year that it would lead innovation in customer service by investing approximately US$80 million to upgrade its customer contact facilities with state-of-the-art technology and processes.
Avaya will install intelligent communications systems throughout the upgraded centres, including its Elite call centre package that enables intelligent call routing and incorporates the latest interactive voice response systems (IVRs). These IVRs will be computer telephony integrated with BSkyB`s multiple databases, further enhancing, for example, the company`s ability to offer fully automated pay-per-view bookings. Avaya`s CentreVu Explorer package will enable Sky to offer a tailored and highly personalised service to its customers by providing agents with the ability to refer immediately to previous call details and requests.
As a world leader in advanced communications equipment for call centres, Avaya was selected as a key partner for BSkyB`s CRM project because of its industry-proven technology and strengths in enterprise systems. Avaya`s technology will facilitate BSkyB`s drive to deliver exceptional levels of service to its satellite customers, which totalled 4.7 million at the end of September 2000.
Mike Hughes, Managing Director of Sky Services said: "With the number of Sky digital customers expected to rise to seven million by 2003, BSkyB is committed to responding quickly to rapidly changing customer demands. Avaya`s advanced communications solution will make a valuable contribution to BSkyB`s drive to lead innovation in customer service and maintain Sky digital`s industry-leading levels of customer retention."
On average, BSkyB receives around 135,000 calls a day including requests for installation of digital satellite reception equipment, pay-per-view bookings, billing queries and sales. Avaya`s contact centre solution will help BSkyB further reinforce customer relations through highly sophisticated call handling and the ability to monitor and improve its processes for delivering exceptional customer service.
John Winchester, Avaya Vice President and General Manager, UK and Ireland said: "Contact centres increasingly represent a customer`s primary point of entry into an organisation. In fact, because of the dramatic rise in use of fax, internet, e-mail, and other communications vehicles, what was traditionally known as a call centre can perhaps more appropriately now be viewed as a customer contact centre. And that contact with the customer must continually reflect the commitment and level of service that will keep them coming back."
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Avaya
Avaya is a leading provider of communications systems for enterprises, including businesses, government agencies and other organizations. Avaya offers converged voice and data, customer relationship management, messaging, voice multi-service networking and structured cabling products and services. Avaya is a worldwide leader in sales of messaging and structured cabling systems and a U.S. leader in sales of enterprise voice communications and call center systems. Avaya intends to use its leadership positions in enterprise communications systems and software, its broad portfolio of products and services, and strategic alliances with other technology and consulting services leaders to offer its customers comprehensive eBusiness solutions. For more information about Avaya, visit its Web site at http://www.avaya.com.
BskyB
British Sky Broadcasting is a leading provider of sports, movies, entertainment and news - whose channels are received by over 9 million households throughout the UK and Eire. The launch of the UK`s first digital television service, Sky digital, on 1 October 1998, signaled the start of a new era in British broadcasting. It remains the fastest, most successful roll-out of any digital TV service in Europe, attracting 4.08 million customers at the end of September 2000.
Sky is delivering on its promise to make its compelling content available to consumers at all times - whether they`re at home or on the move. We provide sports, entertainment and breaking news via mobile phones, personal digital assistants and portals including Sky.com and Skysport.com, which have combined monthly page impressions totalling over 75 million.
Further information about Sky can be found on the internet at www.sky.com/corporate.