Avaya Inc, a leading global provider of communications networks and services for businesses, today announced that Eurohypo AG, Frankfurt, a German financial services provider, has selected Avaya IP solutions for its multimedia contact centre and branch office locations.
The agreement is to be completed in two phases. The first phase covers the implementation of the Avaya Interaction Centre solution in Eurohypo`s three service centres in Germany in 2003. The second phase, planned for completion by early 2005, comprises the installation of Avaya G600 and G700 Media Gateways in the bank`s locations across Germany and Europe. The project is being managed by Telefonbau Fiebig, an Authorised Avaya Business Partner, in co-operation with consulting company partnerteams.
Eurohypo selected an Avaya Media Server for its high levels of performance and reliability, as well as for its ability to provide centralised, corporate-wide communications applications while providing management and support to the entire organisation. In addition to unifying all Eurohypo`s German branches, Avaya`s IP telephony technology will assist Eurohypo in reducing administration, maintenance and training costs by linking each branch and office onto a single network, easily manageable from one location.
The scalability of Avaya`s products also offers more flexibility to add new applications, locations and people in the future.
The Avaya Interaction Centre solution will be used to meet Eurohypo`s challenging customer service requirements, allowing for the effective personalisation, management and analysis of individual customer contacts across all communication channels (including fax, e-mail, telephone and Internet). The Avaya technology will combine Eurohypo`s three existing service centres into a single virtual contact centre enhancing the company`s resources whilst maintaining optimised customer service. Customer service representatives will have easy access to customer details at any time, via the caller`s preferred communication channel, enabling them to improve customer satisfaction through the faster and more effective handling of enquiries.
"Eurohypo`s move to converged communications represents a significant trend in the German financial services sector," said Patrick Lelorieux, president of Avaya for Europe, Middle East and Africa. "The role of reliable communications networks and the ability to deploy powerful applications consistently across the enterprise has never been as important to modern businesses, especially in information and communications dependent sectors such as financial services. By converging all its communications over a single network, Eurohypo stands to enjoy a strong return on investment, contributing to the company`s achievement of business goals through improved customer service, effectiveness and overall communications."
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Eurohypo AG, headquartered in Frankfurt (Main), emerged through the fusion of its subsidiaries Deutsche Bank, Dresdner Bank and Commerzbank in summer 2002. Eurohypo is one of Europe`s leading financial institutes for real estate and government financing. It is one of Europe`s 10 largest banks and focuses on commercial real estate financing.
Partnerteams
Partnerteams emerged through the merger of high-qualified employees of Prisma Consulting and Prisma Technology. The consulting company offers services in the areas of management and organisation, human resources management, qualification and technology. The focus lies on projects building up and optimising customer-centred organisations.
Telefonbau GmbH Fiebig + Team
Telefonbau GmbH Fiebig + Team, founded 1976, counting 42 employees as of today, is one of the largest independent system integrators in the area of telecommunications in the Rhein-Main area. As a leading system integrator for telecommunications it offers complete data and/or telecommunication systems. The company`s emphasis lies on consulting, design, realisation and maintenance of the applications and systems.
Avaya
Avaya Inc designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90% of the FORTUNE 500. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services. Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results.
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