PeopleSupport deploys Avaya Definity voice technology infrastructure

Avaya Inc., a leading global provider of voice and data networks to businesses, today announced that the leading Philippine outsourced contact center company PeopleSupport installed its Avaya`s Definity Enterprise Communication Server (ECS) G3r voice solution thereby scoring another important win in its Philippine operations. The win signifies Avaya`s solid position as the leading and most preferred vendor in the call center market. The multi-million peso project was announced during the recent Philippine leg of the 21-city Avaya Customer Relationship Management (CRM) Roadshow in Asia Pacific.

PeopleSupport, with headquarters in Los Angeles, US, recently invested in four Avaya Definity G3r switches to address the need for a call handling system that will allow them to easily process a daily traffic of 15,000 high-value call transactions, most of which emanate from the US and many different parts of the world. Avaya`s G3r voice technology infrastructure provides clear and quality call transmission, significantly exceeding that of calls coursed through the public network.

"As one of the leading provider of voice communications systems in the world, Avaya is proud to be instrumental in PeopleSupport`s efforts to excel in the customer economy," says Edgar Doctolero, Country Director, Avaya Philippines, Inc. "Our commitment to provide dependable, leading-edge communications solutions has been the main ingredient in our success as the number one vendor in customer contact centers in the country and worldwide." Doctolero adds, "The implementation of the Avaya Definity G3r system enables PeopleSupport to easily migrate to Avaya`s CRM solutions, which are optimally designed to provide seamless connectivity between people and information."

"The recent acquisition of the Avaya Definity G3r system has made us one of the biggest Avaya switch installation in the country," said Bong Borja, Senior Vice President, People Support Asia/Pacific Operations. "Technology is always instrumental in the quality of service we offer and Avaya`s worldwide presence, global support and widespread usage in contact centers worldwide have been the deciding factors of our preference for Avaya. Most of our clients are also based on Avaya platforms so we wanted commonality to allow us to integrate systems seamlessly."

Established in the Philippines in July 2000, PeopleSupport was initially a Web-collaboration support organization but has then since transitioned to voice support services. It is currently the only multi-touch point company with integrated services in voice, chat, e-mail and web-collaboration. The company provides support for a quarter of its US-based client base and its Philippine operations are world-class, with a technology infrastructure that surpasses standard set-ups for redundancy, security and resiliency.

The Avaya Definity Enterprise Communication Server G3r voice solution is a digital multimedia (voice, video, and data) communications system designed to meet the information movement and management requirements of business both today and in the future, across multiple independent infrastructures. DEFINITY ECS Release 10r provides an enduring architecture designed for power, performance, flexibility, and unprecedented reliability, meeting the information movement and management requirements of business - both today and in the future. The distributed switching architecture of DEFINITY ECS Release 10r enables straightforward and cost-effective integration of ATM and IP switching infrastructures, both local and wide area. ATM and IP integration can be provisioned in new systems and retrofitted to existing installed systems as needed to enhance customer value. The system is ideally suited to both standalone operations with advanced communications needs and multi-location operations.

Avaya regularly conducts its CRM roadshow to showcase technologies and products and provide its customers with updates and information on current CRM trends.