AVAYA STRENGTHENS MULTI-CHANNEL CAPABILITY IN THE UK WITH THE LAUNCH OF NEW CHANNEL MODEL
Avaya UK, a global leader in corporate networking solutions and services, is strengthening is multi-channel capabilities in the UK with the launch of a new model aimed at offering enhanced levels of customer service and after-sales support.
Burton-based Central Telecom is one of seven new strategic alliance business partners who will handle the entire Avaya portfolio throughout the UK. This will enable Avaya to focus its efforts on the development of new high growth market opportunities in areas such as customer relationship management (CRM), unified communications and converged voice and data.
Under the new model, Avaya, which serves the enterprise voice and data market at large business and small-to-medium sized enterprise (SME) level, will transition an increasing amount of its traditional call centre and PBX business through Central Telecom and its other business partners.
Only 75 multi-national and large national accounts will now be managed directly by Avaya. All other accounts will be serviced through the newly established strategic alliance Business Partners with technical, product and marketing support provided by Avaya.
In two independent customer satisfaction surveys of 100 customers already transitioned, 92% considered that the service they received from their Avaya Business Partner was better or of the same standard as that received from Avaya.
"Our long-term strategy is to reinvest and reposition the business for growth, which means devoting additional resources and skills to addressing new software-based applications in the areas of CRM, unified communication and converged voice and data," commented John Winchester, Vice President and General Manager of Avaya in the UK and Ireland.
"Over the past two years the channel has matured both in its capability and quality of customer service. Historically there have been instances where we have competed directly with our Business Partners when selling call centres and traditional voice systems. It makes sense, therefore, to get out of their way and assist with technical, product and marketing support."
"The net result for our customers will be a broader range of services, more support and clear road-map for the future," added John.
Central Telecom was founded in 1985 and is now widely acknowledged as one of the UK's leading integrated communications and CRM specialists. The company has more than 200,000 end users throughout the UK, ranging from SME's to blue-chip and public sector organizations.
Strategic alliances with the industry's major players enables the company to deliver total communications solutions - ranging from voice, converged voice, data and messaging network services, to a range of cabling and support services.
The company provides systems integration for customers looking to build links between contact technologies and enterprise data. In addition, it supports customers with remote diagnostics, product installation, plus on-site repair and maintenance.
