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Insight Marketing - Client News
Tuesday, July 25, 2006
Identity and Passport Service and NHS Careers set to benefit from Azzurri's contact centre solution

Key Components include Avaya Communication Manager, Modular Messaging and Interactive Response software

Newbury and Guildford, UK, 25th July 2006: Leading business voice and data company and Avaya Platinum Partner, Azzurri Communications today announced that one of the UK's largest contact centre outsourcers MM Teleperformance has signed a multi-million pound contract for the supply and maintenance of an Avaya IP telephony system. The solution will be implemented across its nationwide network of contact centre sites in Bristol, Ashby, Bangor (Northern Ireland) and Birmingham. Clients set to benefit from this investment include the Identity & Passport Service (IPS), NHS Careers, Sainsbury's and Volvo Cars UK.

The new multi million pound investment involves using one consistent telephony platform across all sites, improving overall quality and service delivery and making it internally easier to use, manage and support. It will also allow telephony links to clients' regional offices and also within MM Teleperformance UK and offshore locations.

Jeff Smith, chairman of MM Teleperformance comments: "With our new communications set-up we are investing in the future. We are aware that in order to stay ahead of the competition we need to provide greater flexibility for our clients. Standardising our platform and introducing some new applications will make a great difference to our offering."

MM Teleperformance's "Project Telephony Refresh" involves standardising MM Teleperformance's switch platform, introducing a single predictive dialling platform, utilising common workforce management tools and software and a single voice recording system. The project is now in its initial phase and will be finalised during the latter half of this year.

Each site is equipped with Avaya Communication Manager running on an Avaya S8720 Media Server, designed to support both digital and IP-based telephony within a distributed enterprise communications network. IP telephony is software-based technology that uses Voice over the Internet Protocol (VoIP) to transmit voice as data over a computer network.

The solution was installed with Avaya Modular Messaging, a powerful IP based voice and fax messaging platform enabling quick and effective communication between supervisors and agents.

Azzurri also installed the Avaya Interactive Response platform enabling MM Teleperformance to automate voice transactions via speech and touchtone. Avaya's Call Management System was also added, providing the information and management tools MM Teleperformance needs to monitor and analyse the performance of their call centres, showing where improvements are needed and where to take fast effective action.

MM Teleperformance will also benefit from Callmedia Advance, a single predictive dialling platform that enables maximised agent productivity by improving the quality and quantity of MM Teleperformance's outbound calls, whilst complying with the new OFCOM regulations. The Callmedia solution offers improved flexibility through seamless integration and flexible use of outbound resources.

In addition, common workforce management tools and software from Blue Pumpkin have been installed, enabling MM Teleperformance to plan and establish goals for each agent, record and measure agent performance and analyse and investigate opportunities, trends and areas for improvement.

Martin St Quinton, CEO, Azzurri Communications comments: "The contact centre industry has suffered bad press over the years, focusing on bad customer experiences. With sophisticated new technology, MM Teleperformance can improve the customer experience and that is what is most important. Through Azzurri the business will gain a better understanding of its telephony and related costs which could lead to further financial benefits."

(ENDS)
For further information please contact:
Rebecca Dean
Insight Marketing
01625 506416
rdean@insightmkt.com <mailto:rdean@insightmkt.com>

Joe Doyle
Azzurri Communications
01635 520 360
joe.doyle@azzu.co.uk <mailto:joe.doyle@azzu.co.uk>

About Azzurri Communications
Formed in June 2000, Azzurri Communications is one of the largest converged voice, data, and managed service companies in the UK. Annualised turnover is in excess of £100 million. There are circa 800 employees nationwide. Headquartered in Newbury, Azzurri currently has sales and support operations in Fareham, High Wycombe, Kingston, Birmingham, Burnley, Hull, Leeds and East Kilbride.

Partnering with leading manufacturers and networks, Azzurri provides solutions that include voice, data, networking, digital print and mobile. Azzurri also provides consultancy such as in-depth communications audits for large corporations and comprehensive telecoms management services. For further information visit www.azzurricommunications.com <http://www.azzurricommunications.com>

About MM Teleperformance
"MM Teleperformance is one of the UK's largest outsourced contact centre providers and owned by the worlds second largest outsourcer, SR.Teleperformance. For more information please visit www.mmteleperformance.co.uk <http://www.mmteleperformance.co.uk/> and www.srteleperformance.com <http://www.srteleperformance.com/>.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent 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. For more information visit the Avaya website: www.avaya.com.

 

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