Network Equipment Technologies (News - Alert), a global provider of multi-service network and voice exchange solutions for enterprise and government customers, today announced it has deployed its VX Series intelligent voice switch solution for Massey University.
The solution is expected to provide a “flexible and powerful contact center” for the university’s 40,000 students.
Amtel, an NET (News - Alert) partner in New Zealand, deployed the Interactive Intelligence's Customer Interaction Center (CIC) software for Massey University's National Contact Center (NCC), which serves as the frontline for the university's customer communications, according to Gerrit Bahlman, Massey University's chief information officer.
"Quite simply, we could not have moved forward with the new NCC implementation without NET's VX Series intelligent media gateways," said Bahlman.
As part of the call-center implementation, NET's VX Series switches were used to provide a standards-based approach to integrating legacy PBX (News - Alert) and VoIP solutions from Cisco Systems and Nortel (News - Alert), enabling a seamless and easy-to-manage call center environment for the NCC.
"By having worked with Amtel and NET, we will be able to successfully communicate with our user base of 39,000 plus students, 4,500 staff and the general public in ways not possible with a traditional contact center solution," said Bahlman.
The NCC was founded in 1999 as a single channel inbound call center and grew into a multi-channel inbound/outbound contact center. The core technology deployed to support the call center in 1999 was unable to keep up with the NCC's growing requirements, leading Massey to invest in a solution that could be integrated with its legacy voice infrastructure, as well as support an open-architecture model that would allow the use of SIP-based call center control and management solutions.
The VX's standards-based, single-platform architecture is designed to eliminate the cost and complexity introduced by competitive products.
"The VX Series has opened up new possibilities for enhancing business communications, and Amtel (News - Alert) quickly recognized the VX Series' potential in enabling the migration of legacy voice users to SIP-based solutions for simplified call center infrastructures and for cost-effective voice solutions for the entire enterprise," said Colin Steeples, general manager, Amtel Communications. "To top it all, NET's 24x7x365 support services organization provided a level of support we have not received from any other vendor. Our partnership with NET takes full advantage of the VX Series' flexibility and low cost, as well as NET's exceptional support organization."
Tim Gray is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To see more of his articles, please visit Tim Gray’s columnist page.