Vonage Chooses Avaya for Call Center Upgrade

by Sean Michael Kerner

New VoIP+IM-based solution set to double Vonage's call center capacity.

Vonage has chosen Avaya as its vendor for a new call center upgrade initiative that offers the promise of doubling the upstart VoIP provider's call center capacity.

The Avaya Communication Manager IP Telephony software and a solution based on Avaya Customer Interaction Suite are set to serve as the core of Vonage worldwide customer service operations. Financial terms of the deal were not publicly disclosed.

The solution integrates Avaya SIP based offering with Vonage own SIP-based network. Avaya only recently added SIP functionality to its call center solutions.

Beyond just voice connectivity, the SIP-based capabilities of the Avaya Customer Interaction Suite also offer the promise of additional functionality like instant messaging (IM). Avaya IM feature allows Vonage customer service agents to use the integrated presence-aware IM to get support from the disparate technical experts that are also using IM.

Vonage claims that the upgrade to its call center has already allowed it to reduce wait times and handle more calls.

"We see a dynamically scalable customer care organization that enables us to leverage resources from any location, whenever and wherever they're most needed," said Dan Bemis, senior vice president of Customer Operations of Vonage America Inc in a statement. "With Avaya real-time, right-time communications approach, we will be able to 'think globally and act locally from a customer service perspective," Bemis concluded.

This article was originally published on Thursday Jun 23rd 2005