KPN, the leading fixed and mobile operator in the Netherlands, announced they have chosen Avaya, a leading global provider of business communications applications, systems and services, for its contact centre systems and software.
As part of the agreement, KPN will replace its current contact centre systems with Avaya solutions. In addition, STN, the largest outsourcer of contact centre services in the Netherlands and part of KPN, also will replace its systems with technology provided by Avaya.
Upon implementation, KPN¹s new contact centre will have over 6 500 IP connections, including licenses for Avaya Interaction Centre (AIC), an Internet protocol (IP)-based multimedia software that helps customer service agents more effectively manage customer interactions and Avaya software to streamline and enhance the systems. SNT Nederland will benefit from nearly 5 000 Avaya IP endpoints, as well as software to enhance the customer service experience.
Implementation and maintenance for both projects will be handled by Newtel Essence, a KPN subsidiary and one of Avaya¹s key Business Partners in the Netherlands. Avaya will also provide services and support to KPN over the next three years through its Avaya Global Services division.
"KPN's choice of Avaya underscores our leadership position in the contact centre market," says Chris de Jongh, MD of Avaya Netherlands. "With Avaya's Intelligent Communications solution, KPN will now consolidate its customer service operations into one contact centre in the Netherlands, an approach which will make it easier to process customer contact across multiple channels (voice, e-mail, fax or Web chat), and allow KPN to provide superior customer service during every interaction."
Marcel Otto, MD of Newtel Essence, adds: "Newtel Essence is looking forward to implementing the Avaya solutions for KPN. As an IT integrator, and contact management specialist for KPN and Avaya Platinum Business Partner, we can use our expertise to help KPN to further enhance effectiveness and cost efficiency in the field of customer service."
Avaya technology will be deployed for managing customer contact for sales and services to KPN business customers and consumers. KPN currently processes approximately 15-million customer contacts each year for its mobile and fixed telephony services as well as its internet and digital television divisions.