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Contact
Center Solution Enables IT Management Software Leader to More Effectively
and Efficiently Serve Customers Worldwide
Verizon
Business is helping CA, a leading IT management software company,
transform its global contact center and enterprise operations with
a new unified communications and collaboration (UC&C) solution.
Under
the agreement, Verizon Business will provide an advanced Private
IP network integrated with the Cisco Unified Communications Manager
6.1 platform to more than 12,000 CA employees in 65 locations in
35 countries. Verizon Business IT consultants will also help CA
make the most of this new IP communications environment to enhance
productivity and collaboration across CA¡¦s call center operations.
The
new call center environment will integrate voice over IP (VoIP)
and UC&C to help CA fully leverage its personnel in the U.S.,
Europe and Asia-Pacific so the company can become even more responsive
to its customers¡¦ needs. It will also enable CA call center agents
to telework ¡V conduct business at locations other than a traditional
call center ¡V thus enabling CA to quickly mobilize its workforce
and maintain continuity of business operations in the event of unforeseen
circumstances.
¡§Our
new IP communications platform will enable us to set a new standard
for customer service -- even as we achieve significant operational
and cost efficiencies,¡¨ said Stephen Savage, senior vice president
and CIO at CA. The platform will also enable CA to continue to innovate
by providing customers with new types of value-added multimedia,
IP-based support services in the future.¡¨
Verizon
Business will deploy the new UC&C solution to enhance mobility
and productivity for CA¡¦s global employees through expedited communications
among an extended enterprise of customers, suppliers and partners.
By taking advantage of ¡§presence¡¨ (the status of an end-user's online
or phone availability) and other advanced UC&C tools, CA employees
will be able to readily utilize whichever form of communication
¡V including voice, e-mail, instant messaging, and audio and Web
conferencing ¡V is appropriate and effective for any given external
or internal interaction.
¡§Unified
communications and collaboration unleashes the real power of IP
to move and manage business information -- speeding decision making
and enhancing customer service,¡¨ said Blair Crump, group president
of worldwide sales for Verizon Business. ¡§The beauty of this integrated
solution is that it can evolve with the changing requirements of
a globally extended enterprise like CA.¡¨
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