Nieuwegein - Avaya, leverancier van communicatienetwerken en -diensten aan de zakelijke markt, levert IP-telefonie en een contact center-systeem aan Arsenal Football Club (FC). De succesvolle Engelse voetbalclub, die dit seizoen de Barclaycard Premiership won, zet deze oplossingen in voor het stroomlijnen van de klantcontacten voor de thuiswinkelservice. Afgelopen jaar hebben ruim 60.000 klanten orders geplaatst; telefonisch of via de website. In de toekomst is het ook mogelijk Arsenal-artikelen te bestellen bij de thuiswinkelservice via sms of e-mail. Met de keuze voor Avaya breidt Arsenal zijn communicatiesysteem uit met nieuwe functionaliteiten voor klantrelatiebeheer, zoals 'instant' informatievoorziening en rapportagefunctionaliteit voor inkomende verzoeken en transacties. Hiermee verbetert de voetbalclub zijn klantenservice voor fans die Arsenal-artikelen, zoals voetbalshirts willen aanschaffen. Daarnaast biedt het nieuwe systeem inzicht in de verwachte groei in de vraag naar souvenirs, bijvoorbeeld als gevolg van het landskampioenschap. Avaya heeft al eerder ervaring opgedaan op voetbal-gebied. In 2002 heeft Avaya als FIFA World Cup(tm)-sponsor het communicatienetwerk voor dit toernooi verzorgd. In 2006 is Avaya FIFA-sponsor voor het WK 2006 in Duitsland.
Onderstaand vindt u het volledige Engelstalige persbericht.
Voor meer informatie:
Lammers van Toorenburg Benelux PR
Evelien van Dongen
Tel: 030 656 50 70
avaya@lvtpr.nl
Avaya Nederland B.V.
Rob de Moor
Tel: 030 609 77 41
rdemoor@avaya.com
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Premiership Champions Arsenal Choose Avaya to Lead them to the Top of the Customer Services League
Guildford, UK - Avaya Inc. (NYSE:AV), a leading global provider of communications networks and services for businesses, today announced that this season's Barclaycard Premiership winner, Arsenal Football Club (FC) will use its IP telephony and contact centre system to manage communication for the club's home shopping service. Arsenal FC wanted to upgrade its communication system to provide it with customer management capabilities, such as instant information and reporting on enquires and transactions. The system, installed by Avaya's business partner Spitfire Technology Group, will enable Arsenal FC to improve customer service for fans ordering branded merchandise, from its latest strip to Arsenal FC baby grows.
Over the last 12 months, more than 60,000 customers have placed orders for merchandise. With this increasing demand for merchandise, Arsenal FC needed a contact centre system that provides a faster, more efficient service for fans, especially during peak periods such as the beginning of the football season and Christmas. The system is linked to an electronic wallboard that allows the contact centre manager to carefully monitor calls, ensuring agents' time is used effectively and extra agents can be brought in when required.
The call management software will provide the contact centre manager with the information and reporting to track any missed calls and identify call trends. This will minimise call waiting times and help plan activities such as outbound telemarketing programs. The Avaya system provides Arsenal FC with the capability to record customer orders and enquires. This information will be used to develop training for customer service agents and respond better to the needs of the fans.
Adrian Ford, commercial director for Arsenal Football Club PLC said: "Arsenal FC has a strong fan base and the fans' support has really motivated the players this season and helped them win the Premiership. In return we want to provide fans with first class customer service. Avaya's contact handling technology is key to this strategy and will allow us to further develop our home shopping offering."
Currently, Arsenal FC offers fans the chance to order merchandise via their website (www.arsenal.com) as well. The Avaya system has the capability to support this in the future, offering customers numerous ways to contact the home shopping service including via email or SMS text message. By allowing the fans to make contact, and be contacted in the way that best suits them, Arsenal FC can provide a better service and build stronger relationships with them.
Clive Sawkins, vice-president for Avaya in the UK and Ireland commented: "Arsenal FC is looking to emulate the success enjoyed on the pitch in other important areas of its business. It is good to see that the Premier League champions value their supporters and want to provide them with premium customer service."
"The system will be monitored remotely to ensure any problems are identified and rectified as soon as possible," Tom Fellowes, sales director for Spitfire Technology Group said. "Reliability of the contact centre was an important factor to Arsenal FC in selecting the system, as any problems impact negatively on fans' experience with the Club."
Spitfire Technology Group has installed: an Avaya INDeX IPTM 400 system along with Avaya 20CC Call Centre Turrets; Avaya 2030 phones and a Spectrum wall board in the Arsenal FC home shopping contact centre. Software being used to manage calls includes: the Avaya Contact Centre Manager, Queue Manager; Agent Assist; and Integrated Messaging offerings.
Also, the training ground for Arsenal FC, which is used by both players and management, is using an Avaya INDeX IP system to manage communications.
Photography available upon request.
Notes to Editor
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 .
About Spitfire Technology Group
Spitfire has an established market presence as an integrated services provider of internet & telecommunications services to businesses within the M25. This service incorporates computer networks and telephone systems and includes system design through installation to support and all network services.
The Spitfire portfolio includes a comprehensive range of equipment and services including symmetric digital subscriber line (SDSL), asymmetric digital subscriber line (ADSL), internet protocol (IP) access, private circuits, frame relay, ISDN and analogue lines as well as mobile, LAN, WAN and telephony solutions. For more information visit the Spitfire website: www.spitfire.co.uk