Avaya 'Performs' at the Royal Albert Hall in London

BASKING RIDGE, N.J. (Top40 Charts/ Avaya PR) - The Royal Albert Hall, one of the UK's most iconic buildings which welcomes world-class artists and audiences from around the world for the best in live entertainment, has deployed an Avaya Inc. IP solution to provide 'state of the art' customer service to the 1.2 million visitors that attend the venue each year.

The investment in the converged communication solution, based on Avaya Communication Manager IP Telephony platform and data network from Extreme Networks, was made as part of the Royal Albert Hall initiatives to further improve service to customers and event promoters. The new voice and data solution supports telephony requirements for users across the organization and offers advanced functionality within the Box Office contact center.

"Exceeding customer expectations is at the heart of the Royal Albert Hall's service ethos" said Sarah Woods, director of customer relations, Royal Albert Hall. "We saw the introduction of an IP Telephony solution as offering us tremendous scope in providing our customers with more choice in how they communicate with us. We receive some 520,000 calls each year through the contact center, and now we can route some of those calls to options that allow greater efficiency, especially during high volume peaks. The solution has also improved statistical information to enable us drive the productivity of operations" concluded Woods.

The design of the solution will also contribute to a reduction of the Hall's communication costs by consolidating the voice and data infrastructure into a single centralized network.

"In addition to meeting the communications demands of one of London's cultural epicentres and one of the world's largest arts organizations, the Royal Albert Hall is also operating in the highly competitive market for prestigious performing art venues and therefore a world class communications infrastructure is critical," said Buddie Ceronie, vice president, UK, Ireland and South Africa, Avaya. "Avaya has extensive experience in these areas and we are delighted to have been able to help the Royal Albert Hall meet all of its communications objectives."

The new Royal Albert Hall communication system also includes Avaya's Modular Messaging, which is designed to give users a single mail box for both mobile and fixed line phones as well as Avaya's new IP phones. Avaya's 9620 series is specifically designed for the everyday telephone user, providing just the right mix of functionality with a simple and intuitive interface, and enhancing employee productivity.