SOURCE: Network Equipment Technologies

Network Equipment Technologies

May 04, 2011 07:00 ET

Network Equipment Technologies Supports Telecom New Zealand's Goal to Modernize Communications

Integration With Telecom New Zealand's Existing Infrastructure Results in Lower Costs and New Levels of Customer Satisfaction and Call Center Efficiency

FREMONT, CA--(Marketwire - May 4, 2011) - Network Equipment Technologies, Inc. ("NET") (NASDAQ: NWK), today announced that Telecom New Zealand is successfully deploying NET's VX Series as the organization's strategic VoIP solution to more effectively manage call volume and agent efficiency. Operating as a media gateway, the VX Series allowed Telecom New Zealand to fully integrate the solution with its exisitng PBX environment. In addition to equipment, NET provided technical expertise that enabled the project to be deployed in a highly compressed timeframe.

NET's VX Series was used to implement an "Agents @ Home" program for Telecom New Zealand's Contact Centre representatives. By creating decentralized points of operation with Home Based Agents, while still maintaining high-quality voice paths, Telecom New Zealand increased protection for the business from natural disasters, such as the Christchurch earthquake. In addition, through the reduction of infrastructure expenditure and improved employee efficiencies, the program achieved a lower cost model for superior customer support. The implementation also met Telecom New Zealand's goal of investing in technology and automation while utilizing existing technologies.

"The NET management team partnered with us in the aftermath of the Christchurch earthquake to deliver the technology solution quickly. NET provided excellent support to the project team and did everything in their power to deliver the technology earlier than expected," said Bridgette Dalzell, Head of Outsourced Customer Care for Telecom New Zealand, and the company's business owner of the "Agents @ Home" Project. "The technical support and customer service provided by NET has been outstanding and we are incredibly grateful for their support, guidance and technical knowledge in creating a solution to get our Christchurch staff back to work quickly."

Other benefits achieved through the deployment of NET's VX Series solution for Telecom New Zealand's Contact Centres included:

  • Increased Contact Centre agent utilization -- Home Based Agents have more flexible availability, enabling the Contact Centre to meet forecasted demand more effectively, and to respond to unexpected demand more quickly.

  • Highly Skilled Workforce -- The nature of Home Based Agents opens different labor markets due to the working environment, and the removal of normal geographic limitations.

  • Effortless Customer Experience -- When interacting with a Home Based Agent, the customer experience will be indistinguishable from using a centralized call centre. Lower attrition and a higher level of engagement by Home Based Agents will further help lift the overall performance of the Retail Customer Services group in providing effortless experiences for customers.

NET's VX Series is delivering integration with Telecom New Zealand's existing PBX environment and a Genesys Enterprise Routing solution, Agent Softphone and Genesys Workforce Management. The VX Series is a fully integrated multi-service voice switch that provides high-performance VoIP communications for enterprise deployments. It interoperates with all leading PBX and IP-PBX vendor protocols, offering rapid deployment and easy installation, with minimal maintenance.

"The aftermath of natural disasters, such as the earthquake in Christchurch, is often when critical support is needed the most. We understood the urgency and importance of the early discussions with Telecom New Zealand's Application Deilvery team, and as such collaborated rapidly and efficiently through the requirements, pilot and production phases of the solution," said Maurizio Fragasso, Regional Manager for NET in Australia & New Zealand. "NET's VX Series solution is a fine example of where the right technology can enhance voice applications, resulting in tangible benefits to the business as well as to the business' customers. It was a privilege for NET to be involved in this project, and be part of such a positive outcome in a time of need."

About Network Equipment Technologies, Inc.
Network Equipment Technologies, Inc. (NET) delivers high performance networking equipment optimized for real-time communications. For more than a quarter of a century, NET has delivered solutions for multi-service networks requiring high degrees of versatility, security and performance. Today, the company is focused on providing secure real-time communications for unified communications (UC), SIP trunking, enterprise mobility, and IP-based multi-service networking. NET is headquartered in Fremont, CA and has 14 offices worldwide including the U.S., the U.K., France, the Middle East, China, Japan, Australia, and Latin America. The company sells its solutions to enterprise and government customers through a direct sales force and an international network of resellers and distributors. For more information, please visit the company's website at www.net.com.

All product and company names herein are trademarks of their respective owners.

Contact Information

  • Company Contacts:
    Network Equipment Technologies, Inc.
    Leigh Salvo
    Tel: +1.510.693.5238
    Email Contact