Tuesday, 14 April 2020 11:53

COVID 19: AGL Energy uses Avaya to enable remote working for contact centre agents Featured


Australian-listed energy company AGL Energy is leveraging technology from unified communications vendor Avaya to enable its office-based contact centre agents to work remotely from home in response to the COVID 19 crisis.

Avaya worked with partners Telstra and TCS to shift 1,000 AGL staff to work remotely.

“We have in excess of 1,000 agents to service our gas and electricity customers in Australia. When the coronavirus hit, we faced a huge project in getting these employees to work from home,” AGL said in a statement.

“Our partnership with Avaya, Telstra and TCS ensured AGL was able to successfully enable front line agents to work remotely in such a short time period. At a time of economic uncertainty, our customers rely on fast resolutions, so the seamless change played a key part in maintaining our services around the clock.”

Jim Chirico, President and CEO, Avaya, said, “Our immediate priority is to make a positive impact in any way we can to help our customers with business continuity, transition their workers to a work from anywhere environment and help ease the extreme emotional and mental stress this crisis is causing for their workers and their customers.”

In response to COVID-19, Avaya says it has enabled two million remote workers from 11,000 companies around the world, with these organisations using complimentary 90-day access licenses, to pivot their office-based contact centre agents to work remotely while maintaining engagement with their customers.

Avaya cites digitally integrated business services company Teleperformance - with over 331,000 employees in 80 countries - as using its technology in response to the COVID 19 crisis.

“Teleperformance remains focused on the health and safety of our employees. The well-being of our people must come first, and for this reason, Teleperformance has significantly expanded the deployment of home-based agents to now upward of 100,000 – a great option to protect employees from exposure and ensure business continuity for clients,” said Dev Mudaliar, Group CIO, Teleperformance.

“Simpler, Faster, Safer has certainly taken on new meaning in these extraordinary times, all over the world, our Work-at-Home solutions have been implemented to ensure business continuity and flexibility for Teleperformance clients. Teleperformance is pleased to partner with industry technology leaders like Avaya to help power our highly reliable and adaptable infrastructure. Avaya’s remote agent solutions have provided us the capability to rapidly mobilise home users, and deliver the same customer experience as a traditional brick and mortar contact centre.”

Germany’s Deutsche Telekom IT GmbH said it has enabled thousands of its employees to work from anywhere with Avaya technology.

“Thanks to the support from Avaya, within four days we were given the ability to enable an additional 7,000 employees at our service centers to work from anywhere,” said Jörg Meinunger, Deutsche Telekom IT.

“Our agents are now in a position to provide our customers with comprehensive advice from the home office and help them with their questions and alleviate uncertainties. This enables us to always focus on the needs of our customers, even in challenging times like the ones we are currently experiencing.”

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