News - GlobalConnect in the media

Solutions integrator selected to enable RAA to reach out to a broader customer base

SYDNEY, Australia, 25 August, 2010 –The Royal Automotive Association (RAA) today selected GlobalConnect Australia to manage a contact centre expansion that will create tighter telephony integration and a future-proof platform for adding new features such as speech recognition and self service applications designed to meet the motoring related needs of its South Australia wide customers.

Established in 1903, RAA provides extensive motoring services from insurance and security to road safety awareness. RAA decided to look for an organisation with the ability to protect and grow its technology investments and GlobalConnect was selected as the right partner with the ability to demonstrate a compelling strategic roadmap based on RAA’s needs. RAA evaluated other organisations, including its provider at the time, yet GlobalConnect was selected ahead of the others.

GlobalConnect has a proven track record in the motoring and insurance industries, with long established relationships working with recognisible organisations such as NRMA and several taxi companies. The solutions integrator will upgrade and expand the existing Avaya contact centre infrastructure to create a future-proof environment capable of delivering exceptional customer service as well as seamless integration with various mission-critical back-end systems – insurance management, dispatch and security surveillance.

Aaron Smith from the Royal Automobile Association said, “We handle customer requests, enquiries and process urgent claims for a significant number of South Australian’s, and rely on technology to underpin our customer service strategy.  We turned to GlobalConnect to maximise our investment in the Avaya contact centre technology and create a clear roadmap for expanding our customer service capabilities to include such initiatives as speech recognition and self service. We are extremely impressed by GlobalConnect’s industry experience and already the service delivery has been outstanding.”

Pushkar Taneja, managing director, GlobalConnect Australia said, “We look forward to leveraging our relevant industry expertise to enable us to drive a best practice contact centre strategy with the specific applications required by RAA to improve its customer service and responsiveness - now and in the future.”

The project is due to be completed on time and within budget at the end of August 2010.

 

About GlobalConnect Australia
GlobalConnect Australia is a leading solutions integrator - with access to more than 350 accredited engineers and broad capabilities across telephony, networking, wireless, videoconferencing and contact centres. GlobalConnect specialises in providing leading Australian companies with a comprehensive suite of converged solutions, advanced delivery and unequalled support services.

GlobalConnect Australia partners with leading technology providers including Avaya, ShoreTel, Juniper Networks, Aruba Networks, Verint Systems, Telstrat and other contact centre enabling solutions. For further information, visit http://www.globalconnect.com.au

For more information, contact:        
Linda Motherwell    
Marcomms Manager
GlobalConnect Australia
+61 2 9886 1021   
lmotherwell@globalconnect.com.au

 

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