Salmat to implement Avaya call centre technology

Australian call centre provider, Salmat, has signed a five-year deal with Avaya for an undisclosed sum to implement a communications platform across its Australian and New Zealand operations designed to improve customer call resolution.

The platform will include Web self-service

The platform will include Web self-service, call recording options and integration with Salmat's internal communication systems. The rollout will commence in February 2012.

Salmat chief executive, Grant Harrod, said in a statement that its clients will be able to connect with contact centre agents via phone, email or the Web and receive a consistent level of service.

Under the deal, Avaya will provide managed services to Salmat just as service level targets, network performance and support services.

In August, Salmat's net profit fell 26.8 per cent in FY11 to $36 million, on investments growing the company's digital marketing business.

Revenue fell 1.8 per cent to $863 million, during underlying profit earlier investment costs fell 10.6 per cent to $42.4 million.