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Home Depot gets CRM systems

Avaya Inc., Markham, ON has been chosen to supply multi-channel customer relationship management (CRM) systems to Home Depot's new customer contact centres.Using Avaya's Interaction Management solutio...


November 1, 2001  


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Avaya Inc., Markham, ON has been chosen to supply multi-channel customer relationship management (CRM) systems to Home Depot’s new customer contact centres.

Using Avaya’s Interaction Management solutions, the home improvement retailer plans to link to multiple, existing databases in local stores, deliver the information to agent desktops in regional customer support centres, and enable agents to seamlessly respond to customers using any communication medium.

Avaya says customers contacting the company through other channels, including telephone and e-mail, will also receive more efficient and accurate service, with little or no time spent on hold or waiting for a response.

“We have approximately a million products in more than 1,200 stores, with numerous databases kept at the stores for things like product orders, delivery and installation schedules, tool rentals or promotional events,” says Ed Buter, Home Depot’s Senior Manager – Information Services. “Our challenge is to get this information to the agents while quickly and effectively integrating all channels of communication into a system that supports the business.”

Home Depot’s first new customer contact centre is scheduled to open in September in Tampa, FL, and will employ up to 1,000 agents. All calls to local Home Depot stores in the company’s Southern Division (Florida and southern Alabama) will be answered by agents in the Tampa centre, who will be able to access specific information relative to each location.

Stream shakes hands with O&Y

Toronto-based broadband service provider Stream Intelligent Networks Corp. has entered into an agreement with O&Y Enterprise, a division of O&Y Properties Inc, and Canada’s largest third-party commercial real estate services company.

The agreement gives owners of buildings managed by O&Y Enterprise in the Greater Toronto Area and across Canada, the ability to offer their tenants access to Stream’s facilities-based next-generation broadband networks over a hybrid fiber/wireless architecture. Stream says this means that regardless of the amount of bandwidth a tenant requires, and where in the world their data needs to flow, the network will be able to provision the clients’ needs.

“Because no two tenants in a building are alike, our goal is to offer each one a comprehensive list of innovative, efficient and cost-effective resources from which to choose,” says Moshe Wertheim, Senior VP, Innovations and Technical Services at O&Y Enterprise.

In addition, customers will have access to any service providers, including ISPs, ASPs, video streaming services, business recovery services and storage area networks.

SR Telecom inks $100 million deal with Saudi Telecom

SR Telecom Inc. of Montreal has signed a five-year, $100 million frame supply and services contract with Saudi Telecom Company (STC), the national telecom carrier of Saudi Arabia.

During the first phase of the contract, which is worth over $35 million, SR Telecom will provide capacity for telephone service to some 24,000 subscribers. This initial phase is expected to be complete by November 2002.

SR Telecom will supply its point-to-multipoint fixed wireless access systems for rural telephony on a turnkey basis. The project will be conducted in conjunction with SR Telecom’s local partners, who will perform all local construction works.

Additional phases are expected on a regular basis as STC finalizes and implements its plans for continued expansion.

TELUS Mobility launches wireless networks in Winnipeg

National wireless provider TELUS Mobility has announced the expansion into Winnipeg of its two digital wireless networks — TELUS Mobility PCS and the Mike network.

With an initial investment of more than $22 million, the first phase of the company’s launch will offer digital PCS and Mike coverage throughout the city of Winnipeg, providing digital service for approximately 650,000 area residents and analogue service throughout the rest of the province. Phase two of the expansion will provide digital network coverage in and along the highways between the cities of Brandon, Portage, La Prairie, Stonewall, Selkirk and Steinbach.

PCS clients will also have access to digital and analogue wireless service across Canada and wireless roaming across the United States.


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