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Verizon Business said that it is helping IT management software company CA transform its global contact center and enterprise operations with a new unified communications and collaboration (UC&C) solution.

 

The agreement calls on Verizon Business to provide an advanced Private IP network integrated with the Cisco Unified Communications Manager 6.1 platform to more than 12,000 CA employees located in 65 locations in 35 countries. 

 

In addition, Verizon Business IT consultants are expected to help CA make the most of this new IP communications environment in order to enhance productivity and collaboration across its call center operations.

 

Verizon Business believes that the deployment of the new UC&C solution will enhance mobility and productivity of CA’s global employees. The deployment is expected to expedite communications among an extended enterprise of customers, suppliers and partners.

 

“Unified communications and collaboration unleashes the real power of IP to move and manage business information,” said Blair Crump, group president of worldwide sales for Verizon Business.

 

Also noting that the beauty of this integrated solution is that it can evolve with the changing requirements of a globally extended enterprise, like CA.

 

Advanced tools of UC&C such as presence—the status of an end-user's online or phone availability—will enable CA employees to utilize any form of communication required for external or internal interaction, according to Verizon officials. The communication can be done via voice, email, instant messaging, audio and Web conferencing.

 

Also, in order to help CA fully leverage its personnel in the U.S., Europe and Asia Pacific region, the new call center environment will integrate voice over Internet protocol (VoIP) and UC&C, said officials.

 

Plus, it will also enable CA call center agents to telework - conduct business at locations other than a traditional call center. Officials said that this will enable CA to “quickly” mobilize its workforce and maintain continuity of business operations in the event of unforeseen circumstances.

 

“Our new IP communications platform will enable us to set a new standard for customer service,” said Stephen Savage, senior vice president and CIO at CA, adding that the platform will also enable CA to continue to innovate by providing customers with new types of value-added multimedia IP-based support services in the future.