BASKING RIDGE, N.J. - Verizon Business is helping CA, a leading IT management software company, transform its global contact center and enterprise operations with a new unified communications and collaboration (UC&C) solution.
Under the agreement, Verizon Business will provide an advanced Private IP network integrated with the Cisco Unified Communications Manager 6.1 platform to more than 12,000 CA employees in 65 locations in 35 countries. Verizon Business IT consultants will also help CA make the most of this new IP communications environment to enhance productivity and collaboration across CA's call center operations.
The new call center environment will integrate voice over IP (VoIP) and UC&C to help CA fully leverage its personnel in the U.S., Europe and Asia-Pacific so the company can become even more responsive to its customers' needs. It will also enable CA call center agents to telework - conduct business at locations other than a traditional call center - thus enabling 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 - even as we achieve significant operational and cost efficiencies," said Stephen Savage, senior vice president and CIO at CA. 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."
Verizon Business will deploy the new UC&C solution to enhance mobility and productivity for CA's global employees through expedited communications among an extended enterprise of customers, suppliers and partners. By taking advantage of "presence" (the status of an end-user's online or phone availability) and other advanced UC&C tools, CA employees will be able to readily utilize whichever form of communication - including voice, e-mail, instant messaging, and audio and Web conferencing - is appropriate and effective for any given external or internal interaction.
"Unified communications and collaboration unleashes the real power of IP to move and manage business information - speeding decision making and enhancing customer service," said Blair Crump, group president of worldwide sales for Verizon Business. "The beauty of this integrated solution is that it can evolve with the changing requirements of a globally extended enterprise like CA."
CA (NASDAQ: CA) is the world's leading independent IT management software company. With CA's Enterprise IT Management (EITM) vision and expertise, organizations can more effectively govern, manage and secure IT to optimize business performance and sustain competitive advantage. For more information, visit www.ca.com.
About Verizon Business
Verizon Business, a unit of Verizon Communications (NYSE: VZ), is a global leader in communications and IT solutions. We combine professional expertise with the world's most connected IP network to deliver award-winning communications, IT, information security and network solutions. We securely connect today's extended enterprises of widespread and mobile customers, partners, suppliers and employees - enabling them to increase productivity and efficiency and help preserve the environment. Many of the world's largest businesses and governments - including 96 percent of the Fortune 1000 and thousands of government agencies and educational institutions - rely on our professional and managed services and network technologies to accelerate their business. Find out more at www.verizonbusiness.com