Australian-listed energy company AGL Energy is leveraging technology from unified communications vendor Avaya to enable its office-based contact centre agents to work remotely from home in response to the COVID 19 crisis.
Avaya worked with partners Telstra and TCS to shift 1,000 AGL staff to work remotely.
“We have in excess of 1,000 agents to service our gas and electricity customers in Australia. When the coronavirus hit, we faced a huge project in getting these employees to work from home,” AGL said in a statement.
“Our partnership with Avaya, Telstra and TCS ensured AGL was able to successfully enable front line agents to work remotely in such a short time period. At a time of economic uncertainty, our customers rely on fast resolutions, so the seamless change played a key part in maintaining our services around the clock.”