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LINZ takes TUANZ Contact Centre Innovation Award

22 August 2003

LINZ takes TUANZ Contact Centre Innovation Award

Land Information New Zealand’s (LINZ) virtual contact centre, designed and implemented by Telecom Advanced Solutions, has been awarded TUANZ’s Contact Centre Innovation of the Year Award.

LINZ is New Zealand’s government agency for authoritative information on land surveys and ownership, topographic maps and nautical charts, with staff located at four sites in Auckland, Hamilton, Christchurch and Dunedin and two sites in Wellington.

Using its Internet Protocol network and Nortel Network’s latest telephony technology Telecom created a virtual call centre - linking customer support teams at all sites – and New Zealand’s first end-to-end IP telephony network.

“We can view and manage call volumes from a central location while drawing on the skills and expertise of staff from across our organisation, regardless of where they are located,” said LINZ Solutions Centre Manger Whetu Tangaere.

LINZ’s Landonline survey and title service provides online access to previously paper-based information and eDealing, which enables LINZ’s conveyancing customers to carry out simple transactions online. Both services have resulted in increased call volumes.

Although LINZ’s Landonline customers are still the main users of 0800 ONLINE, the agency has expanded the range of enquires that are supported to include all survey, title and record requests and billing enquiries, as well as enquiries about topographic mapping, hydrographic charting, nautical information, place names and Geographic Board information.

There are presently 56 IP phones connected to the network – 30 in the Wellington head office and 26 in five processing centres. IP telephony ensures that if the need arises, the virtual call centre can be quickly and easily increased in size by simply connecting additional IP phones to the network.

The call centre is a New Zealand first using Nortel Networks’ latest IP telephony, the Succession Communication Server for Enterprise 1000 Release 2. That means that IP technology is used from the point at which customers contact LINZ through to the IP phones which are used by LINZ staff.


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