Lucent Technologies opened a state-of-the-art Customer Contact Center (CCC) located within its Global Network Operations Centre (GNOC) in North Ryde, Sydney. Lucent also announced that Macquarie Telecom, a leading supplier of Information and Communications Technology (ICT) solutions to the business and government markets, would be the first Contact Center customer. Macquarie Telecom plans to use the Lucent CCC to offer its business and government customers throughout Australia and Southeast Asia high-level technical customer support with advanced network diagnostic tools.
The Australian GNOC is the first Lucent facility that supports a fully-optimized and integrated hosted customer contact capability. Lucent has partnered with a leading call center integrator, Integ Communications, to boost its expertise in advanced contact center technologies. Integ has been instrumental in the development of the CCC through its contact center software and hardware, design and consulting.
Lucent Worldwide Services also has three other GNOCs in Denver, Colo.; Hamilton, New Zealand and in Hilversum in the Netherlands.
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