The U.S. Coast Guard (USCG) has deployed Avaya's unified communications and contact center solutions in its new centralized service desk in St. Louis.
This is the first project under the USCG's Enterprise Architecture Strategy, which makes use of the Avaya Aura platform. The USCG plans to evolve their existing voice infrastructure to a SIP-based unified communications architecture, the company said.
The Centralized Service Desk unifies the functions of 11 IT help desks that previously operated independently at Coast Guard locations throughout the country. The Avaya solution, comprised of Avaya Aura Communication Manager and Avaya Call Center Elite, provides the USCG with optimized call handling capabilities and enhanced reporting, improving service and support to end users.
"Avaya's communication and collaboration solutions will allow the U.S. Coast Guard to enhance service, improve functionality, and reduce costs, all the while leveraging their existing IT infrastructure," said Tim Gentry, senior vice president of civilian sales at Avaya Government Solutions, in a statement.
The Avaya Government Solutions team includes HMS, Communications Products, and American Systems Corp.