Avaya wins BSkyB call centre contract

Avaya is to design and install two customer contact centres for BSkyB in Livingston and Dunfermline.

Avaya, formerly known as the enterprise networks group of Lucent Technologies, will install intelligent communications systems, including its Elite package, in the centres. The intention is to enhance BSkyB's automated pay-per-view booking process by enabling intelligent call routing and interactive voice response systems.

Mike Hughes, MD of Sky Services, said in a statement: "With the number of Sky digital customers expected to rise to seven million by 2003, BSkyB is committed to responding quickly to rapidly changing customer demands."

Last year, BSkyB's vowed to invest around £50m to upgrade its CRM facilities for satellite customers, of which it had 4.7 million at the beginning of October.