The Global Association for Contact Center Best Practices & Networking

Brussels - September 2010 - Flemish water supply company VMW, which supplies water to around 2.6 million people in Flanders, has signed a company-wide deal with NextiraOne, a European communications expert. This is a three-year contract with possible extensions of up to a further six years. NextiraOne will supply VMW with technology and services for its contact centre, data network, IP telephony system and services. NextiraOne will utilise technology from Alcatel-Lucent to carry out the work.

VMW is the most important supplier of drinking water in Flanders. The organisation encompasses 80 production centres, 18 local service centres, four regional offices and a Brussels head office. With its head office due to relocate at the end of this year, VMW wanted to find a partner that could over its ICT management and replace and standardise its existing solutions, including the vital addition of a professional contact centre.

"Six companies submitted proposals for this project earlier this year," says Jan Hammenecker, VMW’s Director of Business Systems and Communications. "It was already clear at the negotiation stage that NextiraOne stood out from the other candidates thanks to their impressive analysis of our needs, including our contact centre requirements. The company’s knowledge in the telephony field and their relationship with the vendor Genesys/Alcatel-Lucent also played an important role in our choice. It is also important to us that NextiraOne is our sole contact point, and that they take prime responsibility for the success of the project. A further deciding factor was NextiraOne’s Network Operating Centre (NOC) which they will use to continually monitor our own network."

"The impending relocation of VMW’s head office will give the company the ideal opportunity to outsource its network management and to standardise its solutions across its widespread locations," says Ingrid De Latte, NextiraOne’s Managing Director for the Benelux. "The first challenge for NextiraOne will be to get all aspects of the data network, the contact centre, the IP telephony system and the services operational before the head office is relocated. From next year onwards, we can begin to implement the Genesys and Alcatel-Lucent solutions in the regional offices. After that, there will be a further roll-out to the other networks and VMW’s switchboards," adds Ingrid De Latte.

About NextiraOne:
NextiraOne are Europe's leading Experts in Communications and Contact Centre Solutions. We design, install, maintain and support all of our customers communications needs from voice, data and video, to mobility security and applications.

About VMware:
VMware, the global leader in virtualization and cloud infrastructure, delivers customer-proven solutions that accelerate IT by reducing complexity and enabling more flexible, agile service delivery. Leveraging VMware vSphere™, the most widely deployed foundation for cloud computing, VMware enables enterprises to adopt a cloud model that addresses their unique business challenges. VMware's approach speeds the transition to cloud computing while preserving existing investments and improving security and control. With more than 250,000 customers and 25,000 partners, VMware solutions help organizations of all sizes to lower costs, increase business agility and ensure freedom of choice.