CASE STUDY

The Y is a not-for-profit ( NFP ) organization that has brought essential services and support to communities in Victoria since 1853 . As part of its continued growth , the organization has expanded to more than 150 sites in Victoria , South Australia , the ACT and Queensland , including youth services , swim schools , early learning centers and recreational facilities , connecting with more Australians than ever before .

The addition of the new venues , some of which have allowed it to launch new services , saw the Y inherit multiple disparate administration , collaboration and contact center technology systems from previous venue operators which risked operational silos across the facilities impacting around 5,000 staff and volunteers .

The introduction of all-in-one communication solution Avaya Cloud Office has enabled the Y to centralize its teams and processes , which has boosted productivity and subsequently increased access to its services for the community .

Shane Riddle , the Y ’ s General Manager , Technology and Strategy , is leading the organization ’ s Digital Transformation . “ Our mission is to provide the opportunity for each person to be healthy , happy and connected . A collaborative workforce is essential in achieving this goal and ensuring communities have easy access to our youth , fitness and support services particularly during challenging times such as lockdowns ,” said Riddle .

“ Avaya was a natural fit for us as the outcomes offered by its systems align with our mission . Through better connected teams , we can increase our visibility within local communities and provide more ways for people to connect with the Y at their convenience , bringing us together even when external challenges force us apart .”

The Y recognized the need to create a consolidated communications environment to enable collaboration

62 INTELLIGENTCIO APAC www . intelligentcio . com