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and Domino                                                                                    • • • • • • • • • • •
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Integrating Communications for a Competitive Advantage
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In today’s business world, time is of the essence: the faster you respond to customers,
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colleagues, partners and the press, the greater your competitive edge.
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Email, voice mail and fax machines have made business communications more efficient
than ever. The problem is, these technologies don’t all work all the time. Your VP of
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marketing can’t receive an urgent email while she’s waiting in line to board a plane. And
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your CIO won’t know he has a critical voice message if he’s on a two-hour conference call.
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Furthermore, managing multiple message formats has become a significant drain on              • • • • • • •                 • •         •
productivity. Each day the average office worker handles over 200 messages in as many         • • • • • • •             • • • •         •
as eleven different formats—from post-it note to pager, cell phone to fax. Managing                                     •               •
disparate modes of communication is time-consuming: just retrieving a fax takes an            • •   •   •   •   •   •   • • • •         •
average of nine minutes.                                                                      • •   •   •   •   •   •   • • • •         •
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That’s why AVT Corporation, an industry leader in Unified Messaging, has joined forces        •     •   •   •   •   •   • • • •         •
with Lotus Development Corporation, the world’s leader in messaging and collaboration,
to offer a ground-breaking solution: AVT CallXpress® for Lotus Notes® and Domino®.


CallXpress for Notes and Domino integrates all of an employee’s messages—fax, voice
mail and email—into their Notes inbox, which they can easily access via phone or Internet.


When your employees gain anytime, anywhere access to all their messages, customers
aren’t left waiting. Urgent messages don’t get delayed. Mobile workers are accessible real-
time. And, all employees spend less time managing messages and more time delivering
results.


Multiplied across an enterprise, the effects of Unified Messaging are powerful:
 • greater efficiency
 • increased mobility
 • lower operating costs
 • quicker response to customers and
   business opportunities
The sooner you get these advantages over the competition, the greater your lead.
Enhance Your Competitiveness—                                    How It Works
Cost Effectively
                                                                 Minimizing Interruptions
With CallXpress for Notes and Domino, your enterprise
realizes:                                                        It’s 9:00 AM. You have a noon deadline and more work than
                                                                 seems feasible in three hours. Answering the phone is out of
Improved customer satisfaction                                   the question, and you definitely don’t have time to run
With anytime, anywhere access to messages, customers             across the hall to check for faxes. The problem is, there is
won’t be left waiting—even if your workforce is highly           one piece of information you cannot afford to miss.
mobile or geographically dispersed. And CallXpress for
Notes and Domino is the only Unified Messaging solution          With CallXpress for Notes and Domino, you don’t have to
that includes interactive voice response (IVR) customer call     answer the phone or leave your desk. All of your mes-
management. This allows you to route and respond to calls        sages—faxes, voice mail and email—appear in your Notes
more efficiently, ensuring that your customers receive timely    Inbox. It only takes a quick glance to see what types of
and accurate responses.                                          messages are waiting and who they’re from.

Increased efficiency
Unified messaging significantly reduces the time
employees spend on the process of communi-
cating. Mobile workers using CallXpress for
Notes and Domino for example, can retrieve
email and fax messages by phone, rather than
searching for a fax machine or a place to log on.
This has proven to yield an average time
                                                                                                                          Phone
savings of 40 percent.                                                                                                    Message

Reduced Costs.
Simplified IS administration: A single unified
system takes less time to manage than three or
more separate ones, lowering the cost of
training and support. For enterprises using
Lotus Notes and Domino Server, CallXpress                                                               Fax Message
Unified Messaging can be managed from an
admin client.

                                                                            Lotus Notes inbox with CallXpress
Least-cost routing: You will lower your long distance costs
with our comprehensive dialing system, which routes faxes
over the Internet instead of public switched telephone
networks.                                                           “CallXpress for Notes and Domino has been a vital tool in
                                                                    allowing us to work more effectively. Being able to listen to
Quick Returns                                                       Notes email over the telephone is a huge advantage for our
With CallXpress for Notes and Domino, you don’t have to             traveling employees— now they can check and respond to
wait for an ROI: through increases in productivity, lower cost
                                                                    messages without lugging their laptops around searching for
of management and reduced long distance carrier charges, a
                                                                    an Internet connection.”
company with 200 CallXpress seats gains back the cost of
implementation in an average of 67 days.
                                                                                                                        Carl Bonner
                                                                                                                Vice President, MIS
                                                                                                                    Post Properties
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                                                                        Voice                                              • • •       •
                                                                        Message
                                                                        Playback/         • • • • • • • •                      •       •
                                                                        record screen     • • • • • • • •                  • • •       •
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Voice Mail Agility                                            Fluid Customer Management

Let’s say the message you need comes in a voice mail.         CallXpress for Notes and Domino also includes a call
When you click on the message, a window opens with            management application, which displays incoming callers’
playback controls.                                            identities and the nature of their calls. This allows employ-
                                                              ees sharing inbound calls to view all calls in queue. Informa-
You can record a voice response or forward the message to     tion on the caller from your personal information manage-
someone else, just as you would on a phone. Or you can        ment program or database is also displayed, allowing calls to
take advantage of additional options:                         be routed for optimal service.
 • send an email response
 • send a voice response to multiple recipients
 • deliver your voice message over the Internet
    to avoid long-distance phone charges
 • combine different types of messages, e.g.,
    forward a fax or email with a voice message
    attached

Seamless Mobility

Say you’re in the airport, waiting for a connecting flight.   CallXpress customer management application
You’re expecting an important email but it will be hours
                                                              The result? Your workgroups become more efficient, and
before you reach your hotel. Not to worry: you simply take
                                                              your customers experience better service.
out your mobile phone and dial in to your Notes mailbox.

                                                              Information Flow
CallXpress for Notes and Domino tells you how many
emails, voice mails, and faxes are waiting. It reads the      Finally, CallXpress for Notes and Domino provides an
sender and subject lines to you, and lets you choose which    interactive voice response (IVR) system that can read or fax
messages to hear. Listen to a shorter email message in its    information from your database upon demand 24 hours a
entirety and send a quick response by voice. Longer mes-      day. For example, your sales force can listen to the day’s
sages that need more careful reading can be saved, for-       bookings over the phone – or receive their report as an
warded to other email addresses, or even sent to a nearby     automatic group voice message. And, your customers can
fax machine for immediate access.                             request a wide variety of information by phone or fax, day or
                                                              night.
This keeps knowledge flowing within your organization 24              Case in Point
hours a day – without adding to staff time.
                                                                      Quick Return On Investment
Case in Point                                                         Electrolux is one of the world’s leading producers of house-
Improving Customer Service                                            hold indoor and outdoor appliances, selling more than 55
                                                                      million units in over 100 countries. Seeking faster, more
With offices and manufacturing facilities in ten countries, the       cost-efficient access to messages, Electrolux implemented
Victor Reinz Division of Dana Corporation had an increas-             CallXpress for Notes and Domino.
ingly mobile workforce. Accessing voice and email from the
road was time consuming: employees had to dial into the                The Unified Messaging solution began saving the company
network from a PC to retrieve email, and then make a second            money immediately. In the past, staff had checked and sent
call to access their voice mail. Many simply waited until they         messages via a mobile long distance service. Now, employ-
arrived at their destination to check email. And the 200-plus          ees don’t have to call in for messages—they receive notice
faxes that arrived in the office each day                                                    right on their mobile telephones or
had to wait: there was no means of                                                           pagers whenever a new voice, fax or
accessing them remotely.                        “The fact that CallXpress for Notes/         email message comes in. Retrieval
                                                Domino integrated with Notes was           takes a single call. As a result,
“In order to continue providing superior                                                   Electrolux realized a savings of $495,000
                                                crucial. It allowed us to maximize our
service to our customers, it was obvious                                                   in messaging service fees almost
that we needed an advanced messaging            investment in Notes and it kept training   immediately.
system,” says Warren Smith, Director of         to a minimum, because employees are
Information Systems for Victor Reinz.           able to manage all their messages in       Savings in staff hours also added up
                                                 their familiar Notes inbox.”              fast: by reducing the amount of time
Because CallXpress for Notes and                                                           employees spent managing different
Domino integrated seamlessly with the                                                      messaging systems, Electrolux saved an
                                                                          Warren Smith
company’s Lotus Notes system, training             Director of Information Systems         estimated $132,000 in person hours.
was minimal. Victor Reinz also realized                                     Victor Reinz   Within weeks, CallXpress for Notes and
an unexpected benefit: the ability to                                                      Domino had paid for itself.
organize all correspondence by cus-
tomer. In the past, with customer messages coming in a                   Companies such as Victor Reinz and Electrolux have realized
variety of forms, tracking the process of a sale was difficult.          greater productivity, increased customer satisfaction and
Now, with all voice, fax and email messages in their inboxes,            reduced communication costs by choosing CallXpress for
Victor Reinz’s sales analysts can sort all correspondence by             Notes and Domino as their advanced messaging platform.
customer and place it in a customer service database for                 For more information about the Lotus and AVT Unified
easy, accurate tracking.                                                 Messaging solution, visit our web site at www.lotus.com
                                                                      messaging and www.avtc.com/lotus.html.




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Lotus Development Corporation, One Charles Park,
Cambridge, MA 02142 • www.lotus.com/unifiedmessaging
AVT Headquarters, 11410 NE 122nd Way,
Kirkland, WA 98034-6927 • www.avtc.com/domino.html
Call 1.800.443.0806 for more information

								
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