FIFA Draws on Avaya to Create Largest Converged Communication

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FIFA Draws on Avaya to Create Largest Converged
Communication Network for the World’s Largest Sporting Event
Avaya converged communication network delivers ultimate performance at the Final Draw for the 2006 FIFA World
Cup™ Leipzig which was viewed by up to 350 million people worldwide
Avaya’s               converged      teams would play each other in
communication            network     the Finals to take place in
powered operations at the Final      Germany next summer.
Draw for the 2006 FIFA World             To ensure the exacting
Cup™ the first in a series of        requirements were met, the
events that will place extremely     converged network was
high demand on the                   developed over a period of
performance of the Avaya             nine weeks by a team of over
network throughout the FIFA          40 Avaya employees
World Cup in June, 2006. The         working on site.
Final Draw took place at the             In the weeks of run-up
Messe Leipzig conference             activities to the event, the     network from a variety of            make and receive calls, and
               center           in   Avaya network had already        locations within the Messe           use applications on either a
                      Germany        provided access and support      complex. Seven major                 desk phone or mobile handset.
                        and was      to over 500 users including      conference rooms were fully          The network was fully
                          viewed     FIFA and Messe employees,        equipped with Avaya AP8              interoperable and open-
                           by up     customers, partners, media       Wireless Access technology.          standard based. As a signal of
                           to 350    and other guests of the draw.       To further increase               confidence in the Avaya
                           million   Avaya had reduced the cost       productivity, FIFA staff was         technology, the Messe
                           people    of call traffic over the         equipped with Avaya’s                Leipzig has purchased
                          world-     network and enabled              Extension to Cellular mobility       Avaya’s voice solution for
                         w i d e     attendees, FIFA employees        application, so that they could      permanent       installation
                      who tuned      and accredited users to work     benefit from one business            following the Final Draw for
                  in to see which    flexibly and access the          number while being able to           the 2006 FIFA World Cup™.


Allsec Picks Predictive Dialing Solution from Avaya and Austin Logistics
Allsec Technologies of               application areas such as list   Logistics’ OnQ™ software.            •   Access Avaya’s Proactive
Chennai, a well-known                management and call routing.     The systems will enable Allsec           Contact features and
provider of BPO services has         Avaya created DevConnect to      to easily manage and simplify            functions which are part
opted for an enhanced                promote the third party          dialing operations and                   of     the     Customer
predictive dialing solution          development of interoperable     multiple call lists for agents.          Interaction Suite (CIS)
from Avaya GlobalConnect             and open standards-based              The unique solution                 Austin Logistics’ Suite of
and Austin Logistics, a leader       business communications          developed by Avaya and                   Solutions including the
in analytics software that           applications that businesses     Austin Logistics, which                  OnQ™, CallTech and
helps determine customer             can integrate into their         encompasses performance                  CallSelect, that are the
value and behavior. Allsec           operations to achieve            optimization and analytic                Best-in-Class performance
provides outbound call center        competitive advantage.           features, will offer Allsec scale,       optimization offerings will
services           including             The need to manage its       reliability and an opportunity to        help Allsec in the
telemarketing and collections        rapidly expanding outbound       evolve to a higher level of              following ways:
campaigns to over 10 global          call center business—the         delivery capability.                 •   Facilitate flexible list
customers.                           company grew its agent base           Avaya’s robust and high             management
    The combined solution            by an additional 1000 seats to   performing Predictive Dialing        •   Provide analytics for
has been jointly developed by        support the requirements of      System Release 12 will                   enhancing right-party
the two vendors under the            new customers—caused             enable Allsec to undertake the           contacts thereby ensuring
aegis of the Avaya Developer         Allsec to scale its Avaya        following:                               higher dollar collections
Connection program. Avaya            solution. As part of the         • Scale up to a 1000 seats               and sales per hour for
and Austin Logistics have            agreement, the BPO firm will     • Use shared calling lists to            customers
been working together for            now      deploy     Avaya’s           allow customers to run jobs     •   Enable its call centers to
over five years on a number          Predictive Dialing Systems            using a calling list residing       effectively meet their
of business communication            (PDS) equipped with Austin            on another PDS system               calling goals


                                                                                                                 CONVERGE | JANUARY 2006   3
    News Network


Avaya Customers to Benefit from the Company’s New, Proactive
Contact Center Solution
Avaya has recently announced that its predictive dialing software has evolved to provide more effective and intelligent
outbound customer communications to users.
The new software release,                centers to complete a            new predictive dialing                 easily and cost-effectively
Avaya Proactive Contact 3.0,             higher    volume      of         automation capability,                 deploy outbound sales
brings a bouquet of benefits             customer interactions            known as “Cruise                       technologies, since Avaya
to customers.                            yielding more satisfying         Control”. This feature                 Proactive Contact is now
•    It lets organizations               customer experiences and         allows administrators to               available as a software-
     enhance their contact               improved business results        more easily set service                based solution that
     centers with advanced           •   Predictive         dialing       level objectives and                   integrates with Avaya
       customer outreach                 technologies          help       have     the    system                 Communication Man-
           capabilities that             businesses proactively           dynamically adjust the                 ager, a leading IP
              increase the               manage          customer         pace of calling activity               telephony software
               productivity              relationships and drive          with no further manual             •    Customer companies can
                 of agents,              key outbound services,           intervention                           achieve greater business
                  drive new              such     as     telesales,   •   Proactive Contact can                  continuity through a new
                  c o s t -              customer notifications,          accelerate or reduce the               “health management”
                 efficiencies,           service follow-ups, and          pace of interactions based             application that reduces
                 and boost               collection calling               on its predictions of when             the complexity of
                 business                                                 agents are free or too                 managing 24/7 out-
                                     •   The technology can
                 continuity                                               busy, reducing “nuisance               bound contact center
                                         automatically call cust-
                                                                          calls” (i.e. calls that occur          solutions. Avaya Pro-
                    • It enables         omers, detect a live
                                                                          when a customer hears                  active Contact provides a
                        contact          connection, and then
                                                                          silence on the other end)              simplified way to identify
                                         ensure the right agent is
                                                                          and maximizing agent                   issues in outbound
                                         instantly connected to the
                                                                          time, making for a more                communications and
                                         customer
                                                                          productive outbound                    quickly alert admin-
                                     •   Avaya Proactive Contact          campaign                               istrators, allowing them
                                         increases        agent                                                  to take fast action before
                                         productivity through a       •   Businesses can more                    outages occur




    “Don”ning the Reviewer’s Mantle!
    Avaya’s Chairman highlights the highs of the company during 2005
     At the Chairman’s regular       what Avaya’s Chairman said:          increased 20 percent               acquisitions to enhance its
     State of the Business Call      • Avaya achieved leadership          over the last year, due to         capabilities and extend its
     for Industry Analysts, Don        within its markets and a           acquisitions in markets            geographic reach
     Peterson provided attendees       solid financial position.          outside the US                  • In the September quarter, 41
     with his perspective on                                          • The company completed               percent of Avaya’s revenues
                                     • The company notched up
     what Avaya had achieved in                                         an almost one million               came from outside the US, with
                                       earnings of US$ 286 million
     the last quarter, the past                                         line quarter, having                EMEA contributing 29 percent.
                                       in 2005, compared with
     year and the past five years.                                      shipped 981,000 IP lines
                                       US$237 million in 2004                                             • The company honed its go-to-
     He also outlined a roadmap                                         in the three months
                                     • Revenues for the year were                                           market strategy and its ability
     for the company, talking                                           following September
                                       over US$ 4.9 billion,                                                to support customers
     about what lay ahead for the
                                       compared with US$ 4.069        • Avaya renewed its                 • Avaya delivered on its intelligent
     global communications
                                       during 2004                      portfolio and made a                communications vision through
     major.
                                                                        number of strategic                 advancements in mobility
         In a nutshell, here’s       • Avaya’s revenues in 2005




4   CONVERGE | JANUARY 2006
                                                                                                                          News Network

Katsumi Fujii to Head                AVAYA IN INDIA
Avaya, Japan
Katsumi Fujii has been appointed
                                     Avaya GlobalConnect Revenues
as the Managing Director of          Show Upswing in Q2
Avaya, Japan and will spearhead
                                     Net stands at Rs. 1829.09 lakhs during the period
the company’s growth in the
island country. Fujii, who served    Avaya GlobalConnect Ltd.          stead, ena-                                       IP-PBX, ACD
as Representative Director and       announced its unaudited           bling       the                                   and         CTI
CEO of Alcatel, Japan for the last   results for the quarter ended     company to                                        enabling
four years, will report to Mark      September 2005 and the            add       some                                    software
Leigh and be a member of the         company’s report card             significantly                                     segments
Asia Pacific Leadership Team.        indicated the following:          large busi-                                       • According
      Prior to joining Alcatel       • Avaya recorded Gross            nesses to its                                     to Frost &
Japan, Fujii spent two years             sales/Income of Rs.           customer                                          Sullivan’s
as the Representative Director           11689.18 lakhs as             portfolio.                                        M a r k e t
and Executive Vice President             compared Rs. 6500.45          Avaya also                                        Engineering
of Sales for Nortel, Japan and           lakhs in the second           increased its                                     Research for
almost 25 years in various               quarter of FYO4               market share by addressing the         the Indian Interaction
positions in Mitsubishi’s            • The company notched up          software, services and                 CRM Market and the
Telecommunications                       a net profit of Rs. 1829.09   solutions segments. Customer           Frost & Sullivan Market
Division, leading sales and              lakhs, representing an        Responsiveness remained                Engineering Research for
strategy divisions in both               increase of 297.56 percent    high on the organization’s “to-        the Indian Total Voice
Japan and the US. In addition            over the same quarter in      do” agenda, enabling Avaya to          Equipment          Market
to full P&L accountability, his          FYO4                          emerge as a leader in the IP           released in 2004 (base
responsibilities included            • The profit before tax           telephony and contact center           year 2003), Avaya
Global M&A covering both                 (PBT) went up from Rs.        solutions space.                       GlobalConnect further
joint venture and strategic              369.11 lakhs in FYO4 to           During the quarter, Avaya          consolidated its number
alliance activities, export              Rs. 2830.27 lakhs in the      found itself in the spotlight for      one position for the fourth
strategies across APAC, and              quarter ended September,      the following reasons:                 consecutive year in the
partner selection and sales of           2005                          • In the recent F&S Awards             interaction CRM market
US products to Japanese                  Clearly, Avaya’s strategy         2005, Avaya Global-                and for the second
Service Providers and                of focusing on the domestic           Connect was felicitated for        consecutive year in IP
enterprises.                         market has held it in good            its leadership in the PBX,         telephony market




• The company established a             the international bank ABN        convergence applications in      • It announced its alliance
  truly global presence and             AMRO, to support its              the next few years                 with SAP, where the two
  capability                            migration to IP telephony      • The company announced               companies will provide
• Avaya bagged significant              across 14 countries              the global availability of the      intelligent communications-
  customer wins during the                                               first phase of the                  enabled business
                                     • The company deployed its
  quarter, as businesses                                                 enterprise fixed mobile             applications that bring
                                       voice and data converged
  continued to migrate to IP                                             convergence applications it         people and business
                                       communication systems for
                                                                         developed jointly with              processes together
• Allstate Insurance Company           PricewaterhouseCoopers in
  deployed over 10,000 Avaya           China                             Nokia for the Series 60           • Avaya acquired Nimcat
  IP telephony endpoints in                                              platform device                     Networks, a developer of
                                     • Avaya declared its goal to
  North America                                                        • Avaya made considerable             peer-to-peer SIP-based
                                       become the global market
                                                                         progress in voice-enabling          software embedded in IP
• Avaya announced the five             leader in enterprise mobility
                                                                         the enterprise                      phones
  year global contract with            and fixed mobile




                                                                                                                 CONVERGE | JANUARY 2006   5
    News Network


Avaya GlobalConnect-Servion                                          Jacada Signs Distributor
Partnership to Benefit Customers                                     Agreement with Avaya
                                                                                                              Partner Voice
in the BFSI and Telecom Verticals                                    India’s BPO companies, a
                                                                     significant customer base for            “Jacada is extremely
There is an interesting bit of     Speech Recognition, and
                                                                     Avaya, are likely to gain from
news         for        Avaya      Outbound Interactions in                                                  excited to partner with
                                                                     a recent collaboration between
GlobalConnect (AGCL)               Dialers and multimedia                                                    such a dominant contact
                                                                     Avaya GlobalConnect and
customers        in      India,    notifications. Servion delivers                                           center solutions provider
                                                                     Jacada Ltd., a globally known
particularly those operating       these solutions using Avaya
                                                                     software provider of contact           like Avaya GlobalConnect.
within the BFSI (banking,          products, platforms and a host
                                                                     center productivity solutions.           This alliance is further
financial services, insurance)     of professional services.
                                                                     Avaya GlobalConnect will
and telecom verticals.                 Together, the two                                                      proof of the value and
                                                                     now be making available state-
    The company has entered        companies will work together                                               importance of Jacada
                                                                     of-the-art offerings from
into a strategic partnership       to     develop       advanced                                             Fusion in helping contact
                                                                     Jacada as part of a distribution
with Servion                                      customer care
                                                                     agreement inked between the              centers improve agent
Global Solut-                                     solutions based
                                                                     two companies. Contact center            effectiveness and effi-
ions        Ltd.                                  on the Avaya
                                                                     customers in India will now
(Servion), a                                      solutions port-                                           ciency. By partnering with
                                                                     have access to Jacada’s Fusion
global provider                                   folio. These                                              Avaya GlobalConnect, we
                                                                     solution, which will be sold,
of      Contact                                   solutions will                                             are now in an excellent
                                                                     serviced and supported by
Optimization                                      be integrated
                                                                     Avaya.                                  position to provide these
solutions, to                                     into       core
                                                                          Jacada Fusion is an award             solutions to the all
cater to cust-                                    b u s i n e s s
                                                                     winning agent productivity
omers in these                                    applications to                                            important contact center
                                                                     solution that delivers a
segments. At a                                    enhance prod-                                                  market in India.”
                                                                     simplified desktop interaction to
later stage, the                                  uctivity     for
                                                                     dramatically improve the             —Ofer Yourvexel, Senior Vice
partnership will                                  customers
                                                                     efficiency of the agent and the      President of international sales,
also address users in non-         within a given vertical.
                                                                     experience of the customer.                      Jacada
traditional verticals such as      Besides providing customized
transportation, logistics,         call center solutions for
pharma and healthcare.             vertical markets, AGCL and              Avaya Voice                   Jacada Fusion contains patented
    Servion, a global-             Servion will also jointly build     “It has been our experience       technology that enables
independent software vendor        packaged and repeatable                                               organizations to simplify the
                                                                        that the complexity of the
(ISV) for Avaya products           solutions wherever possible.                                          agent’s interaction with business
worldwide has expertise in             AGCL customers will now          agent’s desktop is one of        applications on their desktop
Systems          Integration,      have access to CRM solutions         the major limiting factors       without rewriting or replacing
Computer          Telephony        and      critical     business       to improving the customer        any of the existing systems.
Integration (CTI), self-service    applications built around IVR,       experience. By facilitating          The alliance between
channels like Interactive          Speech Recognition and                  closer integration of         Avaya GlobalConnect and
Voice Response (IVR), Web,         Proactive Contact capabilities.                                       Jacada will provide customers
                                                                            diverse enterprise
                                       Commenting on the                                                 the following benefits:
                                   AGCL         and      Servion       applications, Jacada Fusion       • Give them access to
     Customer Voice
                                   collaboration, Niru Mehta,           can significantly simplify           cutting-edge           agent
     “AGCL and Servion have        Vice       Chairman        and       the agent desktop which              productivity solutions
     jointly delivered several     Managing Director, Avaya             leads to substantial cost            from Jacada
                                   GlobalConnect,           said:      savings. Most importantly,        • Help companies improve
    successful projects in India
                                   “Servion is a global business                                             their business processes
     and we are committed to                                              it enables the agent to
                                   partner of Avaya and we are                                           • Enable organizations to
                                   extremely pleased to extend            focus on the customer
     providing several similar                                                                               reduce        applications
                                   this relationship to India.         interaction while providing           complexity for the contact
        success stories for
                                   Our joint go-to-market              better access to important            center agent
     emerging industries such      strategy will enable us to             data which ultimately          • Help companies improve
      as airlines, hospitality,    expand and consolidate               results in better customer           their             customer
     healthcare, and education     market share in the country.                                              responsiveness
                                                                              satisfaction.”
                                   This alliance will also help                                          • Enable customers to
          among others.”
                                   drive our business strategy               —Ajit Thatte,                   significantly reduce call
    —K Balakrishnan, CEO and       to focus on intelligent              Vice President-Marketing,            handle times and training
     Managing Director, Servion    communications.”                       Avaya GlobalConnect                costs


6   CONVERGE | JANUARY 2006
                                                                                                                    News Network


Avaya Commits to Large Fixed-Mobile Convergence
Deployment for its Global Operations by 2008
Avaya recently celebrated its
fifth anniversary (as an                    Avaya Voice
independent company) by
declaring that it would aim for       “The seamless integration
leadership in the enterprise
                                            of fixed and mobile
mobility marketplace. The
company announced its intent            networks will change
to position itself as a leader
                                      everyone’s view of what
in the area of business
communications software for           mobile communication is
mobile workers by 2008. That          about and what it can do
market, according to business
intelligence analysts, is            for businesses. Our goal–to
estimated to grow to US$ 7.6          become the global market
billion in 2008.
     In an attempt to walk the              leader in enterprise
talk, Avaya also stated that it       mobility and fixed-mobile
would equip 8,000 of its
                                      convergence applications
20,000 strong workforce
including key sales, services         by 2008–is critical to our
and executive staff, with new
                                      plans to deliver Intelligent
fixed-mobile communications
(FMC) software and devices           Communications, providing       infrastructure will be able to   US and Switzerland. This
by 2008. Using Avaya’s                 our customers with the        cope seamlessly between the      will be extended to Asia and
mobility client software, the                                        demands of wired and             other parts of North America
company’s mobile workers               ability to reach the right    wireless devices, and            and Europe during the year.
will be able to extend the rich       person, at the right time,     completion        of     trial   The main deployment of
features of their office                                             evaluations.                     devices, which is also likely
telephone systems–such as             by the right medium–over           Currently over one           to include dual handset WiFi/
call forwarding, voicemail                    any network.”          hundred Avaya sales people       cellular devices, will take
and directory information–to                                         are trialling the Avaya          place in 2007-2008.
                                      —Don Peterson, Chairman
cellular devices.                                                    Mobility software client in          By deploying the FMC
     In the first phase of the               and CEO of Avaya        conjunction with Nokia           solution, Avaya hopes to save
deployment, Avaya’s network                                          Series 60 smartphones in the     US$ 25 million a year through
                                                                                                      productivity gains, greater
                                                                                                      responsiveness and streamlined
                                                                                                      communications costs.
                                                                                                          The implementation, a
   Avaya: Going mobile!                                                                               part of the company’s on-
   Here’s a quick look at the initiatives                                                             going “Avaya by example”
   Avaya has launched in the mobile                                                                   business transformation
   solutions space in the recent months:                                                              program will also serve as a
   • The company has established major                                                                reference point for potential
     development initiatives with the                                                                 customer organizations, on
     market leaders in mobile and                                                                     the look out for such mobility
     cellular technologies, including                                                                 solutions.
     Intel, Motorola, Nokia, Research In                                                                  Avaya has already
     Motion and Symbian                                                                               realized savings of US$ 450
   • Avaya has launched several new                                                                   million (on network costs)
     mobile solutions including downloadable software that enables customers using the Avaya          over the past five years,
     Communication Manager IP telephony suite to extend the capability of their office telephony      largely through the adoption
     systems to Nokia Series 60 smartphones                                                           of its own technologies and
                                                                                                      services.



                                                                                                           CONVERGE | JANUARY 2006   7
    News Network


IBM, Avaya GlobalConnect Jointly Implement
CRM Solution for ING Vysya Bank
IBM Global Services, Avaya            ensure 24x7 availability of                               Partner Voice
GlobalConnect and Taslima             phone banking services to
have implemented the                  customers across the country            “Increasingly, business models need to be built upon the
Customer Service Line for             and enable the bank to increase        virtues of flexibility, real-time responsiveness, and a laser
ING Vysya Bank, one of the            customer penetration while
                                                                            focus on the customer. A successful CRM strategy is at the
leading private sector banks          offering improved customer
in the country. This is part of       response time. While IBM                heart of this business model. IBM along with its partners
ING Vysya’s retail business           Global Services provided              Avaya and Talisma, is enabling ING Vysya Bank to transform
initiative, where it is adding        business consultancy and lead        its customer service by enabling it to deliver a near seamless
another delivery channel to its       managed this Customer
                                                                            customer experience, with access to core banking applica-
portfolio      through        a       Relationship Management
centralized Customer Service          (CRM) project in addition to                      tions and customer insight data.”
Line based out of Bangalore.          setting up the LAN and                            —Susheela Venkataraman, Partner,
     The ING Vysya Bank               IT infrastructure, Avaya                           IBM Business Consulting Services
Customer Service Line will            GlobalConnect implemented
                                                                         its Contact Center Express          •   Increase efficiency and
                                                                         (CCE) solution for ING Vysya.           reduce contact center costs
                       Customer Voice                                                                            Besides the Avaya CCE
                                                                         Using Avaya GlobalConnect’s
      “In our ongoing endeavor to enhance customer experience            solution, the bank will be          solution, ING Vysya is also
                                                                         able to:                            deploying the Avaya ACD,
        and meet the requirements of the changing customer                                                   Avaya IR, Nice Logger,
                                                                         • Benefit from the same IP
      profile, we have introduced another delivery channel—the               telephony, multi-channel        Symon’s wall board and the
      Customer Service Line. A centralized set-up for servicing              and agent empowerment           CRM application service
                                                                             capabilities as other large     module from Taslima, which
        customers is great but even better is the consolidated
                                                                             contact centers                 supports both phone and e-
         interaction history and single view of a customer’s                                                 mail channel.
                                                                         • Access the unique features
       relationship with the bank. For the first time, we have a             offered by the CCE to               The ING Vysya Customer
         common system for tracking requests, sharing and                    further enhance its             Service Line will provide full
                                                                             customer experience and         service phone banking
                    analyzing information.”
                                                                             drive customer satisfaction     solutions to its customers and
     —Shantanu Ghosh, Head, Retail Banking, ING Vysya Bank Ltd.                                              handle client requests.
                                                                             and loyalty


ABN AMRO to “Bank” on Avaya’s Global IP Telephony Solution
Here’s a look at the mobility,        and Switzerland.                   powered by Avaya Communica-         any phone in the network.
messaging and contact center          THE IMPLEMENTATION: The            tion Manager software, including    These mobility applications will
solution that Avaya is imple-         project entails a complete         applications that support           help associate the office phone
menting for ABN AMRO in 14            technology update, including       enhanced mobility, collaboration    number more closely with the
countries.                            systems and software, to           and customer service.               person rather than the work
                                      provide a significant proportion        ABN AMRO employees for         location, for greater productiv-
THE CONTRACT: Avaya has
                                      of ABN AMRO employees with         instance, will have access to       ity and faster response to
entered into a five-year global
contract with ABN AMRO to             access to advanced Avaya           Avaya Extension to Cellular,        customers. Likewise, net-
support the international bank’s      business communications            which can ring a worker’s mobile    worked voice messaging and
migration to Internet Protocol (IP)   applications across the bank’s     phone simultaneously when the       multi-party conferencing
telephony across 14 countries.        branch offices, headquarters       desk phone is dialed. Avaya         applications will make it easier
     The countries where the          and contact center locations       Softphone, a computer interface     for people to collaborate and
project will be rolled out: ABN       around the world. Avaya Global     that enables an employee’s PC or    share information. The bank’s
AMRO offices in the following         Services will provide              laptop to operate as a fully        customer contact centers will
countries will be involved in the     outsourced management of the       functioning office phone, will      also receive updated software
communications transforma-            project and solutions.             create added advantages for the     for faster routing of calls and
tion: Netherlands, Brazil, USA,       THE BENEFITS FOR ABN AMRO:         bank. In addition, using IP         quicker access to service data,
Canada, UK, France, Germany,          ABN AMRO and it employees will     telephony across ABN AMRO’s         supporting reduced wait times
Singapore, Hong Kong, Austra-         benefit from access to advanced    converged voice and data            and more rapid response to
lia, New Zealand, Japan, India        communications capabilities        network will let users log on to    customer needs.


8   CONVERGE | JANUARY 2006

				
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