Avaya's Most Innovative Customers of 2013
There’s no shortage of enterprises using Avaya technology in fresh, exciting ways. So it is always difficult to choose the six winners of the annual Avaya Customer Innovation Awards.
(Note: this article by Tony Kleckner, from the forthcoming Avaya Innovations magazine, offers mini-profiles of each of this year’s winners.)
Fifty-one companies from around the globe competed this year for the Awards, which were chosen by members of the International Avaya User Group (IAUG) board along with Avaya executives including Senior Vice Presidents Pierre-Paul Allard and Brett Shockley. The winners are being presented today at the IAUG CONVERGE2013 conference in Orlando:
Technology Innovation Best Practice Award: Oi (Telecom service provider from Brazil)
Solutions Used: Oi is the first Latin American customer to use Avaya’s Dynamic Routing for its multi-vendor contact center.
Result: Oi now has precise control over which outsourced vendor will take customer calls. It can choose based on the type of customer call, how busy a vendor already is, or whether a customer is a VIP or not, etc. Avaya’s technology is agnostic, working with whatever brand of contact center technology its partners might use. The technology also greatly simplifies the management.
Business Innovation Best Practice Award: ESSA Academy (K-12 school in the UK)
Solutions Used: Avaya Flare?Communicator on iPads, one-X?Communicator on MacBook Air notebooks, and Avaya Aura?Communications Manager.
Result: Working with partner Pennine Telecom, ESSA has deployed Avaya one-X?Communicator onto MacBook Airs for its receptionists, helping them to take and manage calls more easily. Teachers meanwhile use Avaya Flare?Communicator on their Apple iPads to make and receive calls and collaborate with other staff and parents, too. This has not only changed the teaching style and improved student performance, but the Director at ESSA Academy is now consulting other schools on how to deploy a similar teaching and collaboration model.
Read more: ESSA case study
Enterprise Transformation (<1k employees) Award: Landmark Bank
Solutions Used: Landmark Bank was a longtime Nortel customer, having implemented both voice platform and data solutions for over 10 years. Since Nortel’s acquisition by Avaya, the Missouri-based community bank has centralized applications, implemented Avaya Aura?Session Manager, purchased Aura Communication Manager and is presently installing Avaya Aura Call Center 6.3 for a grassroots call center project. In addition, Landmark recently completed implementation of Scopia XT room systems into 12 locations, a Scopia Elite 5110 MCU with Scopia Desktop and Mobile capabilities, and Avaya Flare Experience.
Result: The overall reliability and ease of migration has allowed Landmark to cost effectively increase network throughput, exceed regulatory requirements, and deploy new banking applications onto the existing network with minimal disruption. Avaya infrastructure has enabled new applications such as Scopia video rooms, which improved the quality of internal meetings while reducing company travel. Landmark is also upgrading its Call Center using AACC 6.3, gaining centralized support, access to product line experts, support backup, extended customer support hours and the ability to leverage multi media. The CEO uses Scopia for video calls on a regular basis, at least weekly, sometimes daily, for improved decision-making and collaboration.
Enterprise Transformation (>1k employees) Award: Federal Justice Tribunal Mexico (TRIFE)
Solution Used: Migrated Definity to Aura R6.2 for 8 sites and 2,655 users, with GW650 to protect investment in digital telephony infrastructure. TRIFE, which oversees elections as part of Mexico’s national court system, also uses Avaya’s full suite of UCC applications, including Communication Manager, Session Manager and Presence, Avaya Aura Messaging, Avaya Aura Conferencing 7, one-X suite, Flare Experience for iPad, one-X Mobile SIP, Avaya Session Border Controller-E for remote user access, and Avaya client applications for Microsoft Lync integration, and Call Center Elite for internal help desk operations.
Result: Using Aura, TRIFE now offers telephony to a mix of more than 600 IP and digital telephony users scattered across 3 buildings in Mexico City and other offices across Mexico. Collaboration features will be added, with a subset of users getting secure mobile connectivity on smartphone or iPad, and another subset getting integration with Microsoft Outlook and/or Microsoft Lync. Also planned is the audio, web and video conferencing via AAC7, which will allow them to receive training.
Sustained Excellence Award: George Mason University
Solution Used: In the late 1990s, the school deployed its first Nortel PBXs. That has evolved such that today, GMU’s 6,000 campus endpoints are 99% VoIP. These are supported by a CS1000E 7.5 at the main Fairfax campus and survivable media gateways and 1010 cabinets for remote campuses. GMU also uses versions 6.2 of Session Manager and System Manager as it moves to a SIP core. This year, GMU is installing CallPilot 5.x, giving it key voice services and integration with the installed Contact Center 7.0. GMU is also implementing Avaya Aura Conferencing 6.0, followed by two Sipera SBCs for SIP trunking and a Presence Server.
Result: George Mason’s focus has been on streamlining the overall infrastructure from a complex environment of multiple PBXs to collapsing into 2 and eventually 1 main system. This new architecture has provided an environment that is easier to maintain from a support and operations perspective, more reliable, and less expensive to run. The Contact Center and CallPilot voice services integration will provide improved customer service, and allow the elimination of 192 expensive trunk lines. They also provide a foundation for new applications and services.
Small Business (<100 employees) Award: Florida State University College of Medicine
Solution Used: Avaya Scopia videoconferencing
Result: For his 11th Medical Mission Trip to Panama, Dr. Mark Stavros engaged with GlobalMed and Avaya to utilize a cross platform of telemedicine products to facilitate medical care to those in need. The doctor spent 10 days in a remote town with a variety of telemedicine products, coupled with a cloud-based image storage solution for collaboration on medical studies. While in Panama, Dr. Stavros used Scopia to consult live with medical experts at the Florida State University College of Medicine.