McMaster University

Consistently ranking as one of the top 100 post-secondary institutions in the world, McMaster University in Hamilton, Ontario, Canada was eager to modernize its communications infrastructure in order to increase collaboration between its nearly 8,000 faculty and staff.

With an aging communication infrastructure servicing over 50 buildings on its main campus and various off-campus locations, along with two new off-campus facilities set to open prior to the 2014-15 school year, McMaster—a longtime Avaya customer—knew the potential cost of standing still. Instead, the university chose to move communications forward, green-lighting a multi-phase deployment to migrate 10,000 licensed users from old CS1000 platforms on to one unified Avaya Aura® Platform.

TISCO Bank

As the volume of inbound and outbound calls has increased, TISCO Bank needed a contact center that it could depend on. Since moving to an Avaya platform, reliability has increased and so has productivity, with agents managing 25% more calls a
day via Avaya Proactive Contact. Previously, TISCO lacked automation capabilities. But now, thanks to Avaya Aura® Call Center Elite, more than a quarter of callers use
self-service – reducing wait times and increasing satisfaction levels for all. It’s all part of transforming the contact center from a cost center to a cost savings center.

Byram Healthcare

Byram Healthcare is one of the leading suppliers of disposable medical products in the United States. It offers solutions in a wide range of product categories, including Diabetes, Ostomy, Wound Care, Urology, Incontinence, Breast Pumps and Enteral Nutrition. The company’s mission: “improve our customers’ health with the best and most efficient healthcare delivery.”

For Byram’s IT team, success breeds its own share of challenges. For example, Byram receives approximately 300,000 toll-free inbound calls a month. It’s a demanding environment, in which rapid response and delivery is mission-critical. Seeking out the most effective communication technologies for a fast-paced business led Byram to invest in Avaya as its preferred vendor/partner for networking, contact center and telecommunications.