Top 25 US Charity

Topic : Team Efficiency
100-2,499 Employees
Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

“It’s imperative that we operate as efficiently as possible with the tight resources we have.  To do that, the partnership we have with Avaya is critical to our success.”

Benefits

Reduce Cost
Increased Productivity

LARGE CHARITY SUPPORTS 100+ SITES WITH LEAN IT TEAM

Avaya Support & EXPERT SystemsSM Give Boost to Stability, Allowing IT to Focus on High Value Projects

Every organization knows the importance of stretching each dollar. That’s especially true of a non-profit.

“I run an extremely lean staff,” says the telecom manager at one of the US’s top 25 non-profit organizations. “We do 25-50 major projects a year. Opening new locations, upgrading existing locations — all on top of day-to-day business.”
 
“For us, it’s imperative that we operate as efficiently as possible with the tight resources we have,” she adds. “To do that, the partnership we have with Avaya is critical to our success.”
 
A key part of the organization’s strategy, and the partnership with Avaya, is leveraging Support Advantage Preferred, Avaya’s award-winning support service that helps customers to optimize the performance of their business communications environment — including proactive prevention of problems, and rapid resolution of problems that do occur. “We had a situation where some older Avaya equipment was not being responsive to some newer network equipment we had installed from another vendor,” says the telecom manager. “Avaya’s Emergency Recovery team stepped up. They found a resolution quickly. They were experienced in working in a multivendor environment, and willing to meet with the network vendor we used to diagnose the problem. They had a willingness to work with that vendor — which you don’t always see in other manufacturers.” An interim fix was implemented, which gave the IT team breathing room to devise a longer term solution.
 

"Avaya’s Emergency Recovery team stepped up. They found a resolution quickly. They were experienced in working in a multivendor environment, and willing to meet with the network vendor we used to diagnose the problem."
 

The organization has 125 locations in the US, with an array of business communications solutions in place. These locations are monitored 24x7 by Avaya EXPERT SystemsSM, which capture any alarms throughout the day and overnight, and remotely diagnose and auto-resolve 90% of alarm generated service requests that arise without human intervention.

 
“I absolutely love the EXPERT Systems,” comments the telecom manager. “It makes my platforms ‘self-healing’.”
 
“Avaya EXPERT Systems help me sleep better at night!,” she adds. “I’m assured the environment is running at peak performance.”
 
The organization has been testing Avaya SLA Mon™, a leading diagnostic tool that comes with Avaya Support Advantage Preferred. SLA Mon is slated to be installed by year-end. SLA Mon is a customer-controlled tool that performs sophisticated remote endpoint diagnostics and network monitoring, which help anticipate and prevent network issues.
 
“SLA Mon is going to be huge for us,” observes the telecom manager. “It allows us to fix user issues much more quickly, such as someone reporting dropped calls. In the past, figuring out whether a problem was related to a faulty circuit or some other element in the environment was a daunting exercise.”
 
“We didn’t have a good tool to really see what’s going on,” said the telecom manager. “SLA Mon will help us to take accurate snapshots, so we can be a lot more pro-active about diagnosing problems.”
 
“Our mantra,” she adds, “is I don’t want any user to notice that we’re down — even when something is down!”
 

“I absolutely love the EXPERT Systems.  
It makes my platforms ‘self-healing’.”

CHALLENGES

  • Small IT staff overseeing large number of 100+ locations
  • Support required for multi-vendor environment
  • Insufficient tools to troubleshoot end user business communications problems

VALUE CREATED

  • Business communications issues diagnosed more quickly
  • Emergency situations resolved quickly
 

SOLUTIONS

  • Avaya Aura® 6.x
  • Avaya Emergency Recovery Services
  • Avaya Support Advantage Preferred
  • 8x5 Onsite Support
  • Upgrade Advantage
  • Client Service Manager
 

CUSTOMER PROFILE
  • Headquarters:

  • United States

What our Customers are saying
“I absolutely love the EXPERT Systems. It makes my platforms ‘self-healing’.”

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  • Top 25 US Charity

AVAYA SOLUTIONS DELIVERED
AVAYA PRODUCTS DEPLOYED
Avaya Services Provided