For Immediate Release: 05-Apr-2002
Basking Ridge, N.J. and Toronto, USAvaya Inc., (NYSE:AV), a leading global provider of voice and
data networks and applications to businesses, today announced its
Avaya Proactive Contact Management Solutions won a Best of Show
Award in the Voice Processing Product category at Call Center &
CRM Solutions Canada 2002, an industry trade show held last week in
Toronto. Contestants were judged on-site by an independent panel of call
center and Customer Relationship Management (CRM) industry experts.
The selection criteria emphasized innovation and quantifiable
results, including end user return on investment (ROI), technology
benefits, and customer service features. Avaya Proactive Contact Management Solutions, including Avaya
Predictive Dialing System, are designed to help companies manage
communications outreach to customers. The solutions are part of the
Avaya Interaction Management Solutions suite, which offers
integrated communications for self-service and inbound and outbound
customer interactions, including multi-channel contact center
capabilities. Avaya is a global market leader in customer contact center
solutions and interactive voice response systems, with more than
22,000 customer care center and multi-channel contact center
customers worldwide. Avaya Predictive Dialing System is also a
market leader, with more than 1,100 implementations worldwide. "We're very pleased to be selected for this honor," said Jim
Smith, Avaya vice president, CRM Solutions Group. "Companies are
looking for innovative ways to supply customers with the
information they expect on an ongoing basis, whether it's account
status, product availability or scheduling updates. We believe our
newest solutions help meet this need rapidly and effectively, and
we're proud to be recognized by Call Center & CRM Solutions
Canada." The latest software for Avaya Predictive Dialing System, an
automated telephone dialing solution for proactive customer
contact, offers enhanced capabilities in a multi-dialer office
environment that greatly increase a company's outreach capacity.
New functionality includes the ability to manage up to four dialers
in a distributed architecture using a single, unified
administration and supervisor interface for faster implementation
of large-scale outreach programs. The system can also be integrated
with a company's desktop eBusiness applications to provide service
agents with rapid onscreen access to information the customer
requires, such as account history, product details or specialized
service updates. In addition, Avaya has launched a powerful self-service solution
that integrates the Avaya Predictive Dialing System with Avaya
Interactive Voice Response (IVR). This solution provides companies
an easy way to contact customers proactively by telephone, and
creates a readily available avenue for the customer's action. Once
contacted, the solution offers customers an automated method to
complete transactions, or re-directs their calls for additional
assistance via spoken commands or touch-tone. The Avaya Predictive Dialing System can work as a stand-alone
system or as a vendor-agnostic network component in conjunction
with voice platforms from major voice communications systems
suppliers. A single Avaya Predictive Dialing System server can dial
up to 130,000 outbound calls per hour. With the software upgrade,
the system can manage up to four dialers on a single campaign with
list sharing across a distributed dialer network, enabling
increased outbound call volume of up to 500,000 calls per hour.
Voice detection on the system is nearly instantaneous, providing
rapid connection to a live agent for faster service. About Avaya CRM Solutions
Avaya Interaction Management Solutions portfolio personalizes,
automates, routes, manages, and reports on customer interactions
across a variety of communications channels, including voice,
e-mail, Web chat and browser-based collaboration. In addition to
Interaction Management Solutions, Avaya CRM Solutions portfolio
includes: Avaya Commitment Management Solutions that help
companies meet customer commitments by distributing, tracking and
measuring work within and beyond the enterprise; and, Avaya
Business Intelligence Solutions that help companies to know
customers and optimize resources better by capturing and presenting
data from customer interactions and enterprise systems. About Avaya
Avaya Inc., headquartered in Basking Ridge, N.J., is a leading
global provider of voice and data networks as well as
communications solutions and services that help businesses,
government agencies and other institutions including more than 90
percent of the FORTUNE® 500 excel in the customer economy. Avaya
offers Customer Relationship Management Solutions, Unified
Communication Solutions, Service Provider Solutions, MultiService
Networking Infrastructure, and Converged Voice and Data Networks
including the company's no-compromise Avaya Enterprise-Class IP
Solutions (ECLIPS) all supported by Avaya Services and Avaya
Labs. Avaya is the worldwide leader in unified messaging, messaging
systems, call centers and structured cabling systems. It is the
U.S. leader in voice communications systems and services. Avaya is
an official sponsor for the 2002 FIFA World Cup games, the FIFA
Women's World Cup 2003 and the 2006 FIFA World Cup tournament. For
more information about Avaya, visit its Web site at http://www.avaya.com. ©2002 Avaya Inc. All Rights Reserved. Avaya and the
Avaya Logo are trademarks of Avaya Inc. and may be registered in
certain jurisdictions. Unless specified otherwise, all trademarks
identified by ® or are registered trademarks or trademarks,
respectively, of Avaya Inc. Fortune is a registered trademark of
Time, Inc.; FIFA World Cup and the 2002 FIFA World Cup Korea/Japan
Official Emblem are trademarks of the Federation Internationale de
Football Association (FIFA), registered in numerous territories
around the world. All other trademarks are the property of their
respective owners. | 
