For Immediate Release: 02-Dec-2003
BASKING RIDGE, N.J., USAvaya (NYSE:AV), a leading global provider of communications
networks and services for businesses, today announced that the
Colorado Springs Credit Union is using an Avaya IP Office network
to link its three branch offices providing seamless communication
among the sites and boosting customer service. The credit union is a member-owned, not-for-profit financial
institution that serves more than 50 Colorado-area organizations.
But with three independent phone systems for its three branch
locations, customer service suffered. The organization had multiple
phone numbers, and members had to redial each time they had
questions best resolved by a financial specialist at another
branch. To resolve the problem, the credit union selected an Avaya IP
Office Solution. Part of Avaya's industry-leading IP telephony
portfolio, Avaya IP Office offers a choice of communication
protocols and helps small- to mid-sized firms move to IP telephony
at the pace they choose. It combines comprehensive voice and data
applications normally reserved for large enterprises with
easy-to-use tools that allow even the smallest businesses to
deliver cutting-edge customer service. IP Office supports up to 256
users and features Avaya's latest advancements in converged voice
and data technology supporting conferencing, contact centers,
voice messaging and a host of other communication applications. New Avaya IP Office systems at each of the three Colorado
Springs Credit Union locations are now linked in one seamless
network, enabling calls to be easily transferred to the appropriate
party regardless of their location. In addition, for the first time
credit union staffers are able to use extension-only dialing to
reach each other and to leave and retrieve messages through a new,
centralized voicemail system. "As we looked for a new system, we found that our organization
was too large for compact systems, but too small for a larger
system," said Alan Zetterberg, vice president of marketing for
Colorado Springs Credit Union. "The Avaya IP Office system really
fits the small- to middle-sized business, while still giving us
room for growth. It also gives us access to the latest IP telephony
technology that we know is the wave of the future." With its new IP telephony capability, Colorado Springs is
routing its site-to-site calls over its own data infrastructure,
simplifying systems administration by operating one, converged
network. It also has reduced the multiple phone lines it maintains
for its three locations to just two a single local number and a
1-800 number that make it far simpler for members to contact the
firm. The Compact Contact Center application delivered with Avaya IP
Office has allowed Colorado Springs Credit Union to take yet
another step towards improving customer service by establishing its
first true call center. All the organization's inbound calls are
now answered by the center, allowing the organization to match
members with the financial specialist best able to meet their
needs. The Avaya Compact Contact Center supports up to 75 agents
and provides managers with historical reports and a real-time view
of call center activity allowing them to measure key performance
indicators and manage their resources more effectively. About Avaya
Avaya Inc. designs, builds and manages communications networks for
more than 1 million businesses worldwide, including 90 percent of
the FORTUNE 500®. Focused on businesses large to small, Avaya is a
world leader in secure and reliable Internet Protocol (IP)
telephony systems and communications software applications and
services. Driving the convergence of voice and data communications with
business applications and distinguished by comprehensive
worldwide services Avaya helps customers leverage existing and
new networks to achieve superior business results. For more
information visit the Avaya Web site: http://www.avaya.com | 
