For Immediate Release: 09-May-2007
BASKING RIDGE, N.J. - Commitment to customer service is a key differentiator when building a business that relies on phone and online channels. It has helped Unitrin Direct become a leading automobile insurer in 22 states. In a continuing effort to meet the needs of its customers, Unitrin Direct has brought call and claims centers together with a new Internet protocol (IP) telephony solution from Avaya Inc. (NYSE:AV), a leading global provider of business applications, systems and services. "With Avaya's system, we have enhanced our communication system in a way that will greatly benefit auto insurance customers," said Brian Crumbaker, senior vice president, operations and claims. "Not only does Avaya's technology make it easier and quicker for consumers to get quotes and choose policy options, it reduces Unitrin Direct's operating costs, which allows us to offer lower rates." The Avaya solution for Unitrin Direct consolidates five communications systems into a single network at sites in Vista, Calif.; Moosic and Plymouth Meeting, Penn.; Tampa, Fla.; and San Antonio, Texas. The solution was designed and implemented by Strategic Products and Services (SPS), a Platinum-level Avaya Business Partner headquartered in Cedar Knolls, N.J. that was recently named "Avaya Business Partner of the Year for Communications Applications." "We realized there were untapped synergies between our call center offices and claims centers," said Pete Braitsch, information technology director for Unitrin Direct. "Avaya's single, seamless network links the sites in a way that decreases our costs and expands our capabilities." Unitrin Direct anticipates that Avaya's technology will save the company nearly $100,000 annually through gains in efficiency and savings on long-distance and office-to-office communications. Simple, four-digit dialing allows staff members to reach colleagues or transfer customer calls over the new data network to any of the five locations. Since communications play an important role in Unitrin Direct's business, the Avaya IP telephony network enables each office to operate independently if necessary. That means if one office temporarily loses connectivity because of an event such as a power outage, the other offices won’t be affected. "This technology serves our customers on many levels," Braitsch said. "It helps us deliver superior service in a time-efficient manner, and we can do it with less staff. That translates into cost-reductions for the company and greater savings for the consumer." About AvayaAvaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site, www.avaya.com. About SPSSPS provides business systems and advanced applications including Voice over IP (VoIP), network convergence, conferencing, carrier services, consultative planning and maintenance offers. Established in 1988, SPS is one of Avaya's largest Platinum-certified BusinessPartners and a leading integrator of voice and data converged applications. SPS provides comprehensive solutions to the small, mid and enterprise markets on a national level. The SPS organization employs more than 300 people in more than 20 locations, with combined annual revenues exceeding $95 million. From its inception, SPS has consistently achieved growth and leadership in the industry. For more information, please visit www.spscom.com. About Unitrin DirectUnitrin Direct is dedicated to providing its customers with outstanding service and quality coverage at competitive prices. The company makes auto insurance simple by offering people the choices they want with the convenience they deserve. The Unitrin Direct insurance companies are subsidiaries of Unitrin, Inc. (NYSE:UTR) in Chicago, and part of the Unitrin family of companies that has over six million policyholders, $9 billion in assets and is rated "A" (excellent) by A.M. Best Company, a leading provider of financial information for the global insurance industry. Unitrin Direct offers affordable automobile insurance in Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Maryland, Michigan, Missouri, Nevada, New Jersey, New York, Ohio, Oregon, Pennsylvania, South Carolina, Texas, Virginia, Washington and Wisconsin. To get a free auto insurance quote, log on to www.UnitrinDirect.com or call (800) 642-5254. Insurance is underwritten by Unitrin Direct Property & Casualty Company and Unitrin Direct Insurance Company. # # # | 
