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Virginia Utility Protection Service
Virginia Utility Protection Service has deployed an Avaya Aura® Communications Platform to deliver outstanding customer service around the clock, 365 days a year.
Virginia Utility Protection Service (VUPS), Inc., performs the critical job of being the communications hub between excavators and owner/operators of underground utilities in the state. By providing safe-to-dig information, the VUPS team helps protect Virginia’s utilities infrastructure and prevent citizens from being harmed.
When VUPS decided to upgrade their older communications systems, Deb Hofbauer, Director of IT, began a careful review of best-in-class offerings and decided to go with Avaya. “When we looked at the whole solution and the total cost of ownership, Avaya truly was the leader,” she said. “Avaya offers our company powerful choices for moving our business into an integrated, easily adaptable communications environment. We feel extremely comfortable with Avaya because they are focused on helping us best meet our customers’ needs, while providing a cost-competitive solution.”
Challenge
- Provide uninterrupted uptime to ensure availability of service at any time
- Prevent equipment damage and danger to citizens
- Merge two call centers into a well-functioning, two-location contact center
- Optimize agent availability and productivity
- Meet state-mandated recording and retention of customer calls
- Provide continual training and performance improvement for agents
- Achieve cost savings
Solution
VUPS is using Avaya Aura® Communication Manager 5.2, Avaya S8800 Servers, Avaya Call Center Elite, Avaya Aura® Workforce Optimization, Avaya Professional Services, Avaya Aura® Application Enablement Services, Avaya IP Softphone, and Avaya 9640 Deskphones.
VUPS is using Avaya Aura® Communication Manager 5.2, Avaya S8800 Servers, Avaya Call Center Elite, Avaya Aura® Workforce Optimization, Avaya Professional Services, Avaya Aura® Application Enablement Services, Avaya IP Softphone, and Avaya 9640 Deskphones.
Value created
- Redundancy, resiliency, and high performance capabilities to deliver outstanding 24 x 7 x 365 customer service
- Savings of $120,000 per year, based on a design that does not require Metro E connectivity, and capabilities to match call level with bandwidth requirements and call volume with appropriate staffing levels
- Maximizing resource utilization across two contact center locations
- Productivity increased without adding personnel
- Improvements in training and quality of performance
- Ease of management
"I am always eager to talk about our contact center because the overall solution that we have now from Avaya helps us operate so much more efficiently. We have seen significant cost savings, productivity increases, and a high level of satisfaction among our team leaders and agents… Most importantly, we are in a better position than ever to provide outstanding customer service."- Deb Hofbauer, Director of IT, Virginia Utility Protection Service
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