Midsize Companies and Avaya: A History of Success

In my conversations with customers, one thing is clear: Midsize companies are excited about Avaya’s track record of success creating products tailored to the midmarket.

Yes, we install big Team Engagement and Customer Engagement solutions (formerly known as Unified Communications and Contact Centers) for the world’s largest companies and service providers, and the bulletproof reliability of these systems is a key differentiator in the market. The geniuses working inside Avaya Labs leveraged that architecture and experience to produce highly-reliable and useful engagement solutions for small and medium-sized business–giving them the same capabilities as large enterprises.

The midmarket (defined as companies with 100 to 2,000 employees) is not new for Avaya. The company has always been a strong player in the midmarket space, since long before it was an independent company. As part of AT&T, the Merlin was launched in the early 1980s, while Nortel (acquired by Avaya in 2009) launched the Norstar system in the late 1980s. While these systems are neither sold nor serviced anymore, they are still in use by many SMBs around the world.

The company launched Communication Server in the late 1990s, a software-driven IP PBX that ran on industry-standard servers. Avaya’s resellers saw the opportunity to sell a reliable, easy-to-manage communications platform to SMBs. The Business Communications Manager launched as Avaya acquired Nortel, and SMBs loved the solution so much that it experienced the fastest product revenue ramp in company history.

Enough said, right?

We have consistently delivered wave after wave of innovative communications solutions to SMBs around the world. As interesting as the history is, today’s midmarket business owners and executives want to know “What have you done for me lately?” The answer is Avaya IP Office, the most flexible, reliable solutions available to fulfill the midmarket’s engagement requirements. We enhanced the offer by marrying IP Office to Avaya’s networking and video solutions, to assure reliable, ubiquitous availability of a broad range of communications and collaboration capabilities.

But don’t take my word for it… let’s ask our customers:

Carlo’s Bakery (The Cake Boss from TLC): After landing on the TLC network as the Cake Boss, Buddy Valastro was faced with rapid growth and overwhelming customer demand. Using a combination of IP Office, Scopia Video Conferencing, Avaya wired and wireless networking and mobile clients, Carlo’s Bakery was able to improve customer satisfaction, reduce customer wait times (in-store and inside the contact center), optimize logistics processes, and reduce telecommunications charges–all while growing the business exponentially. Read more

Prairie Street Brewhouse: This microbrewery was moving into a new, historic location in Rockford, Illinois and expanding into entertainment, events, marina- and property management. Using IP Office, Avaya Fabric networking, Avaya Virtual Services Platform and video technologies, they were able to improve customer experiences within their event spaces, improve physical security and create a desirable and safe environment for their tenants and guests–making their location one of the area’s most unique historical landmarks. Read more

Ballantyne Strong: This state-of-the-art audio/visual and lighting systems provider was outgrowing its customer service solutions, as their customer requirements grew more complex. Using IP Office Contact Center, Avaya Virtual Services Platform, Scopia Video Conferencing and mobile clients, Ballantyne Strong was able to rapidly deploy a solution that enabled them to easily track and monitor all customer activity, assuring that the right people, resources, and expertise were applied to customer needs in real time. The solution also enabled a robust disaster recovery plan, and with video-enabled mobile endpoints the company was able to reduce travel expenses by 80 percent. Read more

South Euclid-Lyndhurst Schools: The South Euclid-Lyndhurst School District in northeast Ohio is a leader in implementing innovative curriculum programming and leveraging technology to improve the educational experience of their students. As technology and curriculum options multiplied, the district needed a more flexible and hardy solution to meet their networking and communications needs. Using IP Office, Avaya Fabric networking, Avaya Virtual Services Platform and video technologies, the district was able to configure their network to accommodate new applications and media streams, meet enhanced safety and security requirements, deliver newly state-mandated online testing and support existing curriculum requirements. These moves saved nearly $100,000 from their IT budget and simplified ongoing demands on their IT personnel. Read more

Break Thru People Solutions: This Australian nonprofit provides employment and educational opportunities for a wide variety of disadvantaged groups and was unable to reliably and predictably handle outbound communications. Using IP Office and IP Office Contact Center, Break Thru People Solutions was able to serve their clients more rapidly and effectively, improve outreach to other community organizations and reduce the amount of time and money spent on operating their communications infrastructure. This translated to better meeting their philanthropic mission by freeing up time and money to help those in need.

Linamar: This manufacturer of precision metallic components for the automotive industry was burdened with manual processes to monitor and manage their manufacturing process quality and throughput. Using IP Office, Avaya Fabric networking, Avaya Virtual Services Platform, video technologies and remote connections to plant telemetry, the company was able to create a shared data and voice network that dynamically optimized capacities and connections to improve manufacturing efficiency. Linamar centralized data analysis and control processes, enabling the identification and implementation of best practices and global standards. Our single-vendor solution allowed the company to significantly reduce the effort (and rework) associated with network management. Read more

Gas Liquids Engineering: This engineering services provider specializing in gas purification and liquids recovery solutions needed technology to free their high-value engineering employees away from frustrating, repetitive network and communications management and operation tasks. Using IP Office, Avaya Virtual Services Platform and Avaya networking, Gas Liquids Engineering was able to easily handle high-capacity data transmissions between CAD/CAM systems, better retain engineering talent by letting them do their jobs (instead of maintaining the network) and enhance the ability of their employees to collaborate across the firm and with their customers.

Avaya’s midmarket customers span geographies, industries and company sizes. Our solutions enable these customers to “change the where they work,” so they’re ready to meet the needs of their customers, employees and stakeholders. The common denominator is their satisfaction with the portfolio of Avaya solutions that enable them to communicate, collaborate, engage, and innovate faster and more effectively than ever before.