Avaya and IAUG Announce 2016 Customer Innovation Award Winners

Four visionary companies honored at IAUG Global Conference 2016 in Orlando

ORLANDO, Fla - June 8, 2016, International Avaya Users Group (IAUG) Engage – Avaya and the International Avaya User Group (IAUG) today announced the winners of the 2016 Customer Innovation Awards, highlighting four companies that transformed their businesses and organizations through innovative uses of business communications and collaboration technologies.

The following award winners were announced during the IAUG awards ceremony:

• Business Transformation Award: Fiserv, Inc. (U.S.) – Fiserv, a global provider of financial services technology solutions with 13,000 clients and 22,000 associates, successfully transformed the way it communicates, collaborates and serves its clients. The Lending Solutions division of Fiserv had a complex phone system made up of technology from multiple vendors. By consolidating on the Avaya Aura® Platform, Fiserv significantly reduced the complexity of the environment, boosted uptime, and lowered expenses.
   
• Technology Transformation Award: Iron Mountain (U.S.) – Iron Mountain Incorporated (NYSE: IRM), the global leader in storage and information management services, installed an all-in-one multichannel contact center solution to better service the more than 220,000 organizations around the world that rely on them to store and protect their most precious information and assets. Iron Mountain transformed its customer experience with a single solution capable of managing interactions on multiple channels and reduced the time and money spent operating different legacy hardware-based solutions from various providers. Avaya Aura® Contact Center empowered Iron Mountain agents all over the world with easy-to-use tools that increase productivity and help provide seamless customer experiences across all channels, helping the company cut software maintenance expenses by 25 percent and stabilize and standardize the customer experience.
   
• Enterprise Collaboration Award: Raytheon (U.S.) – Raytheon Company, a technology and innovation leader specializing in defense, civil government and cybersecurity markets throughout the world, migrated more than 20,000 voicemail users from multiple, legacy voicemail systems to a streamlined, unified communications solution without disrupting business. Esna Officelinx for Avaya helped improve employee productivity and effectiveness, while significantly reducing cost and complexity. The project has reduced the number of voicemail servers from 21 to 7, resulting in significant savings in maintenance and energy costs. In addition, employees can now manage, view and play their voicemail via the web. They also receive email notifications for new voicemails, saving time by eliminating the need to call into their voicemail.
   
• Team Engagement Award: Informa (U.K.) – Informa, a leading business intelligence, academic publishing, knowledge and events business, improved employee engagement and productivity across its North American offices by installing a unified communications solution that’s both scalable and easy for a small IT staff to manage.  The company replaced disparate, hardware-based voicemail servers in these offices with a cloud-based solution that integrates seamlessly with the real-time collaboration tools its employees are already using. Esna Officelinx for Avaya enables Informa’s North American employees to now get their calls, emails and faxes directed to a single, unified collaboration solution, helping them stay organized and productive in and out of the office. 

Quotes
“Speed, ease and convenience is what we expect, our clients need and consumers demand. CCC Technologies and Avaya partnered to architect a system that gives us superior redundancy, improving our uptime and immediately transforming our business. Our new Avaya Aura solution is much less complex and our IVR uptime has averaged 99.89 percent – this includes all scheduled downtime for maintenance windows.”
-- Nick Keller, Senior Telecom Analyst, Fiserv

“Thanks to the Avaya technology, we have been able to positively impact both our customers’ and call center agents’ experiences. Today, we are able to service our customers efficiently and effectively regardless of the channel they choose to contact us. And we are providing a better customer service agent experience by effectively balancing workload through true ‘next available agent’ routing. This one platform has given us the flexibility to be location agnostic, giving us more options on how best to support our global customer base and to hire and maintain the best talent, such as offering work-at-home opportunities for select agents. Avaya Managed Services’ proactive monitoring, extensive product knowledge and consultative methodology towards platform management provide Iron Mountain the peace of mind in knowing we are providing the best possible customer experience.”
--Jonathan Bicker, Director, Business Solutions Customer Care, Iron Mountain

“Esna Officelinx for Avaya has proven a good solution for a multi-vendor hybrid environment— the click-to-dial, the integration with Office 365, the multiple server set, all the pieces of the platform work together seamlessly. The solution is also constantly evolving to provide us with the enhancements we’re looking for, and thanks to Avaya Managed Services, we’re able to operate with a lean North American IT staff.”
--Bob Hall, Director of Enterprise Unified Communications, Enterprise Technology Services, Informa

About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage.  The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit www.avaya.com.

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