Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.
Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible.
"While we were confident that Avaya would meet all our business requirements, we thought they’d be well above our budget. But Avaya was, surprisingly, very affordable."
YANMAR AMERICA TURNS TO IP OFFICE TO REPLACE AGING VOIP SYSTEM
New Solution Provides Morale Boost for Engine Manufacturer
Technology needs to grow and evolve as a company expands, but for Yanmar America Corporation, its former hybrid Voice over IP (VoIP) solution couldn’t grow for a simple reason: it was at the end of its life. Call center and call reporting functions were non-existent, making it hard for the company to provide post-sales customer support. Providing service and parts to existing customers is a big piece of the business, and the old system simply couldn’t support it. Lastly, with a mobile workforce that traveled to Japan, mobile features and functionality were needed.
Yanmar America wasn’t thinking, “If we upgrade.” It was a resounding when. For end user, the client and user interface was anything but simple. For the IT department, the existing system was difficult to support, and any customizations from end users, like changing the display, required IT department involvement. So, in addition to call center and call reporting functions, Yanmar America was looking for a business communications solution that was intuitive enough so that users could customize their own phones, provided mobile capabilities, and could scale up with the company as it grows.
Because the new phone system would need to support new functionality as well as old, the IT team at Yanmar America began its search for a flexible solution with mobile and in-office capabilities that would be easy to deploy and support. It concluded that its new system would need a centrally-managed web interface, as well as options for deployment, to meet its growing needs.
Replace end-of-life legacy hybrid VoIP telephony solution
Implement call center and call reporting functionality
Introduce mobile capabilities
Improved company morale
Crystal-clear call quality
Hours saved on IT support
Reduced roaming charges
Call center and reporting functionality
$23,000 saved annually on third-party consultants and VoIP hosting
Keeping the Old While Introducing the New
Yanmar America’s IT team began a search for a new platform that met its scalability and functionality. Unlike many industries, manufacturing still receives a lot of its orders and service requests via fax. That immediately ruled out a swath of vendors that didn’t support faxing in any form without requiring third-party add-ons. Yanmar America wasn’t confident that a third-party component would work the way it needed. It was a surprise to Brian Williams, IT Manager at Yanmar America, because faxing was such an integral part of the company’s operations. But most solutions seemed to have abandoned fax machines as if they were eight-track decks.
Scalability also proved to be an issue when vendors put in their bids. Yanmar America wanted the ability to add and upgrade existing licenses by single seats or in seat license blocks, but most required the company to purchase increments of 25 or 50. This often felt like throwing money away, because the company didn’t always need to increase its user licenses by that much.
Ultimately, the solution that met Yanmar America’s needs was Avaya IP Office with the Avaya one-X® mobile client, which not only offered flexibility and scalability, but also met the company’s faxing, call center, reporting, and mobility requirements. “We originally thought we’d bring in Avaya to provide us a company policy-driven second or third solution bid. While we were confident that Avaya would meet all our business requirements, we thought they’d be well above and beyond our budget,” Williams says. “But Avaya was, surprisingly, very affordable. We were thrilled.”
Priming the Implementation Pump for Smooth Takeoff
Once the contracts were signed, Avaya sent a team to Yanmar America to build a deployment plan. The team worked around the company’s time frame and schedule, and was on-site for testing and deployment. Avaya’s engineers set up IP Office parallel to the current system for testing purposes and tested without a dial tone to make sure the new system was working before the cutover, which made both the process and switchover go smoothly.
”The biggest help was setting up the new system parallel to our old system,” Williams comments. This allowed the Yanmar America IT team to stay ahead of user registrations and passwords, as well as providing the time to train users before the system went live. With Avaya on site, Yanmar America employees received three full days of training, and for those that couldn’t make it, Avaya worked with Yanmar America to provide a make-up session.
Cutover took place on a Friday night. At 5 p.m., Yanmar America’s IT team shut down the system, and by 9 p.m., they were on their way home for the weekend. On Monday morning, users came in to new desk phones that were programmed and ready for use. It was seamless, smooth, and allowed the IT team to enjoy their weekend.
"While we were confident that Avaya would meet all our business requirements, we thought they’d be well above and beyond our budget. But Avaya was, surprisingly, very affordable.
We were thrilled."
—Brian Williams, IT Manager, Yanmar America
Immediately Improving Call Quality – and Company Morale
The first reviews right out of the gate after the cutover were glowing, both from employees and the IT team. “As technical support, we’re on the floor more than at our desks, and users let us know when there’s a problem or when they are pleased with a product or system that makes them more efficient,” Williams remarks. “Overall, company morale was very positive after the cutover to IP Office.” Users liked the web-based user interface for IP Office, which enabled them to apply customizations such as changing their ringtone or adjusting the display layouts on their phones without having to call in IT.
Additionally, call quality was greatly improved for Yanmar America. In particular, the Avaya B179 conference units, which Yanmar America chose for its 15 conference rooms, have received high marks, according to Williams. As with most teleconferences, presenters often stand at a white board with a pointer. With the old system, the presenters couldn’t be heard by those dialing in. However, with the B179 phones on IP Office, even in the 75-seat conference room, call volume has not been an issue. “We’ve had people talk from the back row, and callers could hear them crystal-clear,” Williams observes. “There’s no need for them to walk closer to the unit.”
Call quality has also helped with language nuances; international calls can sometimes require
listening carefully to understand pronunciation. International teams find that the need to ask call participants to repeat themselves has declined.
Mobility Saves Money on Roaming Charges
Additionally, the sales team and the heavy travelers have seen benefits from Avaya one-X Mobile. They enjoy the Follow Me feature, which allows travelers to forward desk calls to their mobile phones. Yanmar America also has seen cost savings when employees travel overseas – and they do frequently, to South America, Europe, and the Yanmar global headquarters in Japan.
“Avaya one-X Mobile saves us a tremendous amount on mobile calling,” Williams said. “We’ve trained users to find a free WiFi hotspot and use Avaya one-X to make calls, saving us international overages.” Approximately forty employees travel to Japan or overseas regularly, as often as once per month. Previously, the company would spend between $100 and $200 per trip, per person, on international roaming charges, mostly for voice calls. The company has been able to significantly reduce this number.
“We won’t be challenged with an end-of-life, end-of-support issue or predicament like we were with the old system. We’re confident it will be here tomorrow and well into the future, and that we have a solution in place that will grow with our business.”
—Brian Williams, IT Manager, Yanmar America
Ready to Grow on the System and as a Business
In the future, Yanmar America expects to expand everything it’s doing with Avaya, from the basic reports it now accesses from the contact center features to the user base on Avaya one-X Mobile. Right now, only two business units are using call reporting: the service department and the parts department. They’re using them for call volume and to track which products customers require support on most often. Yanmar America expects to see more customized reports as other business units leverage the system’s capabilities.
Yanmar America also anticipates adding more users to its one-X Mobile population. Many of them have it installed, and executive management plans to encourage usage as a cost-savings initiative. “It’s user-friendly and a very good solution,” Williams says.
The company is also anticipating the system growing as the business grows. “We won’t be challenged with an end-of-life, end-of-support issue or predicament like we were with the old system,” Williams says. “We’re confident it will be here tomorrow and well into the future, and that we have a solution in place that will grow with our business.”
"We’ve trained users traveling internationally to find a free WiFi hotspot and use one-X Mobile to make calls, saving us international overages.”
—Brian Williams, IT Manager, Yanmar America
Yanmar America was founded in 1981 and sells industrial diesel engines for off-road applications, agricultural equipment, construction equipment, commercially rated marine diesel engines, micro combined heat and power systems, gas heat pump systems, generators, pumps, REMAN engines, and genuine parts. Yanmar has brought the world ever more energy-efficient and economic engines and implements through a constant process of development and market expansion.
Its goal is to promote the quality of life by providing the machines that use energy with the utmost efficiency and value.
Yanmar America was founded in 1981 and sells industrial diesel engines for off-road applications, agricultural equipment, construction equipment, commercially rated marine diesel engines, micro combined heat and power systems, gas heat pump systems, generators, pumps, REMAN engines, and genuine parts. Yanmar has brought the world ever more energy-efficient and economic engines and implements through a constant process of development and market expansion. Its goal is to promote the quality of life by providing the machines that use energy with the utmost efficiency and value.
TRIAL AGREEMENT FOR AVAYA COLLABORATORY
v. 1.0 January 27, 2018
"TRIAL CUSTOMER," "YOU", OR "YOUR" AS REFERENCED HEREIN MEANS THE LEGAL ENTITY WHICH IS ACCEPTING THIS TRIAL AGREEMENT, PLACING AN ORDER UNDER THIS TRIAL AGREEMENT, OR IS DOWNLOADING, ACCESSING OR USING THE SOFTWARE AND SERVICES (OR HAS PERMITTED SOMEBODY TO DO SO ON ITS BEHALF).
YOU REPRESENT THAT YOU ARE A CORPORATION, COMPANY OR OTHER BUSINESS ENTITY, AND NOT A CONSUMER, AND THAT YOU HAVE AUTHORIZED THE PERSON ACCEPTING THIS TRIAL AGREEMENT TO BIND YOU TO THIS TRIAL AGREEMENT. THE PERSON ACCEPTING THIS TRIAL AGREEMENT ON YOUR BEHALF REPRESENTS THAT HE OR SHE HAS READ THE TRIAL AGREEMENT DOCUMENTS IN FULL AND HAS FULL LEGAL AUTHORITY TO LEGALLY BIND YOU TO THIS TRIAL AGREEMENT. SUCH PERSONâS ONLINE ACCEPTANCE OF THIS TRIAL AGREEMENT WILL HAVE THE SAME LEGAL EFFECT AS IF YOU WERE PROVIDING A HANDWRITTEN SIGNATURE OF ACCEPTANCE. IF SUCH PERSON DOES NOT HAVE SUCH AUTHORITY OR IF YOU DO NOT WISH TO BE BOUND BY THIS TRIAL AGREEMENT, SELECT THE "I DECLINE" BUTTON AT THE END OF THIS TRIAL AGREEMENT. OTHERWISE, SELECT THE "I ACCEPT" BUTTON AT THE END OF THIS TRIAL AGREEMENT TO SIGNIFY THAT YOU AGREE TO THE TERMS AND CONDITIONS OF THIS TRIAL AGREEMENT. YOU MAY PRINT A COPY OF THIS TRIAL AGREEMENT BY SELECTING THE "PRINT" BUTTON AT THE END OF THIS AGREEMENT. THIS AGREEMENT IS EFFECTIVE AS OF THE DATE YOU EITHER SELECT THE "I ACCEPT" BUTTON OR ACCESS OR USE THE AVAYA SOFTWARE OR HOSTED SERVICES.
YOU RECOGNIZE AND AGREE THAT THE SOFTWARE AND SERVICES ARE FOR BUSINESS USE AND NOT FOR CONSUMERS, AND YOU REPRESENT AND WARRANT THAT YOU WILL USE THE SOFTWARE AND SERVICES FOR BUSINESS PURPOSES ONLY AND NOT FOR PERSONAL, FAMILY, HOUSEHOLD, OR ANY OTHER CONSUMER PURPOSE.
Avaya and its licensors reserve and retain all right, title, and interest in the Hosted Services and any and all software, products and services that are included in the Hosted Services, including, but not limited to, any and all modifications and derivative works made thereto. Avaya hereby grants You a limited, non-exclusive, non-transferable, royalty-free right to access and use the Hosted Services during the Trial Period (defined below) solely for Your internal evaluation purposes only and only for use in a non-production environment. You shall not reverse engineer, decompile, sublicense, lease, assign, copy, modify, merge or transfer the Hosted Services or any Avaya software or code.
Trial Customer may internally trial the non-production version of the Hosted Services from the United States only for a period of up to 90 days from the date when Avaya enables access to the Hosted Services or otherwise makes the Hosted Services or its software available to You, unless that time period is modified in writing by Avaya at its discretion ("Trial Period"). This trial is for Your internal review only, and You may not offer the Hosted Services to any End User or other party during the Trial Period. Upon expiration of the 90 day trial period or any extension thereof, You shall cease use of the Hosted Services, return all software to Avaya, and irretrievably delete all software from your systems. Upon request, a duly authorized representative of Trial Customer will certify such destruction to Avaya. Avaya may share such certification with applicable suppliers whose software is part of the Hosted Services.
Avaya provides the Hosted Services "AS IS" for non-production use only without any warranties, express or implied, and without any promise to enter into a definitive agreement with You for the purchase or license of the Hosted Services. Use of the Hosted Services is at Your own risk, and You understand and agree that if the Hosted Services do not operate as expected, or if Avaya so chooses, Avaya reserves the right to end the Hosted Services trial without liability to Avaya. Either party, without any liability to the other, may terminate this trial early.
AVAYA DISCLAIMS ALL EXPRESS, STATUTORY, IMPLIED OR OTHER WARRANTIES, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT.
AVAYA AND ITS SUPPLIERS SHALL NOT BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH, ARISING OUT OF OR RELATING TO THIS TRIAL AGREEMENT OR USE OF HOSTED SERVICES, OR FOR THE LOSS OR CORRUPTION OF DATA, INFORMATION OF ANY KIND, BUSINESS, PROFITS, OR OTHER COMMERCIAL LOSS, HOWEVER CAUSED, AND WHETHER OR NOT AVAYA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
IN NO EVENT SHALL AVAYA'S OR ITS SUPPLIERâS TOTAL LIABILITY TO TRIAL CUSTOMER IN CONNECTION WITH, ARISING OUT OF OR RELATING TO THIS TRIAL AGREEMENT OR THE HOSTED SERVICES EXCEED FIVE HUNDRED DOLLARS ($500). THE PARTIES AGREE THAT THE LIMITATIONS SPECIFIED IN THIS SECTION WILL APPLY EVEN IF ANY LIMITED REMEDY PROVIDED IN THIS TRIAL AGREEMENT IS FOUND TO HAVE FAILED OF ITS ESSENTIAL PURPOSE.
FOR PURPOSES OF THIS TRIAL: (i) THE HOSTED SERVICES ARE NOT A TELECOMMUNICATIONS SERVICE; (ii) THE HOSTED SERVICES MAY NOT BE CONNECTED TO THE PUBLIC TELEPHONE NETWORK; (iii) THE TRIAL CUSTOMER MAY NOT USE CONFIDENTIAL, PERSONAL, PERSONALLY IDENTIFIABLE, PRIVATE, OR PERSONAL HEALTH INFORMATION WHEN USING THE HOSTED SERVICES; (iv) THE HOSTED SERVICES MAY NOT BE USED FOR ANY HIGH RISK ACTIVITIES; AND, (v) TRIAL CUSTOMER ACKNOWLEDGES AND UNDERSTANDS THAT THE HOSTED SERVICES ARE NOT INTENDED TO SUPPORT OR CARRY EMERGENCY CALLS OR COMMUNICATIONS OF ANY NATURE TO ANY TYPE OF EMERGENCY SERVICES OF ANY KIND, INCLUDING 911 AND E911 SERVICE OR SUCH SIMILAR SERVICES WHICH MAY BE LIMITED OR UNAVAILABLE. AVAYA IS NOT LIABLE IN ANY MANNER FOR TRIAL CUSTOMERâS USE OF THE HOSTED SERVICES IN VIOLATION OF THIS PARAGRAPH.
You shall observe all applicable laws and regulations when accessing and/or using the Hosted Services or any content of the Hosted Services, including, but not limited to, any export and import laws and/or regulations.
Because Avaya provides the Hosted Services to You as a trial, Your feedback will be essential to Avaya. Avaya will contact You periodically for Your feedback and You will provide feedback to Avaya. Any feedback You provide will become the property of Avaya, without any payment or other conditions owed to You. By signing below, You hereby assign to Avaya all right, title, and interest in and to such feedback. Avaya cannot promise to implement any of Your feedback in any future releases of the service.
Avaya and its suppliers reserve and retain all right, title, and interest in the Avaya Hosted Services, trial or otherwise. You must maintain the confidentiality of any information Avaya provides regarding the Hosted Services and any conversations Avaya has or other information Avaya exchanges about the Hosted Services, including Your feedback and comments ("Confidential Information"). You may not disclose to any third party, or provide or enable access to the Hosted Services or any other Confidential Information, by any third party. By signing below, You agree to take all reasonable precautions to protect Avayaâs Confidential Information, and Avaya will also take all reasonable precautions to protect any confidential information You share with us in connection with this Hosted Services, which, at the time of disclosure, is designated as confidential.
YOU SHALL DEFEND, HOLD HARMLESS, AND INDEMNIFY AVAYA AND ITS AFFILATES FROM AND AGAINST ANY DAMAGES AND LOSSES, INCLUDING BUT NOT LIMITED TO COURT COSTS AND ATTORNEYSâ FEES, IN CONNECTION WITH ANY THIRD PARTY CLAIMS OR ACTIONS BROUGHT AGAINST AVAYA AND/OR ITS AFFILIATES AS A RESULT OF OR RELATED TO YOUR USE OF THE HOSTED SERVICES OR ANY FAILURE BY YOU TO COMPLY WITH THIS TRIAL AGREEMENT.
This Trial Agreement constitute the entire understanding between You and Avaya with respect to the subject matter herein and will supersede all previous and contemporaneous communications, representations or understandings, either oral or written, relating to that subject matter. There are no third party beneficiaries to this Trial Agreement. This Trial Agreement will be governed by and construed in accordance with the laws of the State of California. If there are any disputes arising under or related to this Trial Agreement, You agree to submit disputes to the jurisdiction of, and venue in, the California state and federal (Northern District of California) courts. The parties confirm that it is their wish that this Trial Agreement, as well as all other documents relating hereto, including all notices, have been and shall be drawn up in the English language only. Les parties aux preÌsentes confirment leur volonteÌ que cette convention, de meÌme que tous les documents, y compris tout avis, qui s'y rattachent, soient. This Trial Agreement may be executed using commercially accepted electronic signature services. In the event of a conflict between the terms of this Trial Agreement and the incorporated documents, this Trial Agreement shall take precedence.