Communications
COMMUNICATIONSAT THE HEART OF BUSINESS
Technology can often be confusing
and challenging to decipher. As a small
business owner you need clear information
and simple solutions that save you money
and help you reach your business goals.
Clear, Simple,
& to the Point.
Avaya is helping you reach your
business goals.
COMMUNICATIONS AT THE HEART OF BUSINESS
At Avaya we recognize this and that’s why we’ve
put together this guide to provide you with the
information you need to know about improving your
business communications. We have been serving
small businesses just like yours for over 100 years.
First as AT&T, then as Lucent Technologies, and
now as Avaya. Our heritage has taught us about
service, technology, and partnerships. We want to
be just that – your partner. I hope you’ll find this
communication guide helpful and I hope you’ll call
on us to help you grow your business. It’s not just
communications – it’s the heart of your business.
– Pat Hume
Pat Hume
Global Vice President
Small and Medium
Business Solutions
Avaya, Inc.
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Manage Your
Business
As a business owner your top priority is to
grow your business as profitably and
successfully as possible.
Communications
The Choices Are Yours
Listen
to Your Heart
Solutions
For Your Industry
A Look
at Some Case Studies
Getting Started
is Easy!
Here are six sections of helpful
information that will help you do just
that...today.
Benefits
of Better Communications
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Communications:
The Choices Are
Yours
We help simplify your options and level
the playing field.
It may seem confusing with so many
telecommunications choices for local
dial-tone, telephone equipment, and
long distance. Let’s take a look at
three choices.
1. Basic Service
2. Traditional Systems
3. IP Systems
This works just like at home. You can have several phone
lines with voicemail or an answering machine. This is easy
but limiting. Often you lack important capabilities that your
customers would expect. This usually serves small business
well with 1-2 phones, but is a basic solution that doesn’t
scale or grow.
Traditional communications systems from companies
like Avaya use regular phone lines but allow you to utilize
capabilities like desk-to-desk transferring, being able to see
which lines are in use, conferencing, music-on-hold and
voice prompts to direct calls where you need them to go.
This usually serves businesses of five or more employees
who have basic needs to run and grow.
IP communication systems allow you to run software that
combines your voice and data in a way that helps your
employees do more. This integrated solution helps your
business connect with customers faster and with more
options. E-mail, voice calls and voicemail, calendars and
conferences all come together in one simple system, which
can be use with multiple devices including your cellular
phone, your desk phone or even your PC. This will help you
reduce costs and serve customers with a competitive advantage.
COMMUNICATIONS AT THE HEART OF BUSINESS
Avaya is a world leader in traditional phone
systems and IP communications systems
for small and medium businesses. What
makes Avaya better? A few important
little details.
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Better customer service for sales and support
of your customers.
Ease of doing business for you and your employees.
Increased productivity-making your phones true
productivity enablers.
Cost savings.
Cool capabilities, like knowing how many customers
called and how many dropped, call recording,
listening to your emails over the phone, and many
others.
Auto attendant to answer your main line and transfer
calls without a receptionist.
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Benefits
of Better
Communications
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The heart of your business is your
customers. If you don’t connect with
them often enough, someone else will.
Let Avaya show you how.
Listen
to your
email!
3 digit
dial
between your multiple office loca
tions.
Reduce
Long Distance Charges
between
your offices to
Zero!
Record
Conference
Calls
Track
details
of phone costs
Have an
auto
attendant
greeting
answer all of your calls
and route them automatically to the correct person or department.
COMMUNICATIONS AT THE HEART OF BUSINESS
3
Listen
to Your Heart
4
Solutions For
Your Industry
The Perfect Fit for Your Small or Medium
Sized Business
Avaya delivers communications solutions
that are as unique as your business.
We serve many unique
business needs:
• Retail environments
• Law firms
• Doctor and dentist offices
• Auto dealers
• Salons
• Travel agents
• Advertising agencies
• Finance and accounting firms
With Avaya, many diverse industries can benefit from
the kinds of capabilities made available through our
communications software solutions and those of our
partners. Whether it’s customer management,
account-ing, on the road access to information or just being able
to see the record of the customer who called in from a
“pop up” screen, Avaya has solutions that deliver.
How you use communications makes all the difference.
Many of our customers use it to be more competitive.
Whether you want your receptionist to see client
records as they dial in or you are a retail store owner
that needs to have incoming callers in a queue while
on hold, communications can truly make a difference
in your customers’ experiences. Lawyers, for example,
need access to information while on the road and
brokers and sales people need to be able to connect to
COMMUNICATIONS AT THE HEART OF BUSINESS
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A Look at Some
Case Studies!
With Avaya, the Choice is Clear.
Avaya has nearly as many unique solutions
as it has unique customers. Following are
just a few examples of how Avaya’s rich
functionality, ease of use and scalability
won the day.
“Thanks to the Avaya IP Office solution,
our customer responsiveness has improved
as our business continues to grow,” says
Sanchez. “I’m confident this trend will
continue as we become more acquainted
with its rich capabilities and benefits”
Business Challenge
Online traffic school I DRIVE SAFELY! provides round-the-clock training and customer support to anyone looking to regain a driver’s license or reduce insurance rates. In December 2002, the company needed a communications solution that would effectively manage its contact center operations and provide high value professional development for its agents. Customer Service Director Elizabeth Sanchez also wanted a solution that would scale as requirements demanded and produce comprehensive reports that she could share both with her teams and with the company’s executives.
The Avaya Solution
After looking at various alternatives, Sanchez chose the Avaya IP Office solution because of its robust reporting features and call-routing capabilities. Since implementing the solution, I DRIVE SAFELY! has enjoyed increased agent productivity and revenues, not to mention improved customer
Taking the Call
I DRIVE SAFELY! Gets Drivers Back on
the Road with The Avaya Solution
It is no small wonder, that when it came to
installing a new communications system,
Rod Stewart wanted the best solution
available. That solution was from Avaya.
The Rod Stewart Challenge
Rod Stewart is one of an elite group of artists who have demonstrated the staying power needed to remain at the top of their profession. But being a rock star isn’t just about living the high life. To be a serious player with a life-long career in the music industry takes a great deal of hard work and dedication, and involves an enormous amount of detailed planning.
When Rod was on the UK leg of his 2002 tour, he was based at his estate in the South of England. With so much to take care of in terms of logistics, it soon became clear that his existing telephone system was simply not good enough. Rod and his team wanted a single system that had the capacity to use email and the Internet as well as provide telephone extensions throughout the whole estate, from the house itself to places like the swimming pool and stable complex. In addition, Rod wanted to be able to add further extensions as necessary. These were all functions that his existing telephone system could not supply.
But as well as providing plenty of on-site connectivity, the new system also had to offer the power to deal with important communications when Rod and his team were on the road. The pressures of the music industry mean that they
have to spend more than half their time away from the office, and in order to keep things running smoothly, they need to be able to stay in touch, by email and over the phone, from wherever they are in the world.
The Avaya solution
The Avaya IP Office–IP403 system was chosen. A mid-range IP Office solution that offered the rich functionality, ease of use and scalability that were needed to take Rod’s business communications well into the 21st century. The team called upon an Authorized Avaya Business Partner to design, configure and implement the IP Office solution. The new IP-enabled system means that, wherever they are within the grounds, Rod and his team can receive or transfer a call, and even set up a conference call or download their emails. And wherever else they are in the world, they have access to exactly the same features.
The Rock Star
Lifestyle
Rod Stewart’s voice is his career.
That’s why he chose Avaya.
COMMUNICATIONS AT THE HEART OF BUSINESS
In late 2002, when Amerindo Investment
Advisors needed to link its New York
headquarters with offices in San Francisco
and the United Kingdom, it needed a
system that was both cost effective and
easy to manage.
Business Challenge
Because Amerindo specializes in technology stocks, Chief Technology Officer Alan Peterson felt the firm needed a system that would be well positioned for current and future technological developments.
The Avaya Solution
After looking at both Avaya IP Office and a solution from Cisco, Peterson selected the Avaya solution based on its sheer number of user-friendly features, IP capabilities and ability to grow incrementally and add applications. Among other things, the solution allowed Peterson to institute three-digit dialing between the New York and San Francisco of-fices, which eliminated toll charges for calls between offices and resulted in an annual savings of around $48,000. “I am a one person technology department,” says Peterson, “so I needed a smooth transition process for the end users and a new system in place that was easy to administer from
Making the
Connection
Amerindo Boosts Productivity and
Reduces Costs with the Avaya IP
Office Solution
Moving your business forward is as simple
as picking up the phone and calling Avaya.
We’ll handle everything else.
Step
#1
Get Ready!
Contact Avaya and arrange for a free
communications assessment.
1.800.247.7000
Select Option 2
WWW.AVAYA.COM/SMB
Step
#2
Get Set!
Let us prepare your complimentary
communications solution proposal with
return on investment calculations.
Step
#3
Go!
Let Avaya take all the worry out of your
communications. We’ll help you get
started quickly with the right solution for
your business.
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Getting Started
is Easy!
Call Avaya. We’ll guide you
from there.
COMMUNICATIONS AT THE HEART OF BUSINESS
