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December 22, 2011

AVAYA News - Carousel Industries Deploys National Contact Center Project with Kaman Industrial Technologies

By Nathesh, TMCnet Contributor

Carousel Industries, a provider of solutions for data networking and converged communications, announced that it has installed the Avaya (News - Alert) Contact Center Solution for Kaman Industrial Technologies Corp., a distributor of industrial parts that operates more than 200 customer service centers in the continental U.S, Hawaii, Puerto Rico and Canada.

Carousel used Avaya Communication Manager solution in order to implement this project, Avaya Communication Manager is the centerpiece of Avaya applications. Running on a variety of Avaya Media Servers and DEFINITY Servers, and providing control to Avaya Media Gateways and Avaya communications devices, the Communication Manager can be made to operate in either a distributed or networked call processing environment.

Communication Manager carries forward all of a customer’s current DEFINITY capabilities, plus offers all the enhancements that enable them to take advantage of new distributed technologies, increased scalability, and redundancy.

It is an open, scalable, highly reliable and secure telephony application and provides user and system management functionality, intelligent call routing, application integration and extensibility, and enterprise communications networking.

Using this Avaya Communication Manager solution, Kaman's offices have been brought together on a single, IP-based telecommunications infrastructure. Carousel and Kaman supposedly worked together to swap over 200 diverse telephone system technologies in order to influence VoIP over MPLS and increase the benefits of a centralized, IP-centric UC solution from Avaya.

Officials with Carousel ascertained that the challenge in tying all of these disparate locations together under a UC infrastructure was solved through a combination of software, network services and Avaya hardware.

All of the remote offices are now connected back to Kaman's data center at their headquarters in Connecticut, and calls can be routed from one office to another. During peak times for individual offices, calls can be automatically directed to an office receiving a smaller volume of calls, improving customer service.

Nathesh is a contributing editor for TMCnet. To read more of Nathesh's articles, please visit his columnist page.

Edited by Jennifer Russell

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