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August 08, 2012

AVAYA News - Avaya IP Office Boosts Collaboration, Communication and Customer Service for Multiple Organizations

By Robbie Pleasant, TMCnet Contributor

Avaya (News - Alert) IP Office is the solution of choice for many financial service firms, who are now using it to improve their collaboration and customer service. AmeriMerchant, Fuoco Group and RootWorks have recently begun using the unified communications (UC) solution, and have described their experience with it.

When AmeriMerchant used Avaya IP Office, its employees needed a way to quickly connect customers with the person they need. IP Office’s contact center capabilities helped them answer calls more quickly, and route them to the proper party just as easily.

Supervisors can also view customer call statistics, and receive nightly reports.

As for the Fuoco Group, it used Avaya to keep its employees connected across multiple locations. It proved easy to implement and manage, and makes connecting with remote employees easy through presence, automatic callbacks and extending calls to mobile phones.

Then there’s RootWorks, a consulting and accounting services company. Darren Root, its CEO, has several responsibilities that require him to travel constantly, while still remaining connected. He uses Avaya IP Office’s softphone application, allowing him to stay in touch with employees and customers while on the go.

With the IP Office app for iPhone (News - Alert) devices, he can also check staff members’ presences, and join or create conferences while mobile.

“I used to see larger companies with these advanced capabilities, and now with Avaya IP Office, we have all those capabilities too – plus more,” said Root. “We also get the added benefit of a cost-effective system that is easy to manage by yourself. Unified Communications (News - Alert) and mobility are very important for a small business like ours to have, and fortunately we have it with IP Office.”

Three companies, each with different needs, all found the solution to their problems in Avaya IP Office. Its various services and tools have assisted them well, which does a service to Avaya’s already excellent reputation.

Whether it’s connecting employees to each other, to customers, or to anyone on the go, Avaya IP Office has proven itself a very useful UC solution.

Want to learn more about the latest in communications and technology? Then be sure to attend
ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

Robert Pleasant is a writer for TMCnet, covering new news in the world of technology and communications. A graduate from UC Santa Cruz with a BA in Literature, Robert has been writing for years, but has only recently had his reports start appearing on websites such as TMCnet and UCStrategies.

Edited by Braden Becker

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