Reference Story: Format and Template

Avaya Reference Story

Avaya Intelligent Branch Solution

See also Avaya Intelligent Retail Store and Avaya Intelligent Branch Banking Solution Playbooks for related vertical industry variations.

See Avaya Customer Gallery for additional enterprise customers that have branch deployments:Log in, use the word branch as the key word for a search

/ Health care company with over 600+ locations

Customer sought to reduce costs and support better customer service
Both initiatives required refresh to Myriad of aging Key telephone systems

Aging key systems at branches
No ability to leverage lower cost SIP Trunks
Limited IT staff
High frequency of branch re-location

Decouple telephony refresh decision from MPLS rollout

High frequency of branch re-location, expensive, time consuming
Inconsistent employee and customer experiences
High cost Moves, Adds & Changes for branch telephony, low flexibility

Fall 2007 started branch rollouts with Avayasolution

Easier to deploy than competitor, lower cost, decoupled WAN router investment to solve immediate telephony branch churn issues

Distributed Office with centralized management
Avaya implementation services and software support
Avaya staging
Customer Investigation : Avaya Voice Portal applications to improve customer retention
Planning to upgrade to MPLS next 6-12 months
Will implement Service Provider SIP Trunks

The following results are anticipated
Reduce CAPEX: Rapid deployment using Configure-to-order lowers installation cost
Lower OPEX: TCO realized through central management, private SIP network reduces toll charges* Similar sized enterprises have been able to Lower maintenance and MAC fees by 64 %, and administrative costs by 40%
Improved customer retention: better call handling features and eventually better self service applications.
Rapid relocation of offices using SIP Trunking.

/ Large International insurance carrier with 300+ branches

Declining customer satisfaction
Call centeragent dissatisfaction
High headcount expenses
Inconsistent customer experience across enterprise
Declining customer retention rates

In current environment, customer gets no answer once the office closes at 5pm
Agents in some contact centers were overworked and in other centers, sitting idle
Operating inefficiencies

Probable loss of business/customer
Alarming rate of attrition for excellent employees
Continued increase in costs

300+ Communication Manager branches installed since 2003 in a Distributed architecture
Phase 2 centralizes all branches with contact centers
Network assessments and voice readiness consulting – began December 2006
Program Managed roll-out in January 2007

Avaya delivers the call flows required
Avaya has the best contact center solution
The people, experience and management expertise of Avaya Global Services

Contact center technology allows calls to overflow to agents in 24x7 centers
Contact center consolidation now evenly distributes all calls throughout all centers, allowing the right call to go to the right agent at the right time
Because of network consolidation, branch locations were able to reduce headcount and consolidate service reps
Network readiness assessments of all locations
Planning, design and implementation of centralized model including integration into contact center.
Two-month discovery process to determine network and organization readiness needs
Avaya Complex Engagement (ACE) team created business case, overall implementation strategy and executive and business line relationship management
Program Management and procurement process alignment
Standardization of software, patches and training material

Customers can call anytime and receive service. No customer is ever left behind or left hanging, ever!
LOB management is seeing improved customer service
Customers are handled in the most efficient manner, professionally every time by the right agent, and agents are no longer getting burned out by overwork, as the calls are being more fairly distributed
This consolidation saved the business $30M dollars in the first 3 years.
CSI’s Network Assessment team reduced services pricing by 40% to accommodate customer’s budget
Network assessment team recognized as a trusted advisor by client on economical, technical and employee relationship levels
Near flawless deployment execution – on time, on budget

/ See also Avaya Intelligent Branch BankingSolution Playbookfor vertical industry variation and for additional details about the Branch Banking Solution.
VyStar Credit Union
Log into the Customer Gallery then search for Vystar which has the following Avaya internal access link:

Rapidly growing state-chartered credit union in northeast Florida, USA
Approximately 650 employees at headquarters and central service center, plus 467 employees throughout
22 branches
Current systems not efficient - Wait time for members too long; having a negative impact on customer service perception
Current system downtime indicated a better solution needed
Concerns about communications survivability and disaster recovery

Rapid geographic and volume growth, with 3-4 new branch openings per year
“Quality first” mindset – must provide a totally satisfying member experience
A “people-helping-people” environment
Needed Enterprise- and branch-related cost savings

Negative customer perception, loss of customer accounts & revenue
Missed growth targets

High level of independence and full functionality at branches
Agent productivity and skill set development support (collaboration tools and advanced agent features)
Ease of management for all telecommunications functions

Can deliver the call flows required
Customer determined that Avaya has the best contact center solution
The people, experience and management expertise of Avaya Global Services

S8700 Server IPConnect, S8300, G700 single-site and G350,G600, G650 Gateways; INTUITY™ AUDIX® ; Call Management System; Business Advocate; IP telephones and softphones; Extension to Cellular
These components and Avaya CSI support provided the right solution to meet the customers CBI’s

Quick, cost-efficient deployment of telecommunications for new fully featured, independent branches
Zero downtime due to equipment failure, and service interrupted by other factors is restored within 2-5 minutes
Shorter wait times and superior experience for members, resulting in high ratings on member satisfaction surveys
Improved, streamlined work environment for agents
Time savings, productivity, better use of skilled agents, and service level management achieved viaBusiness Advocate Avaya software
Ease of system management at main and branch levels
Revenue enhancement through customer satisfaction and operational efficiencies
Cost savings of over $94,000 per year on lines/maintenance, and $26,000 per new branch with survivable VoIP solution
“Incredible service” from Avaya and CSI