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20,000th Avaya INDeX™ Converged Communication System Implemented byAT Communications

  • 3663 Food Distribution uses INDeX IP to reduce lost calls by68%

Avaya Inc. (NYSE:AV), a leading global provider of communicationsnetworks and services for businesses and AT Communications, one ofthe UK's leading independent resellers, today announced the20,000th implementation of Avaya's INDeX IP converged communicationsystem in Europe, the Middle East, Africa and Asia-Pacific. Avaya'sbusiness partner,

Avaya Inc. (NYSE:AV), a leading global provider ofcommunications networks and services for businesses and ATCommunications, one of the UK's leading independent resellers,today announced the 20,000th implementation of Avaya's INDeX IPconverged communication system in Europe, the Middle East, Africaand Asia-Pacific. Avaya's business partner, ATCommunications has implemented INDeX IP at the leading UKnational food distributor 3663, to improve customer service throughfaster response to calls and more effective resolution ofenquiries. The contract is a landmark in the six year history ofthe INDeX system which has over 1.4 million users in Europe, theMiddle East and Africa and Asia-Pacific.

3663 is using INDeX IP as a contact centre system across 19 ofits 38 sites in the UK to improve service in the telesalesdepartments and depots for its customers in the catering industry.These include food chains such as Burger King and Pret-a-Manger,pubs, schools and the Ministry of Defence. In 2002, 3663 bought sixINDeX IP systems, which were installed at the company's offices inLee Mill in Devon, Manchester, Stevenage, Battersea, Gateshead andEdinburgh. Six more INDeX IP systems have been purchased so farthis year. Currently, the 20,000th INDeX system is being installedin 3663's Northampton site. The use of INDeX IP has enabled 3663 toreduce significantly call-waiting times and lost calls. Following3663's own research, it has been found that lost calls have beenreduced by 68 percent using the new system. Also, it enables staffto provide more proactive customer service. This is borne out by a14 percent increase in outbound calls and has allowed 3663 toensure customers are called at times to suit their needs.

INDeX IP is providing 3663's telesales centre managers withmanagement tools to track inbound and outbound calls and avoidmissed calls. This has allowed 3663 to plan more effectively andincrease the number of proactive outbound calls.

"3663 is a shining example of how businesses can benefit fromimproved communication with INDeX IP. Avaya's Gold-accreditedbusiness partner, AT Communications has demonstrated the strengthof INDeX IP as one of the most reliable contact centre systems onthe market, helping 3663 to distribute food across the entirecountry," commented Richard Pitt, sales director for Avaya's Smalland Medium-sized Business Solutions (SMBS) group in the UK andIreland.

Kevin Murphy, technology development manager at 3663, commented:" We have managed to reduce lost calls by 68 percent which ishelping to significantly improve our business. After recommendationby AT Communications, we chose the INDeX IP system because itimproves our ability to stay in contact with our customers. Thesystem provides an outstanding contact centre which was the mostimportant factor for us as it is reliable, 'future-proof' andenables our contact centre agents to easily balance in-bound andout-bound calling."

Avaya's Diamond distributor in Europe, Crane distributes theINDeX IP range of communication systems to AT Communications.Crane's Avaya product director, Tim Brooks commented: "This is agreat milestone for us all — and it shows clearly both thelongevity and the future potential of INDeX IP."

Plans are already afoot for 3663 to extend the rollout of INDeXIP to all 40 of its sites.

Notes to Editors
Avaya's INDeX IP system (Integrated Network Digital Exchange) is aconverged communication system capable of handling a wide range ofvoice, data and video conferencing requirements. The systemsupports a wide range of business operations including contactcentres; computer telephony integration (CTI); IP telephony and canbe upgraded easily. Photography is available on request.

About AT Communications
AT Communications is one of the UK's leading independenttelecommunications resellers, providing communication solutionstailored to meet the requirements of the corporate business market.Established in 1999, the company's turnover for 2003 is forecast tobe £20 million. As a communications partner, AT Communicationsoffer a 'one-stop-shop' solution for all telecommunicationrequirements; the company's portfolio includes telephone systemsand maintenance, data infrastructure, internet connectivity,network services and mobile communications. The company has awardwinning Customer Service and prides itself on the philosophy ofbeing positive, truthful and honest with customers.

About Avaya
Avaya Inc. designs, builds and manages communications networks formore than 1 million businesses worldwide, including 90 percent ofthe FORTUNE 500®. Focused on businesses large to small, Avaya is aworld leader in secure and reliable Internet Protocol (IP)telephony systems and communications software applications andservices.

Driving the convergence of voice and data communications withbusiness applications — and distinguished by comprehensiveworldwide services — Avaya helps customers leverage existing andnew networks to achieve superior business results. For moreinformation visit

About 3663
3663 is one of the UK's leading and most forward thinking fooddistribution companies, operating out of 40 sites throughout thecountry with a turnover in excess of £1 billion, which are pidedinto specialist pisions catering to the every need of thecaterer.

3663 Foodservice - click to enlarge photo

About Crane Telecommunications
Crane's aim is to be the leading value-added distributor ofcommunications equipment, software and services in their chosenoperating markets. Founded in 1990, Crane supports over 250resellers in the UK, Ireland and Benelux. Crane has partneragreements with world-class product and services suppliers such asAvaya, NEC, Intel, Anikti, LG Electronics, Altitude and ActiveVoice. With over 50,000 PBX implementations and a comprehensivesupport and services pision Crane continues to drive the adoptionof the latest communications technology. Crane achieved a turnoverof £77 million in 2001-2002 with a current staff of 235.

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