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Avaya Online Forum Helps Businesses Grow Revenues

10-01-2003
  • Forum Includes Global Web Chat on October 16th Discussing HowAvaya's Contact Center Solutions Can Help Companies Thrive

Avaya Inc. (NYSE:AV), a leading provider of communications networksand services for businesses, today announced the launch of a newonline forum to help organizations develop strategies for growingrevenues in a rapidly changing global environment. Entitled

Avaya Inc. (NYSE:AV), a leading provider of communicationsnetworks and services for businesses, today announced the launch ofa new online forum to help organizations develop strategies forgrowing revenues in a rapidly changing global environment. Entitled"Reach > Greater Revenue," this is the third in aseries of Avaya online forums designed to help businesses usecommunications to reduce costs, increase security and growrevenues.

The new forum, now available online at www.businessrealities.com/press3,features insights and perspectives from Avaya executives andindustry analyst Nick Lippis, as well as industry research fromInformationWeek magazine and customer case studies fromleading global organizations. A related live Web chat will be heldat 11:00 a.m. Eastern on Thursday, October 16, allowingparticipants to ask questions and to benefit from therecommendations of Avaya business leaders and other industryexperts.

Reach > Greater Revenue is designed to helpcompanies develop multipronged strategies for achieving a superiorcompetitive advantage, even in a lackluster economy. In particularthe forum explores how businesses can utilize Avaya's contactcenter solutions and related applications, systems and services toenhance customer relationships and increase order size.

"To grow revenue, companies need to look no further than theircommunications system," said Nick Lippis, president of LippisConsulting. "It can help them make significant improvements incustomer service and response times — resulting in increasedrevenue per customer, customer loyalty and market-share gains."

In a recent survey of IT professionals, 40% said that generatingrevenues was the primary focus of their business technologystrategy — a 60% increase over 2002. Information Week also foundthat improving customer service was the number one business goal ofIT professionals for the last three quarters in a row.

During the forum, several Avaya customers will share how theyare using communications to grow revenue — including GrantThornton, a global accounting firm; Chunghwa Telecom, the largesttelecommunications company in Taiwan; and Dollar Rent A Car, amajor provider of rental vehicles.

Another is Hugendubel, the second largest bookstore chain inGermany with more than 1,000 employees and 27 branch retailoutlets. The firm turned to Avaya for a customer service solutionthat would position Hugendubel for competition with new onlineretailers. Avaya helped Hugendubel integrate disparate financialaccounts, courier services and stores into a single, integratedcustomer relationship management (CRM) system. With the newcentralized system, the company's customer service agents now canhandle telephone calls, e-mails, online orders and Web chatsthrough the same, intuitive interface, and incoming and outgoingorder processing is fully automated.

"This was about completely rethinking the issue of customercontact from the ground up," said Stephan Gallenkamp, managingdirector of Hugendubel. "The end result is that our business runsmore efficiently and our employees can now devote more of theirtime to their core skill — dealing with our customers."

To complement this online forum, Avaya is currently sponsoring anineteen-city best practices forum on reaching greater revenues inthe U.S. To find the city nearest you, please visit www.avayaseminars.com.

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 the Avaya Web site: http://www.avaya.com

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