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Avaya Working with Top Microsoft® Partner to Provide Integrated IPCustomer Care Solution to Small and Medium Businesses

  • I.B.I.S., Inc. to implement integrated system that combinesAvaya IP Office with Microsoft Business Solutions CustomerRelationship Management (Microsoft CRM) software

Avaya Inc. (NYSE:AV), a leading global provider of communicationsnetworks and services for businesses, today announced that it isworking with enterprise business solution provider I.B.I.S., implement an applications suite that integrates MicrosoftBusiness Solutions CRM (Microsoft CRM) with the Avaya IP Office tosmall and medium businesses worldwide.

Avaya Inc. (NYSE:AV), a leading global provider ofcommunications networks and services for businesses, todayannounced that it is working with enterprise business solutionprovider I.B.I.S., Inc. to implement an applications suite thatintegrates Microsoft Business Solutions CRM (Microsoft CRM) withthe Avaya IP Office to small and medium businesses worldwide.

Avaya and I.B.I.S. are demonstrating the integrated Avayasolution at the Microsoft Worldwide Partner Conference 2003 beingheld here this week. The annual conference is targeted atMicrosoft's global business partners, distributors, systemintegrators, education and OEM partners, and independent softwarevendors.

The integrated solution is designed to empower small and mediumbusinesses to serve their customers better with new communicationsand productivity tools that contribute directly to their bottomline. Controlled introductions of the integrated solution at anumber of customer locations initially in North America — includingat I.B.I.S., for its mortgage lending solution application — havebeen taking place since July.

Avaya IP Office with Microsoft CRM is designed to enable smalland medium businesses to build more profitable customerrelationships, enhance their business efficiency, and betterunderstand their customers' needs. For example, the solutionautomatically integrates inbound customer sales with customersales/service history, and the system retrieves and tracks realtime information anytime, anywhere. Its reporting and analysiscapabilities integrate call data with all business systems, andinstallation can be achieved in days, not months.

Traditionally, CRM solutions have been out of the reach of smalland medium size businesses either due to cost or complexity.Microsoft CRM addresses this issue — and provides these companieswith a solution that meets sales and service needs — at a low totalcost of ownership. And thanks to integration of the Avayacommunications system and end users' customer databases, Avaya IPOffice enables businesses to better manage the entire customerexperience and drive new levels of productivity. Avaya is a globalmarket leader in contact center solutions, with more than 20,000customer care center customers and 500 multi-channel contact centercustomers worldwide.

"Our strategy is to provide small and medium businesses a pathto efficiently seamlessly and securely drive their business fromwhere it is today to where they need it to be," said Dave Johnson,group vice president, Small and Medium Business Solutions, Avaya."Offering business value for customers and enabling them to gainthe benefits of IP telephony is key to our strategy."

IP Office is a high performance telephony and data server,designed a built specifically for the small and medium businessmarket. It enables businesses to move to IP telephony on their ownpath, at their own pace and at their own choice. It combinescomprehensive voice and data applications normally reserved forlarge enterprises with easy to use tools that allow the smallest ofbusinesses to deliver cutting edge customer service. IP Officesupports up to 256 users and features Avaya's latest advancementsin converged voice and data technology, supporting a host ofcommunication applications, including conferencing.

"Avaya's IP telephony solutions provide tremendous value to ourclients as well as to our own organization," said Andy Vabulas, CEOof I.B.I.S. "Specifically, IP Office transforms Microsoft CRM intoa real-time communications medium by making relevant customer andprospect data instantly available during our phone conversations.This capability dramatically improves the effectiveness of oursales and support organizations. Now we can apply metrics to ourtelephony system, as well as our to our CRM system, to ensure thatwe're taking care of our prospects and 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 the Avaya Web site:

About I.B.I.S., Inc.
Founded in 1989, I.B.I.S., Inc. ( is a leadingtotal enterprise business solution provider for companies seekingto gain a competitive advantage through Microsoft technologysolutions. I.B.I.S., Inc. is a full-service consultancy providingend-to-end business solutions related to Microsoft BusinessSolutions ERP and CRM application software and Microsoftinfrastructure products. I.B.I.S., Inc. is a Microsoft BusinessSolutions Gold Certified Partner, a Microsoft Business SolutionsInner Circle Partner, a Microsoft Gold Certified Partner forEnterprise Systems; the recipient of the 2001 Outstanding Partnerof the Year award; and an Avaya certified BusinessPartner.

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