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Cass Business Telecommunications Systems Achieves GoldCertification Status with Avaya

09-25-2003
  • Helps bankcard services company save 20% on labor by improvingcontact center productivity

Cass Business Telecommunications Systems today announced that ithas been certified as a Gold BusinessPartner by Avaya Inc.(NYSE:AV), a leading global provider of communications networks andservices to businesses. Cass sells Avaya communications systems,design and implementation services to businesses across the U.S.

Cass Business Telecommunications Systems today announced that ithas been certified as a Gold BusinessPartner by Avaya Inc.(NYSE:AV), a leading global provider of communications networks andservices to businesses. Cass sells Avaya communications systems,design and implementation services to businesses across theU.S.

The Gold certification is an industry-recognized designationthat indicates Cass has met a series of rigorous criteria to ensuresuperior technical competency and the ability to deliverbest-in-class customer service and support as measured by anindependent survey organization.

One of the many companies that is benefiting from Cass'sexceptional customer service is CardWorks, the parent company ofCardholder Management Services (CMS), a leading third-partybankcard services company that supports banks, financialinstitutions and other organizations that issue credit cards.

Cass has helped CardWorks link its outbound customer contactcenter in Pittsburgh, Pa., with its inbound center in Woodbury,N.Y. As a result, the firm can manage the two facilities as one —monitoring quality, sharing agents and offloading call volumeduring peak periods. The two sites also share a single AvayaPredictive Dialing System that automates dialing and allows agentsto reach customers more quickly. By using its agents moreefficiently, CardWorks has been able to reduce its labor costs by20% a year.

Cass's solution for CardWorks is based on Avaya S8700 MediaServers and Avaya Communication Manager IP Telephony software.CardWorks is using IP telephony to place calls between companylocations — reducing toll costs by routing calls over its ownprivate data network. A remote survivable node on the network isprogrammed and ready to take over call control in the event that acentral server or communications link is disrupted, providingcommunications continuity for critical business operations.

Based on the bottom-line results realized by linking the NewYork and Pennsylvania locations, CardWorks recently turned to Cassto add a third call center in Murray, Utah to its IP-basednetwork.

The Benefits of Avaya Gold Certification
Bernie Yatauro, president of Cass Business TelecommunicationsSystems, noted that the company's Gold Certification helps todistinguish his firm to customers like CardWorks.

"Avaya's certification program provides a good way todifferentiate dealers," he said. "Technology is changing soquickly, and this indicates to our customers that we are doing whatwe need to do to stay on top of those changes."

For Cass to achieve the Gold rating as an Avaya BusinessPartner,the company had to meet specific requirements in three keyareas:

  • Superior revenue performance in selling Avaya productsand solutions.
  • Customer satisfaction ratings of 85 percent orhigher.
  • Certified employees who have completed courses andpassed a rigorous exam to earn the designation "Avaya CertifiedSpecialist." Avaya has one of the industry's leading programs tocertify technical professions in converged voice and data networksand applications, including IP telephony.


"Avaya's strategy with its BusinessPartner program is to ensurethat customers have a consistent, quality experience, whether theybuy direct from Avaya or indirect through a partner like CassBusiness Telecommunications Systems," said Todd Meister, Avaya vicepresident, Global Channel Strategy and U.S. Distribution. "Throughits commitment to certification, Cass has proved its tremendousvalue both to Avaya and its customers — commitment to thecontinuous development of their support and technical expertise andto the consistent delivery of superior customer service."

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

About Cass Telecommunication Systems
Founded in 1985 and headquartered in Port Washington, N.Y., Cassoffers a nationwide network of experienced communicationsspecialists who are dedicated to the design, implementation andongoing maintenance of automated voice, data and IP systems formedium to large businesses using Avaya hardware and software. Formore information, visit www.cassbts.com.

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