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Colorado Springs Credit Union Links Branch Offices, ImprovesCustomer Service with Avaya IP Office Network

12-02-2003

Avaya (NYSE:AV), a leading global provider of communicationsnetworks and services for businesses, today announced that theColorado Springs Credit Union is using an Avaya IP Office networkto link its three branch offices — providing seamless communicationamong the sites and boosting customer service.Avaya (NYSE:AV), a leading global provider of communicationsnetworks and services for businesses, today announced that theColorado Springs Credit Union is using an Avaya IP Office networkto link its three branch offices — providing seamless communicationamong the sites and boosting customer service.

The credit union is a member-owned, not-for-profit financialinstitution that serves more than 50 Colorado-area organizations.But with three independent phone systems for its three branchlocations, customer service suffered. The organization had multiplephone numbers, and members had to redial each time they hadquestions best resolved by a financial specialist at anotherbranch.

To resolve the problem, the credit union selected an Avaya IPOffice Solution. Part of Avaya's industry-leading IP telephonyportfolio, Avaya IP Office offers a choice of communicationprotocols and helps small- to mid-sized firms move to IP telephonyat the pace they choose. It combines comprehensive voice and dataapplications normally reserved for large enterprises witheasy-to-use tools that allow even the smallest businesses todeliver cutting-edge customer service. IP Office supports up to 256users and features Avaya's latest advancements in converged voiceand data technology — supporting conferencing, contact centers,voice messaging and a host of other communication applications.

New Avaya IP Office systems at each of the three ColoradoSprings Credit Union locations are now linked in one seamlessnetwork, enabling calls to be easily transferred to the appropriateparty regardless of their location. In addition, for the first timecredit union staffers are able to use extension-only dialing toreach each other and to leave and retrieve messages through a new,centralized voicemail system.

"As we looked for a new system, we found that our organizationwas too large for compact systems, but too small for a largersystem," said Alan Zetterberg, vice president of marketing forColorado Springs Credit Union. "The Avaya IP Office system reallyfits the small- to middle-sized business, while still giving usroom for growth. It also gives us access to the latest IP telephonytechnology that we know is the wave of the future."

With its new IP telephony capability, Colorado Springs isrouting its site-to-site calls over its own data infrastructure,simplifying systems administration by operating one, convergednetwork. It also has reduced the multiple phone lines it maintainsfor its three locations to just two — a single local number and a1-800 number that make it far simpler for members to contact thefirm.

The Compact Contact Center application delivered with Avaya IPOffice has allowed Colorado Springs Credit Union to take yetanother step towards improving customer service by establishing itsfirst true call center. All the organization's inbound calls arenow answered by the center, allowing the organization to matchmembers with the financial specialist best able to meet theirneeds. The Avaya Compact Contact Center supports up to 75 agentsand provides managers with historical reports and a real-time viewof call center activity — allowing them to measure key performanceindicators and manage their resources more effectively.

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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