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From Travel to Tires, Avaya Helps Small and Medium BusinessesImprove Operations by Connecting Remote Offices

04-30-2003

Avaya (NYSE: AV), a leading global provider of communicationsnetworks and services for businesses, today announced that it ishelping Tower Travel Management, an Illinois-based travel agencythat specializes in the corporate market, and McConechy's TireService Group, Scotland's largest independent tire group, improvetheir business operations by connecting geographically dispersedoffices. As a result, the two firms are finding ways to growrevenue, reduce costs and improve customer service.

Avaya (NYSE: AV), a leading global provider of communicationsnetworks and services for businesses, today announced that it ishelping Tower Travel Management, an Illinois-based travel agencythat specializes in the corporate market, and McConechy's TireService Group, Scotland's largest independent tire group, improvetheir business operations by connecting geographically dispersedoffices. As a result, the two firms are finding ways to growrevenue, reduce costs and improve customer service.

Tower Travel Management wanted a way to link the company'sgeographically dispersed call center agents into a single,easy-to-manage network. By doing so, Tower would be free to addqualified agents to its team, regardless of where they werelocated. McConechy Tire wanted to manage its inventory more closelyand improve customer service by connecting its more than 50 retailstores into an integrated, corporate network — allowing them toshare sales and delivery data easily throughout the day.

Both firms found a cost-effective solution to their businesschallenges with the Avaya IP Office, a communication solutionspecifically designed for small to mid-sized firms. IP Officesupports from two to 256 users and allows businesses to link remotelocations into a single voice and data network. Avaya has deployed10,000 IP Office systems to businesses around the globe since theproduct was launched in 2002, including sales to the Boston Celticsprofessional basketball team, to performer Rod Stewart and to JennyCraig Inc., one of the world's largest weight management firms.

The Avaya IP Office is being shown this week at theNetWorld+Interop Las Vegas 2003 information technology trade show.Avaya IP Office is one of two comprehensive Avaya solutions forbranch offices. The company also recently announced EnterpriseConnect Solutions, a customizable set of systems, applications andservices for mid- to large-size businesses.

New revenue potential, long distance savings
Tower Travel was one of the first U.S. businesses to use Avaya IPOffice. With a 30-agent call center at its corporate headquartersin Oakbrook Terrace, a second call center in Chicago, and remoteagents in Tennessee, Texas and other states — Tower wanted to beable to hire an agent anywhere and to include that agent in asingle, consolidated call center that could be managed from anumber of locations.

"I have three managers who can activate an agent and perform anytype of administrative management from any Internet-connecteddevice," said Michael Foster, IT project manager, Tower Travel."That's very important for capacity management, rounding out peakcall times in one location by leveraging against another."

Avaya's Compact Contact Center, an enhancement to IP Office,enables Tower to view all agents in a single, consolidated group."Because connection to the Internet is all you need, you could beanywhere and get a broadband connection to the Internet with an IPaddress that puts you on our phone system. Now, I can schedule anagent in Tennessee as if she's part of my corporate call center andpart of the call queue. The technology opens up huge revenuepossibilities for us — with one agent, we can open an officeanywhere to attract new business."

Tower is also saving long distance charges. Its agent inTennessee had a long-haul, 56K line connecting to the Towernetwork, which cost $1500 per month. The same connection costs $90per month with a cable modem and an IP address, which is all thatthe IP Office system requires.

Reduced costs, improved customer service
McConechy's is using Avaya IP Office to link its headquartersfacility with its 53 tire depots across Scotland — allowing thefirm to reduce costs, manage inventories more closely and improvecustomer service.

With the firm's previous dial-up system, inventories wereupdated only once a day and failed to reflect interim sales madethroughout the business day. IP Office allows McConechy'spurchasing and accounting departments to work more closely with itsremote offices — linking core processes, transferring data moreimmediately and improving their ability to manage inventory. Inturn, local tire stores are able to access product availabilitydata and provide customers more precise information on when theirorder will be fulfilled.

As with Tower, McConechy's is also realizing costs savings byrouting phone calls over its own data network, paying for itself injust three months.

"We estimate that using Avaya equipment in this way will reduceour phone bills by 25 percent," said Donald Carmichael, operationsdirector for McConechy's. "Improved communications between alldepots and the head office will also enable us to speed upprocesses and ultimately allow us to provide better service to ourcustomers."

The Avaya IP Office for McConechy's was sold and installed byExchange Communications. The system for Tower Travel wassold and installed by Technology Solutions Group, aPlatinum-certified Avaya BusinessPartner.

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 Tower Travel
Tower Travel is one of Chicago's largest independent, full servicetravel agencies specializing in the corporate market. It wasfounded in 1979 and has focused on building its reputation bymaking business travel as easy and economical as possible. For moreinformation on Tower Travel, visit www.towertravel.com.

About McConechy's
Founded in 1956, McConechy's is Scotland's largest independenttire group and has served the motoring public for more than 40years. The company has 53 locations nationwide, each of themoffering quality goods and services that have made the company aScotland favorite. For more information on McConechy's, visit http://www.mcconechys.co.uk/index.htm.

About Technology Solutions Group
Technology Solutions Group, Inc. (TSG) was founded in 1999, and asan Avaya Diamond Dealer, sells Avaya equipment to the exclusion ofcompetitive telecommunications products. Principals of the firmhave a tenure track with Lucent Technologies and AT&T. TSGserves the telecommunications needs of companies of all sizes, fromthe multi-location, national enterprise to the single-officebusiness. Areas of expertise include converged enterprisesolutions, with an emphasis on IP telephony, contact centers/CRM,and voice technology. Avaya has bestowed Platinum Business Partnerdesignation upon TSG, based upon revenue, technical certificationsand customer satisfaction. TSG is headquartered in Wheaton, Ill.,and operates branch offices in Rockford, Ill., Springfield, Ill.,Omaha, Neb., Waterloo, Iowa, and Pittsburgh, Penn. For moreinformation contact Fran Cesarone, director of marketing, at (630)929-7646, or visit www.4tsg.com.

About Exchange Communications
Exchange Communications Ltd. was established in 1990 and over theyears has consistently grown to become one of the most successfulindependent business telecommunications system suppliers, servicingcustomers' needs in both the UK and throughout Europe. The companyoffers a range of solutions, from single office telephone systemsto complex multisite and call center configurations and networkedcommunication solutions. For more information on ExchangeCommunications, visit http://www.exchangecommunications.co.uk.

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