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NetVersant and Avaya Enterprise Connect Solutions Help BOC EdwardsImprove Customer Service, Increase Flexibility and Reduce CostsAcross Multiple Locations

06-18-2003
  • High-tech manufacturer centralizes and simplifies operationswhile providing more advanced communications capabilities for itsdistributed workforce

High-tech manufacturer BOC Edwards is improving collaborationbetween customers and its specialized technical employees, loweringcosts and managing its business with greater flexibly using AvayaEnterprise Connect Solutions. The company expects over $85,000 inannual savings using Enterprise Connect, a set of applications,systems and services specifically designed to cost-effectivelyoptimize a workforce over multiple locations, including branch andremote offices.

High-tech manufacturer BOC Edwards is improving collaborationbetween customers and its specialized technical employees, loweringcosts and managing its business with greater flexibly using AvayaEnterprise Connect Solutions. The company expects over $85,000 inannual savings using Enterprise Connect, a set of applications,systems and services specifically designed to cost-effectivelyoptimize a workforce over multiple locations, including branch andremote offices.

NetVersant, a platinum-certified Avaya BusinessPartner, handledthe design, sale and implementation for BOC Edwards. Avaya Inc.(NYSE:AV) is a leading global provider of communications networksand services for businesses.

BOC Edwards, a major supplier of materials, equipment andservices to the semiconductor industry, standardized communicationsacross 24 different locations with Enterprise Connect. By doing so,the company significantly increased the ability to providecustomers with dedicated expertise to support their accounts,unrestricted by an employee's location. The company has gainedgreater flexibility in hiring agents anywhere in the country and inopening or closing offices. Additionally, the company saves over$38,000 annually in connectivity costs alone, and anticipatesanother $50,000 in annual savings using the Meet-Me Conferencingfeature of Avaya Communication Manager Internet Protocol (IP)telephony software.

"We had a business need to upgrade, replace or integrate varioussystems that we inherited through a series of acquisitions," saidMartin Cox, technical services manager, Planning and Developmentfor BOC Edwards. "We wanted to bring locations that even had just afew people into the voicemail system and four-digit dial plan."

BOC Edwards had explored IP telephony and felt the time wasright to begin converging voice into its recently upgraded datanetwork. IP telephony enables the company to cost-effectivelydeliver the communications technology needed to a single employeein a remote location in the same manner that supported hundreds ofworkers in the company's headquarters.

"IP telephony enables us to bring the technology to the personwith the skill, rather than bringing the person with the skill tothe technology," said Cox. "We're not limited by technology. Undertraditional circumstances, it was hard to justify setting up a callcenter for a handful of people in a remote office. Now we just putin IP telephones and they have all of the Avaya MultiVantage™Communications Applications features and become part of thecorporate network and dial plan."

An Avaya Media Server1 and Avaya Network Managementsupport centralized administration and management in BOC Edwards'Wilmington, Mass. headquarters and drive telephony, contact centerand messaging applications deep into the rest of the company'slocations. Branch and remote offices have local survivability,meaning that they will remain operational even if there is anegative impact to the Wilmington location or to the wide areanetwork among the sites.

While all of BOC Edwards' customer service and technical supportcalls come into the Wilmington location, the single toll-freenumber belies the complex capabilities that quickly deliver everycall to a highly-skilled agent who is as close to the customer aspossible. Avaya Customer Interaction Suite contact centerapplications provide 'time-of-day' coverage, plusskills-based-routing built on BOC Edwards' product lines andcustomer area codes and more.

"Now, we always have people in different time zones available tospeak to the customer at any time," said Cox. "Before it was anightmare with transferring calls or leaving voicemails. Now, thecustomer is always connected with someone."

Cox and his IT department colleagues have also found a real boonin Avaya Extension to Cellular — a mobility feature that's part ofthe Avaya Communication Manager. The feature allows calls made toany desktop extension to be bridged to a cell phone — inside thebuilding or anywhere in the world that cell coverage is available.BOC Edwards is using a mix of new IP and existing digitaltelephones for 800 employees.

NetVersant collaborated with Avaya Global Services on design andimplementation, and with Avaya Financial Services to provide aleasing arrangement for BOC Edwards.

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 NetVersant
NetVersant Solutions (www.netversant.com) is theleading national provider of voice, video and data communicationssolutions, including local and wide area network infrastructure,electronic security systems, wireless network installations, voicetechnologies and telephony systems/applications. NetVersant alsooffers ancillary services for converging systems operated over acommon network, including systems for videoconferencing/streaming,voice-over-Internet protocol (VoIP) and closed-circuit televisionand assists customers in the planning, design, implementation,integration, maintenance and support of local and wide areanetworks.

About BOC Edwards
BOC Edwards, part of The BOC Group plc, is a leading supplier ofintegrated solutions for the manufacture of microelectronicsdevices, including silicon semiconductors, compound semiconductorsand flat panel displays. Partnering with fabs, foundries andprocess tool manufacturers, BOC Edwards provides process-enablingsubsystems that are supported by best-in-class operations andmaintenance services for its global customer base.

1Avaya S8700 Media Server is in thecompany's headquarters with Avaya S8300 Media Server and Avaya G700Media Gateway in seven branch locations, others may have AvayaDEFINITY® Server or direct connect IP telephones in remote/homeoffices.

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