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UpSource Chooses Avaya MultiVantage™ Communications Applications toMeet Immediate Customer Demands and Support Future Growth

  • New Avaya Solution increases performance and reduces costs forcontact center outsourcer

Avaya Inc. (NYSE: AV), a leading global provider of communicationsnetworks and services for business, today announced that UpSource,a growing customer service outsourcer, has installed AvayaMultiVantage™ Communications Applications to meet current needs forincreased performance and reliability in a contact center solutionand provide a foundation for growth.

Avaya Inc. (NYSE: AV), a leading global provider ofcommunications networks and services for business, today announcedthat UpSource, a growing customer service outsourcer, has installedAvaya MultiVantage™ Communications Applications to meet currentneeds for increased performance and reliability in a contact centersolution and provide a foundation for growth.

UpSource requires a secure, reliable communications system withhigh availability to best serve their customers and operate itsbusiness effectively. High availability means that the systemdelivers maximum performance under the highest volume of calls andcomplex routing patterns — even as it would under less demand. Highavailability is crucial to UpSource since any downtime results inlost income and reduced customer confidence.

The new Avaya solution that supports Upsource's contact centerbusiness replaces the original, year-old system, which wasinstalled when the company opened its Sydney, Nova Scotiaoperations. The solution has improved efficiencies, reduced thedowntime and provided increased functionality through a rich arrayof features and predictive contact center capabilities.

"After our first year of operation, we realized we needed asystem that was more reliable than what we had. Avaya gave meconfidence that they could meet our needs and provide real,value-added features that would support our business," said MarkBurns, chief technical officer, UpSource. "We expect the new systemto pay for itself in no time through the cost savings, improvedoperations and better client relationships."

UpSource implemented Avaya Communication Manager for InternetProtocol (IP) telephony and Avaya Call Management System (CMS) forcontact center management, monitoring and analysis1.Avaya CMS system supplies UpSource managers with the criticalinformation and management tools needed to help maximize theperformance of contact center operations. Robust maintenance andalarming features, coupled with Avaya expert systems and remotemaintenance support from Avaya BusinessPartner, Aliant, help reducetechnical issues in UpSource's contact centers.

UpSource is also looking to Avaya MultiVantage CommunicationsApplications and Avaya Converged Infrastructure to help shape itsexpansion plans and goals for the future. The company can easilyand cost-effectively increase the number of agents and will be ableto smoothly evolve to full IP telephony without major upheaval whenthe time comes.

"UpSource views relationships with our clients as partnerships —we understand that their customers are their most important asset,"said Susan Cohen, vice president, Sales and Marketing, UpSource."Our Avaya solution gives us confidence in the ability to deliveruninterrupted, high-quality service. The new solution will also paypidends into the future, since we will be able to grow our centerto more than 300 seats for almost $500,000 less than it would havecost with our old system."

UpSource is also currently planning to provide workers withremote access to work from home and create more flexible workingschedules using the Avaya IP Agent solution.

"The implementation of Avaya MultiVantage CommunicationsApplications will provide UpSource with the required foundation tobuild for the future." said Patrick Lance, vice president ofmarketing, Avaya. "In addition, the Avaya solution gives UpSourcewith renewed reliability and confidence, essential in thecompetitive customer service outsourcer market."

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 UpSource
UpSource delivers high quality customer service and sales supportfor organizations of all sizes. Leveraging outstanding agents andindustry leading technology to service customers quickly andefficiently. UpSource delivers service with the same commitment andmotivation one would expect from its own employees. Whether overthe phone, delivering live support on the web, answering an e-mail,or white mail, UpSource stands for intelligent and cost effectiveCustomer Service, based on state of the art infrastructure. Formore information visit the UpSource Web site:

1 Avaya MultiVantage CommunicationsApplications cover Avaya Communication Manager for IP telephony,Avaya Customer Interaction Suite for contact centers, Avaya UnifiedCommunication Center for access and Avaya Modular Messaging.

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