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Adams Keegan Improves Customer Service, Reduces Costs WithIntegrated Solution from Avaya and Microsoft®

02-11-2004
  • Avaya IP Office and Compact Contact Center integrated with Microsoft CRM; Links company's communication system and data base for quick and easy access to customer information

Avaya and Voda One announced that Adams Keegan, a leading human resources management company, is using an integrated Avaya and Microsoft solution to improve customer service and reduce costs.

Avaya (NYSE:AV), a leading global provider of communications networks and services for businesses, and Voda One, a channel provider of networking technology, today announced that Adams Keegan, a leading human resources management company, is using an integrated Avaya and Microsoft solution to improve customer service and reduce costs.

The solution was sold to Adams Keegan by Hutton Business Solutions, an authorized reseller for both Avaya and for Microsoft. Network design and testing were provided by Voda One, a pision of Westcon Group Inc., an Avaya distributor and global channel provider of networking technology products.

Headquartered in Memphis, Tenn., Adams Keegan provides outsourced human resources services to companies across the U.S., communicating with its customers and their employees via phone, fax, Web chat and e-mail. Driving down the cost of these transactions - while delivering superior service - is critical to the company's profitability and growth.

A new Avaya IP Office Solution featuring integrated Microsoft® CRM capabilities is helping Adams Keegan meet its objectives by providing an automated way to capture and access customer information. Rather than having to search for files, the company's human resources specialists now receive immediate PC screen pops with information on incoming callers, giving them access to a complete record of the customer's account and recent interactions. In addition, facsimiles, Web chats and e-mail are automatically routed to the appropriate customer database as they arrive.

The integrated solution is the result of a strategic alliance between Avaya and Microsoft to deliver packaged applications and hardware solutions for small and medium businesses. By coupling telephony data with information from customer databases, these new solutions help smaller firms deliver service levels that rival those of much larger enterprises.

The solution for Adams Keegan integrates customer data stored in Microsoft® Business Solutions CRM with Avaya IP Office and an Avaya Compact Contact Center. Human resources professionals use a "softphone" feature of Avaya IP Office to make and receive IP telephony phone calls from their laptop or personal computer using a headset. Avaya IP Office identifies incoming callers based on their phone number, while Microsoft CRM searches the Adams Keegan customer database for a match and retrieves customer records. The Avaya IP Office solution then "screen pops" the information to the agent's PC. Built-in Microsoft CRM analytics help the company track the time and cost associated with specific transactions so that it can better manage its business.

"This new functionality allows us to assign a cost to each and every service transaction," said Jay Keegan, president of Adams Keegan. "Doing so gives us a powerful tool for managing our business. We now can easily aggregate our costs and compare them to our revenues - giving us the data we need to focus our resources in those areas that involve our best customers and that are most profitable to our business."

Eva Fujan, vice president of sales and operations, Voda One, said: "Hutton had worked on projects in the past, and then we recruited them to start selling IP office and telephony. When Hutton saw this opportunity, they had a solid vision of how it should work, but needed help with the implementation and design. Before installing the solution, we build and tested it in a live environment at Voda One's lab. It worked just as Hutton had hoped it would. The success of this project is a perfect example of how we were able to help accelerate a business partners' success in revolutionary technology."

The components of the Avaya-Microsoft solution
Avaya IP Office
serves as the hardware platform for the integrated Avaya-Microsoft solution for small and medium businesses. Part of Avaya's industry-leading IP telephony portfolio, Avaya IP Office supports up to 360 extensions and offers a choice of communication protocols that help small- to mid-sized firms move to IP telephony at the pace they choose. It combines comprehensive voice and data applications normally reserved for large enterprises with easy-to-use tools that allow even the smallest businesses to deliver cutting-edge customer service.

Avaya Compact Contact Center for IP Officeis a comprehensive customer contact application for up to 75 agents that supports voice calls, e-mail, Web chat and Web callback. It includes a full set of customizable capabilities for routing incoming calls and comprehensive management and reporting tools that managers can use to control costs, enhance the customer experience and get the most out of their contact center investment.

Microsoft Business Solutions CRMis a business application specifically designed to track all customer interactions automatically, regardless of how they were initiated. Each interaction can be recalled inpidually or combined with others to create a complete customer history. Microsoft CRM also includes reporting tools for accurate forecasting and measurement of business activity and employee performance.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

About Hutton Solutions
Hutton Business Solutions designs, installs, and supports telephone and software products from Avaya and Microsoft for middle to small sized businesses, helping businesses drive down costs, accelerating their sales and service functions while increasing quality. For more information, visit http://www.huttonsolutions.com/.

About Westcon Group
Westcon Group, Inc., is a global channel provider of networking technology. Through its pisions, Westcon, Comstor and Voda One, the company offers products and services for convergence technology, remote access, Internet and e-business, virtual private networks, videoconferencing, wireless connectivity and network security. Westcon Group, Inc., is located at 520 White Plains Road, Suite 100, Tarrytown, NY, USA, 10591-5167; tel.: 914 829-7170; fax: 914 829-7137; www.westcongroup.com.

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