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Alestra AT&T Reduces Costs and Improves Customer Service withIP Telephony Solutions from Avaya

11-30-2004
  • Leading long distance provider in Mexico implements a converged network that connects over 2,000 employees; Migrating to IP Telephony allows Alestra to use existing equipment and protect investments

Avaya announced that Alestra AT&T, a leading provider of national and international long distance services in Mexico, has implemented an IP Telephony solution that has enabled the company to improve customer service while reducing costs.

Avaya Inc. (NYSE:AV), a leading global provider of businesscommunications software, systems and services, today announced thatAlestra AT&T, a leading provider of national and internationallong distance services in Mexico, has implemented an IP Telephonysolution that has enabled the company to improve customer servicewhile reducing costs.

Business is booming for Alestra in Mexico. As a result of thecompany's growing customer base, Alestra needed to expand itsCustomer Service Center. Previously housed in the company'sheadquarters known as the Mega Center, the Customer ServiceCenter was integrated with the Residential Billing Center in a newfacility near the company's main offices. In order to continueoffering superior customer service it was critical for the newbuilding to have the same high performance communications networkas in the Mega Center.

"We needed a solution that would connect the 2,000 employees atboth facilities easily and efficiently," explained Apolos García,IT Director for Alestra. The company selected a platform thatcombined traditional voice with Internet Protocol (IP). The new IPnetwork connects the company's headquarters and new CustomerService Center seamlessly. Among the many advantages of the newAvaya solution are increased flexibility and investment protectionsince Alestra is able to use traditional telephony equipment andadd a robust IP system that enables features such as callforwarding, conferencing, voice messaging and other applications.The solution also allows Alestra to migrate to a 100 percent IPnetwork at their pace.

"Our main priority was to protect our investment right from thestart," said Garcia. "We had a central switch in perfect conditionso we needed a solution which would let us still use it whenintegrating the Client Attention Center and the Mega Centeronto one single voice and data network. The advantage of workingwith Avaya was obvious when we learned we could keep ourtraditional telephony equipment, producing savings from the start,but ensuring that when the time comes, we will be able to migrateto new technologies," he added.

The converged network was deployed almost immediately. AvayaGlobal Services ensured that the new Customer Service andResidential Billing Center was up and running in just nineweeks.

About Avaya
Avaya Inc. designs, builds and manages communications networks formore than one million businesses worldwide, including over 90percent of the FORTUNE 500®. Focused on businesses largeto small, Avaya is a world leader in secure and reliable InternetProtocol telephony systems and communications software applicationsand services.

Driving the convergence of voice and data communications withbusiness applications — and distinguished bycomprehensive worldwide services — Avaya helps customersleverage existing and new networks to achieve superior businessresults. For more information visit the Avaya Web site: http://www.avaya.com

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