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Boston Red Sox Gear up with Avaya IP Telephony for Fenway ParkOpener

04-12-2004
  • New communications solutions upgrade fans' customer service and provide features that travel with the team for scouting, training and away games

Avaya announced that the Boston Red Sox have boosted customer service for their fans and communications capabilities for the team using Avaya IP telephony and contact center solutions.

Avaya Inc. (NYSE:AV) a leading global provider of communications solutions and services for businesses, today announced that the Boston Red Sox have boosted customer service for their fans and communications capabilities for the team using Avaya IP telephony and contact center solutions. Carousel Industries, a Platinum-certified Avaya BusinessPartner, provided the advanced solutions to the Red Sox.

Bringing the cutting edge to the historic, 91-year old Fenway Park, IP telephony merges voice applications into the data network. From the network bullpen, Avaya MultiVantage™ Communications Applications drive deep into the Red Sox's offices and contact center - to over 400 endpoints - providing improved customer service and communications mobility.

Fans will have easier access to ticket sales and overall community relations with new skills-based routing technology fielding each call to an ideally matched agent's glove. Contact center managers will also be able to dynamically manage their ever-changing customer service environment - moving agents quickly into place to backup others when call volumes run high in any particular area.

Communications features fly high over the fence, traveling with the team to scouting locations, spring training and away games. During spring training, Avaya IP Softphone provided staff members with all the calls and features of their Boston-based business phones through their laptop computers in Fort Myers, Fla. Staff members received and made calls, used typical features such as conference, hold and transfer from their training camp and hotel rooms - just as if they were in their Fenway Park offices. Staff and scouts will be able to field calls made to their office from anywhere with Avaya Extension to Cellular, a feature that seamlessly bridges calls made to a user's business number directly to his or her cell phone.

In deploying the new solutions, the Red Sox rotated high costs and limited capabilities out of the lineup. Gone are expensive toll calling charges from teammates traveling around the U.S. and long wait times for fans trying to reach team services. In place are greater mobility, new IP phones for team offices and luxury suites, simplified network management plus integrated voice and e-mail messaging.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including more than 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 Carousel Industries
Carousel Industries is an Avaya Platinum BusinessPartner headquartered in Charlestown, R.I. Carousel has regional offices in Boston, Bloomfield, Conn., Portsmouth, N.H. and Weston, Fla. The firm was founded in 1992 and has since has grown into a full-service reseller of communications products specializing in Converged Solutions. Carousel prides itself on its experienced Technical Staff, Project Management, and Customer Service Capabilities that continue to grow double digit every year. Carousel Industries was recently named the 3rd Fastest Growing Technology Company in Rhode Island. For more information about Carousel Industries visit us on the Web at www.carouselindustries.com or call 800-401-0760.

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