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KeyPoint Credit Union Selects Converged Solution From Avaya andExtreme Networks To Deliver More Effective Customer Service

  • Silicon Valley-based Financial Institution Uses New IP Network to Consolidate Branch Office Communications and Improve Contact Center Operations

When KeyPoint Credit Union set out to deliver faster and more effective customer service to its members, the company chose an end-to-end converged communications solution based on Avaya IP telephony and contact center applications and a high-performance, switched network infrastructure from Extreme Networks.

When KeyPoint Credit Union set out to deliver faster and more effective customer service to its members, the company chose an end-to-end converged communications solution based on Avaya Inc. (NYSE:AV) IP telephony and contact center applications and a high-performance, switched network infrastructure from Extreme Networks, Inc. (NASDAQ: EXTR).

Headquartered in Santa Clara, CA., KeyPoint Credit Union is a financial institution that serves more than 3,200 companies and 80,000 members across the U.S. and overseas. KeyPoint provides a range of financial services such as online and in-branch banking, investment and mortgage services, and lending. In evolving its communications, KeyPoint's primary goal is to improve customer service operations through integrated office operations, greater access to employees, and increased business continuity.

Using a single communications infrastructure from Avaya and Extreme Networks, KeyPoint's contact center agents can connect customers to specialists in any location - such as an investment officer working from home, or a third-party collection agent. This helps ensure a seamless customer experience that improves member relationships, reduces call abandonment and helps callers rapidly obtain the information they need.

Previously, KeyPoint's customer service was hindered by non-integrated office operations, causing calls to be delayed or potentially abandoned when customers seeking a particular specialist were asked to hang up and call a different phone number to reach the specialist. The new converged network solution removes this obstacle with an IP infrastructure linking together all of KeyPoint's employees and business partners dispersed across headquarters, retail outlets and home offices. Now, when a call is received from an existing customer or a new prospect, KeyPoint can directly route the call to the best available resource.

"Our chief objective is to create a more intelligent network," said Juli Anne Callis, KeyPoint's Chief Operating Officer. "When we receive calls from new prospects or existing customers, we cannot afford to send them to voice mail or tell them to dial another phone number. We are creating a network that provides efficient routing for thousands of callers and gets them to the right resource, seamlessly. The only way to do this is with a new IP-based infrastructure."

KeyPoint's converged communications solution incorporates Extreme Networks' BlackDiamond® and Alpine® modular switches - which establish a secure and resilient switched infrastructure - and Avaya IP-based systems, services and MultiVantage™ Communications Applications, which support telephony, contact centers, messaging, and unified communications. The solution includes integrated management tools, enabling KeyPoint's network administrator to gain a single, centralized view of the infrastructure, reducing equipment and labor requirements.

The mobility capabilities of the solution will also play a central role in enhancing KeyPoint's ability to serve existing and future members around the clock. With an IP infrastructure in place, employees can be more accessible to colleagues and customers while working in any location. For example, if a KeyPoint employee based in San Jose needs to work in the company's Santa Clara headquarters for the week, she can activate Avaya Extension-to-Cellular, a capability that enables calls made to an employee's business number to ring on her cell phone. And a customer care agent working at home or in a remote office can tap into the benefits of the Avaya IP Agent, a software-based phone application that runs on a personal computer.

Placing a Priority on Reliability and Survivability
When integrating all of its businesses into one communications infrastructure, KeyPoint placed a high priority on reliability and survivability to help ensure the credit union's customer service remains active during network interruptions or routine maintenance. KeyPoint's new converged network is backed by capabilities such as local survivable processing, which maintains branch office communications, even if the branch is cut off from its headquarters.

"The business continuity of the Avaya and Extreme Networks solution is a remarkable strength," added Callis. "If we lose communications at headquarters, or at any one of the physically separated units, we will still be able to keep in contact with customers and each other. No matter what happens, we need to keep the intelligence working throughout the organization."

For the first phase of the implementation, Avaya BusinessPartner AdvanTel is implementing the end-to-end converged solution for KeyPoint's headquarters location and contact center resources, setting the stage to integrate all of the company's branch offices. Avaya and Extreme Networks deliver convergence and switching products based open standards, allowing easy integration with each other's products, and an organization's existing infrastructure.

"This solution enables us to be more effective in the way we serve our customers today," adds Callis. "But linking KeyPoint's office locations is just the beginning, laying the groundwork for a host of new capabilities that will maximize every customer interaction and sales opportunity."

Future plans include the integration of a New Hampshire-based third-party contact center that operates 365 days a year, 24 hours a day on the east coast, serving KeyPoint's membership world-wide.

The Avaya and Extreme Networks converged networking solution will be displayed at Networld+Interop in Las Vegas at Booth #1425 from May 11-13, 2004. On display will be services and integrated interfaces for the streamlined management of end-to-end converged network solutions from Avaya and Extreme Networks.

Note to Editor:
The Avaya and Extreme Networks converged communications solution is comprised of both vendors' systems, software and applications, creating an end-to-end solution. The KeyPoint Credit Union solution includes: Avaya: Communication Manager software platform powered by S8700 and S8300 Media Servers and G350 Media Gateways; nearly 200 IP telephones; the Avaya Customer Interaction Suite; and Avaya Global Services. Extreme Networks: Extreme Networks Ethernet platforms include its BlackDiamond® and Alpine® chassis-type switch families with integrated Layer 2 and 3 data switching and routing capabilities.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 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:

About Extreme Networks
Extreme Networks delivers the most effective applications and services infrastructure by creating networks that are faster, simpler and more cost-effective. Headquartered in Santa Clara, Calif., Extreme Networks markets its network switching solutions in more than 50 countries. For more information, visit

Extreme Networks, Alpine and BlackDiamond are trademarks of Extreme Networks, Inc. registered in the United States and other countries.

MultiVantage is a trademark of Avaya Inc. FORTUNE 500 is a registered trademark of Time, Inc. All other trademarks are the property of their respective owners.

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