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Precision Tool Manufacturer Uses Avaya IP Telephony Solution toDeliver More Efficient Service to its Global Customers

05-10-2004
  • Cost-effectively expands its operations, uses wireless technology to stay in touch with shop managers

When Tool-Flo Manufacturing needed a new communications network to support its growing operations and deliver more efficient customer service, the company selected a comprehensive Internet protocol (IP) telephony solution from Avaya.

When Tool-Flo Manufacturing needed a new communications network to support its growing operations and deliver more efficient customer service, the company selected a comprehensive Internet protocol (IP) telephony solution from Avaya (NYSE:AV), a leading global provider of communications networks and services for businesses.

Headquartered in Houston, Tool-Flo Manufacturing delivers cutting-edge carbide threading and grooving tools to automotive, aerospace, medical and oil companies around the globe.

"We had several objectives for our new network," said Larry Phillips, Tool-Flo information technology manager. "We wanted to improve the productivity of our call centers, expand our wireless capability and support a new manufacturing facility we're adding to our corporate campus. Since our business lives and dies by its phones, reliability was imperative."

To provide voice, data and wireless connectivity to two Tool-Flo buildings on the site and a third under construction, Avaya BusinessPartner Cross Telecom established both a traditional and converged network based on Avaya IP Office - a high-performance telephony and data server specifically designed for small- to mid-sized enterprises. By allowing Tool-Flo to route voice calls over its data network to the new building and eliminating the need for separate voice cabling, IP Office is helping the company save an estimated $8,000 in infrastructure costs for its new building alone.

The Avaya customer contact application delivered with IP Office has helped Tool-Flo make significant improvements in the efficiency of its customer contact centers. For the first time the company can track real-time performance measures for agents-from the number and duration of calls received to the number of calls missed. Since IP Office interoperates with Microsoft® Outlook®, agents now can maintain a single mailbox for both email and voice mail messages, and Tool-Flo has been able to merge its manufacturing and email contact databases. Agents can listen to their voice mail from their PC, have customer faxes routed directly to their in-basket and send messages to customers directly from Tool-Flo's manufacturing software.

IP Office supports a variety of endpoints, allowing Tool-Flo to select cost-effective Avaya IP desk phones in its new building, while using digital handsets elsewhere on campus. As a result, the company has improved business continuity by establishing a redundant path for voice connectivity.

Tool-Flo's new data network is based on Avaya P333 stackable Ethernet switches, which are an important component of a converged voice and data solution. The P333 offers carrier-class reliability in an affordable, highly scalable package.

A high-capacity Avaya AP3 wireless access point and wireless IP phones seamlessly link Tool-Flo shop supervisors with the new corporate network - helping them stay in touch with customers and team members whether they are on the manufacturing floor or traveling among buildings on the company's growing campus.

"Avaya's solution has really changed the way we do business," Phillips said. "We're operating more efficiently, we've improved our customer service and we've laid a solid foundation for future growth."

Notes to editor:
*The Avaya P333 swtich is part of the Avaya P330™ Stackable Switch family. These switches deliver high performance, scalability and multi-layer functionality at a low entry price. A wide range of optional expansion modules allows network managers to build flexible, tailored, Ethernet, Fast Ethernet, Gigabit Ethernet, Load Balancing and ATM solutions from desktop to the backbone.

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: http://www.avaya.com

About Cross Telecom
Headquartered in Eden Prairie, Minn., Cross Telecom is an Avaya National Platinum BusinessPartner, Diamond dealer and industry-leading provider of Avaya integrated voice, data, messaging, wireless, convergence, CRM and data networking solutions. With certified in-house data engineers, project managers, software designers and system technicians and offices throughout the United States, Cross Telecom partners with its customers to find the right solutions for their business success. For more information, visit www.crosstelecom.com.

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