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Avaya IP Telephony Solution Helps One of the Leading Providers of Floral Products and Services Deliver "Good as Gold" Customer Service

11-07-2005

When FTD, one of the world's leading providers of floral products and services, decided to launch a new contact center to improve customer service and accommodate growth in its operations, the company turned to an Internet protocol (IP) telephony solution from Avaya Inc.

When FTD, one of the world's leading providers of floral products and services, decided to launch a new contact center to improve customer service and accommodate growth in its operations, the company turned to an Internet protocol (IP) telephony solution from Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, systems and services. Recently launched in Sherwood, Ark., the new center supports FTD's "Good as Gold" brand of service with always-on reliability, and improved, expanded customer service handling. The new center will also help FTD better manage costs through greater operational efficiency.

 

"We needed a communications solution that delivered on two important business requirements," said Larry Johnson, FTD Technology Executive Vice President. "Since a significant segment of our consumer business is based on phone and Internet sales, reliability was a must. We were also seeking new efficiencies to improve our bottom line - including greater flexibility in meeting the seasonal demands of this business. Avaya delivered on both those fronts with a new converged voice and data network and IP contact center applications."

 

Based on the Avaya Customer Interaction Suite of contact center applications and powered by Avaya Communication Manager IP telephony software, the new FTD contact center will support up to 500 agents who serve as customer service representatives answering the phone and receiving orders from customers across the U.S. High-reliability Avaya media servers and gateways host the applications at the new contact center and support FTD's business continuity plans for its operations. Avaya Global Services monitors the Arkansas operation around the clock using Avaya Remote Managed Services for IP telephony. This continuous, proactive, automated service operates behind the scenes to monitor and manage the Avaya solutions and the Extreme Networks' data infrastructure - finding and resolving problems before they result in major outages.

 

FTD uses Avaya Call Management System - a component of the Customer Interaction Suite - to monitor, analyze and report on the performance of its contact center operations. As a result, the company can determine where improvements are needed and can take fast, effective action. Since the new Arkansas center is IP-based, the company also is able to ramp its operations up or down quickly in response to seasonal demand. The Avaya Call Management System reporting software is hosted at FTD headquarters in Downers Grove, Ill., and delivered to the Arkansas location over a high-capacity, highly reliable data infrastructure.

 

FTD's underlying data network, also designed by Avaya, is solely comprised of two Black Diamond 8810 switches from Extreme Networks. These highly available modular switches deliver high-density gigabit Power over Ethernet (PoE), and 10 Gigibit Ethernet connectivity. As a result of the flexibility that IP offers, FTD plans in coming months to link its new Arkansas center with two additional contact center sites in Oregon and Connecticut to further enhance call handling and improve center survivability.

 

"By forming a single, virtual organization that is centrally managed, we expect to realize even greater efficiencies in how we handle customer calls and manage our operations," Johnson said.

 

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 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

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