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Etisalat Directory Inquiries Service Switches to Avaya IP Telephonyand Protects 85% of Existing Investment


Avaya Inc. announced that Etisalat has adopted a pure IP telephonysolution from Avaya to replace its existing traditional telephonesystem at its Directory Inquiries (DQ) service center.Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, systems and services, today announced that Etisalat has adopted a pure IP telephony solution from Avaya to replace its existing traditional telephone system at its Directory Inquiries (DQ) service center. Etisalat is one of the largest companies in the UAE with more than 10,400 employees, 3.9 million GSM subscribers, 1.2 million fixed line subscribers and 1.7 million internet users. The Avaya IP telephony solution will provide Etisalat with more flexibility in managing DQ operations, as well as improving reliability and quality of service to its millions of customers.

Etisalat DQ receives over 150,000 inquiries each day, which are handled by 350 operators at its two contacts centers located in Ajman and Abu Dhabi. The Avaya IP solution provides a complete communications infrastructure that will handle calls across all locations for Etisalat.

The open, standards-based nature of Avaya IP solutions offers a high level of interoperability. As a result, Etisalat DQ is able to preserve many elements of its existing telephony system, and to sustain more than 85% of its original technology investment.

The Avaya IP solution allows Etisalat DQ to easily and rapidly add new operators to the network in function of its business requirements and peak periods, even if they are working from home. This will result in Etisalat DQ being able to offer its employees more flexible working arrangements and allow both locations to operate seamlessly as a single virtual contact center. Additionally, the IP infrastructure will enable the connection of future service center sites to the network in a fraction of the time it would take with traditional voice telephony.

"At Etisalat, we are committed to providing the best possible service to our customers, and to help us achieve this goal have taken the decision to use new state-of-the-art technology. The Avaya IP telephony system replaces our traditional voice infrastructure, giving us a wider spectrum of communications options, as well as the flexibility to expand our contact centers by easily adding new services and creating remote sites as required," said Mohamed Bamakhrama, General Manager of the Etisalat Contact Centers.

The Avaya IP telephony solution, which has been deployed at both Etisalat DQ contact centers, includes an Avaya S8700 Media Server and Avaya Communication Manager software.

"Avaya IP telephony provides organisations with a new degree of flexibility and integration that allows them to manage their communications easily and to create innovative solutions tailored to their business requirements. For Etisalat Directory Enquiries, Avaya technology allows them to expand their centers and to add new locations quickly and cost effectively, to manage staff better by offering them more flexible working arrangements. We are pleased that Etisalat has chosen Avaya technology, and we look forward to continuing our relationship with them," said Nidal Abou-Ltaif, Managing Director of Avaya Middle East & North Africa.

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:

About Etisalat
Emirates Telecommunications Corporation, better known as Etisalat, is a highly successful provider of advanced telecommunication solutions, offering multimedia and value-added services in fixed line and mobile telephone service (GSM), internet services and e-commerce solutions through eCompany, as well as home cable entertainment through its E-Vision business unit.

One of the largest companies in the UAE with more than 10,400 employees, Etisalat serves 3.9 million GSM subscribers, 1.2 million fixed line subscribers, and 1.7 million internet users. The company has recently expanded its international interests with the formation of Etisalat International, which leads the corporation's recent expansion into international ventures, such as partnerships in GSM and fixed line telecoms carriers in Saudi Arabia, Sudan and Tanzania. Other projects on several continents are under development.

Etisalat reported profits of AED 3.4 Billion ($923 million US) on revenue of AED 10.4 Billion ($2.826 Billion US) for 2004. For more information:

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