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Frankfurter Allgemeine Zeitung Telemarketing Affiliate, Maincom,Deploys Avaya Telephony Solution

04-13-2005

Avaya announced that Maincom Telemarketing Services GmbH, a wholly owned affiliate of Frankfurter Allgemeine Zeitung (FAZ), one of Germany's leading financial dailies, has installed a new Avaya contact centre solution.

Avaya Inc. (NYSE:AV), a leading global provider of communications networks and services for businesses, today announced that Maincom Telemarketing Services GmbH, a wholly owned affiliate of Frankfurter Allgemeine Zeitung (FAZ), one of Germany's leading financial dailies, has installed a new Avaya contact centre solution. The new Avaya system will be used by Maincom's 120 employees occupying 80 work stations in the company's customer care centre handling some 6,000 inquiries per day.

Avaya BusinessPartner in Germany, Büchner Kommunikationsnetzwerke GmbH, installed the Avaya solution, connecting it to FAZ's network in just one night without causing any disruption to any ongoing business operations.

Avaya won the competitive tender after fulfilling pre-defined customer requirements regarding routing as well as reporting. Another business critical pre-requisite was cost reduction. One way of achieving this was by introducing network systems enabling the centralisation and internal management of Maincom's custom-made call centre features, thus eliminating the need for external support.

This is particularly important in order to provide tailored services for some Maincom customers including the private post service, Postmodern, and the flower service, valentins.de. As these companies do not belong to the media environment, and operate in various business segments, they demand a wide variety of services as well as differing tasks and skill sets.

The deployment of Avaya Call Management System (Avaya CMS) enables Maincom to control and analyse its services via easy to use features and settings. This facilitates fast responses to a wide spectrum of inquiries, as well as the simple modification of new and existing customer needs. The network self-administration functionality also enables Maincom to easily re-define routing strategies and teams, as well as to identify employees best suited to deal with a particular inquiry.

"Based on defined specifications, we approached ten companies to file a tender," explains Markus Rebitzky Managing Director, Maincom Telemarketing Services.

"We compared the offers by means of defined and desired performance characteristics. The offer we received from Avaya reflected its know-how and expertise in the contact centre segment. If the customer value meets our targeted forecasts, we expect to reach a return on investment within two years."

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

About Maincom
The Maincom Telemarketing Service GmbH is a direct affiliate of Frankfurter Allgemeine Zeitung GmbH. Since 1999, the company has offered its services to the FAZ publishing group as well as other clients. Today, Maincom is an established service provider that undertakes order management by phone (inbound and outbound) as well as an increasing amount of qualified processing functions.

Maincom's core strength lies in the management of complex communication processes as well as complete first level support. For more information visit the Maincom Web site www.maincom.de

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