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High-Tech Manufacturing Companies Use Avaya IP Telephony to BuildSeamless Communication with Branch Offices and Remote Workers

08-10-2005

For companies in the high-tech manufacturing sector, controllingcosts and delivering superior customer service are crucial tosurvival.For companies in the high-tech manufacturing sector, controlling costs and delivering superior customer service are crucial to survival. Two firms that rely on intelligent business communications from Avaya (NYSE:AV), a global leader in business communications applications, systems and services to help them succeed in this highly competitive field are PIAB USA, a global leader in industrial vacuum technology for material handling and factory automation, and StockerYale, Inc. (NASDAQ:STKR), a designer and manufacturer of structured lasers, light-emitting diodes and other sophisticated illumination technologies.

Both firms are using Avaya IP Office - a high performance voice and data server designed specifically for small and medium businesses - to drive down costs and improve their customer service by linking branch offices and remote workers for seamless and cost-effective communications.

IP Office network helps PIAB USA meet business challenges
IP Office is helping PIAB USA, a subsidiary of PIAB in Sweden, meet several business challenges - including the need to reduce long distance charges, communicate efficiently with a remote branch and stay in touch with salespeople working from home offices. The company started by networking new Avaya IP Office systems at its headquarters in Hingham, Mass., with its branch office in Detroit, Mich. Avaya IP phones and security gateways were then used to deliver voice and data connectivity to sales associates in home offices across the U.S. and Mexico. Now, sales team members are tightly integrated into the business and can be part of calling groups, hear pages and respond to customer questions, just as if they were at headquarters.

With the new Avaya solution in place, communication costs have plummeted by 25 to 30 percent as unnecessary phone lines and toll charges have been eliminated. Administration and support costs have been cut in half.

PIAB USA integrated IP Office with a text-to-speech application and customer database so managers can access up-to-the-minute sales information via phone. The company also has integrated IP Office with Microsoft ® Exchange so employees can access both voicemail and e-mail through a single PC inbox.

"The e-mail feature has worked well, especially when we have people traveling overseas," said Greg Anderson, information systems manager, PIAB USA. "It's expensive to call the U.S. to get voicemail, so employees log in and hear their voice messages as .wav files over a PC. Since we're a subsidiary of a Swedish company, we frequently use this feature to communicate with headquarters as well."

The PIAB sales team is benefiting from an IP Office feature that automatically routes incoming calls to cell phones when employees are away from their desk - helping them easily stay in touch with customers without pulging personal cell phone numbers.

PIAB USA recently put the flexibility of IP Office to the test when it closed its offices to upgrade an Enterprise Resource Planning (ERP) system. The company was able to establish a technical call group comprised of employees at remote locations and seamlessly service customer calls while its headquarters operations were closed.

The solution for PIAB USA was sold and installed by All Business Communications (http://www.abcna.com), an authorized Avaya BusinessPartner and 2003 BusinessPartner of the Year.

StockerYale, Inc. reduces communications costs, sets the stage for global network
For StockerYale, Inc. of Salem, N.H., being successful in a tough market means driving down costs so the company can continue to fund the research and development initiatives that keep it at the top of its game.

IP Office proved to be a cost-effective replacement for an expensive leased telephony switch that was too large for StockerYale's business, expensive to maintain and complicated to administer. Now, with IP Office, which is appropriately sized while allowing room to grow, StockerYale finds it easy and cost-effective to administer and has helped the company reduce communications costs significantly. The company reduced analog phone lines by 66 percent, and reduced copper backup lines associated with its communications infrastructure by 75 percent. It also saves $600 monthly in recurring charges by eliminating outside conferencing services.

"IP Office has call bridging built into the system right out of the box, and you don't have to pay extra to get this feature," said Will Kennedy, network manager, StockerYale, Inc. "That means we now have our own private conferencing system."

Kennedy said the decision to select IP Office also was driven by the company's desire to move to IP telephony in the future. With an international customer base and offices and subsidiaries in the U.S., Canada, Europe and the Pacific Rim, establishing an IP network can eliminate costly long distance charges among sites, centralize administration to drive down expenses, and help the company implement least cost routing for calls traveling outside the company.

Current users of the system are benefiting from phones that are far easier to program and from productivity-boosting auto attendant features that can be customized for each extension. By providing callers with options for handling their inquiry before they are routed to voicemail, Avaya Auto Attendant reduces phone tag and speeds the resolution of customer issues. Using a PC-based Avaya Phone Manager application, employees now can control and manage calls from their Windows desktop, store their speed dialing information, and even see who else in the company is on the phone and busy before transferring a call.

The solution for StockerYale, Inc. was sold and installed by Tidal Communications (www.tidalcom.com), an authorized Avaya BusinessPartner serving New England. Tidal conducted network assurance testing in advance of the installation to assure a smooth implementation.

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

Note to editors:
The Avaya IP Office installation at PIAB USA includes:

  • Avaya IP Office 406, designed for up to 190 users
  • Avaya IP phone (model 4612)
  • Avaya digital phones (model 4412 and 4424)
  • Avaya IP Office - Small Office Edition, designed for up to 28 users
  • Avaya SG5 Security Gateway, a compact VPN/firewall device designed for telecommuter and small office deployments that require an easy-to-use integrated security solution for data and VoIP applications.

The Avaya IP Office installation at StockerYale, Inc. includes:

  • IP Office 403, designed for up to 100 users
  • Avaya digital phones (4620 and 4412)

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