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Leading Canadian Brewer Taps Into Avaya IP Telephony CommunicationsSolutions


Sleeman/Unibroue, a leading brewer and distributor of premium beer,and Avaya Inc. announced that Sleeman/Unibroue has implemented anAvaya IP telephony network at its new head office.

Sleeman/Unibroue, a leading brewer and distributor of premium beer, and Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, services and systems, today announced that Sleeman/Unibroue has implemented an Avaya IP telephony network at its new head office.


Unibroue Inc., the largest micro-brewery in Quebec, was recently acquired by Guelph, Ontario-based, Sleeman Breweries Ltd. To communicate efficiently and effectively to its expanded customer base and more dispersed workforce, Sleeman/Unibroue needed to upgrade its communications infrastructure.

With the help of TelTech Service, a Quebec-based Avaya BusinessPartner, Sleeman/Unibroue identified Avaya IP Office, Avaya's flagship converged voice and data solution for small and medium sized businesses (SMBs), as the communications solution to fill the company's requirements. Since its implementation, Avaya IP Office has cost-effectively streamlined customer service processes and provided a consistent, high quality contact centre environment that has improved service for both customers and partners.

"Sleeman/Unibroue is a fast-moving company, and we need to efficiently serve our growing customer base," said Robert Petrone, systems administrator, Sleeman/ Unibroue. "With Avaya IP Office, we are able to better manage customer calls and improve internal communications. In addition, network maintenance time has dropped significantly, which has provided us with a significant ROI."

Avaya IP Office is also helping Sleeman/Unibroue dramatically improve productivity and training within its customer contact centre. The call recording feature included in the Avaya Call Centre Pro software provides contact centre managers with greater visibility into how customer requests are handled, as well as an innovative tool for training and enhanced professional development.

"With our old communications system, we couldn't track or record customer calls coming into the contact centre," said Petrone. "The Avaya solution gives us the means to provide better staff training, which leads to a higher level of service for our customers."

By converging its communications infrastructure, Sleeman/Unibroue has decreased costs by reducing service provider fees and streamlining communications management and administration. With Avaya IP Office, Sleeman/Unibroue now needs only one IT staff member to manage the entire network. This is a huge improvement over the previous environment where multiple communication systems that did not easily mesh were complex to reconfigure and change. The Avaya IP Office solution also supports multi-site networks, giving Sleeman/Unibroue the scalability for future growth when the time is right.

"Avaya helps small and medium organizations gain access to IP telephony solutions that can transform their business processes," said Brian Sharwood, principal analyst, SeaBoard Group. "Canadian companies are looking seriously at IP telephony as an opportunity to improve customer service levels and employee productivity."

Avaya IP Office offers a variety of business-enhancing features including unified messaging, voice mail, conferencing, contact centre capabilities, support for remote workers, and other features that are usually available only with larger, more complex systems that typically cost more.

"Avaya Canada is very excited that one of Canada's leading beer manufacturers has chosen an Avaya IP-enabled solution," says Mario Belanger, president, Avaya Canada. "Sleeman/Unibroue's decision to implement an Avaya IP Office solution has put them in a solid position for future growth, while enhancing their customer service capabilities."

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 Sleeman Breweries Ltd.
Sleeman Breweries Ltd. is the largest brewer and distributor of premium beer in Canada and the third-largest brewer in the country overall. Recent business transactions in the Canadian brewery sector position Sleeman Breweries Ltd. as the largest 100% Canadian-owned brewery. In June 2004, Sleeman Breweries acquired Unibroue inc., the largest microbrewery in Quebec and one of the 20 largest in North America, and created Sleeman Unibroue Inc. This acquisition has enabled Sleeman Breweries to increase its production capacity in eastern Canada and to add to the existing line of Sleeman products a number of top-quality beer brands with a large and loyal following. Sleeman Unibroue Inc. currently employs more than 280 people and owns the facilities of Brasserie Unibroue in Chambly, as well as four distribution centres in Quebec. Sleeman Unibroue brews distinctive brands, including La Blanche de Chambly, La Maudite, La Fin du Monde, Raftman, Trois Pistoles, and L'Éphémère, as well as Sleeman's Silver Creek. Sleeman Unibroue also markets and distributes world-class imported products, including Guinness, Grolsch, Kronenbourg, Sapporo, and Pilsner.

About TelTech Service
Teltech Service is a full-service provider of business telephone systems solutions based in the greater Montreal area. Since 1986, Teltech Service has built a reputation as a company focused on its number one priority, the client. Our team is committed to offer our clients the utmost quality, customized solutions, and personalized service. For more information, please visit the Teltech Service site:

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