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Leading Provider of Technical Services for Residential and Small to Medium Business Market Plugs into Avaya IP Telephony


DependableIT and Avaya announced that DependableIT has implemented an Avaya IP telephony network at its corporate head office in Burlington, Ontario.

DependableIT, a privately owned provider of field and help desk technical support services catering to residential and small to medium business clients, and Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, services and systems, today announced that DependableIT has implemented an Avaya IP telephony network at its corporate head office in Burlington, Ontario.


A growing company, DependableIT offers outsourced sales and customer service, and on-site computer and networking services. DependableIT is a leader in providing field technicians and help desk support services for cable television and Internet service providers. DependableIT turned to Avaya IP Office to help improve customer service, increase collaboration, drive improved performance management and decrease operational costs. With over 200 field technicians working throughout Southern Ontario, it was time DependableIT introduced an IP telephony solution connecting its remote managers and external branches to the head office. Avaya IP Office is a secure, intelligent, and easy-to-use converged voice and data system for small and medium businesses.


"Our recent growth and expansion of services required re-evaluating our voice operations and the technology that supported them. We needed a communications solution that would be more intuitive, more powerful and feature rich than what we had in place," said Cheryl Lewis, director of customer service systems, DependableIT. "We wanted more visibility into our contact center activities and yet, a solution that would be easier to manage."


With the help of BrantTel Networks, DependableIT is now using IP Office to provide its staff with more features and better tools to help improve productivity. Avaya IP Office also helps DependableIT customer service with the Avaya Compact Contact Center reporting software package. The package gives DependableIT contact center managers greater visibility into how customer requests are handled.


"Today, Canadian companies are looking to IP telephony solutions as a way to improve customer service levels and staff productivity," said Roberta Fox, senior partner, FOX GROUP. "Avaya IP Office offers small and midmarket businesses features that are usually available only with larger, complex systems that typically cost more."


With Avaya IP Office, DependableIT has increased collaboration throughout the organization and also created professional development opportunities by providing a teaching tool that employees can use to assess and improve their handling of customer calls.


"DependableIT's use of Avaya IP Office is a great example of how a small or mid-sized Canadian company can enhance both the customer and employee experience by investing in the right business tools," says Mario Belanger, president, Avaya Canada. "Avaya Canada is committed to working with our BusinessPartner community to ensure that small and mid-sized business have access to the business communication applications needed to make a significant business impact."


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 DependableIT

DependableIT services the residential and small to medium business market who are seeking technology expertise. DependableIT offers a wide range of services from residential onsite computer support to extensive network and server setup and support for businesses. In addition to computer service you can also count on DependableIT for hardware and software purchases, cabling, programming and consulting services. For more information visit


About BrantTel Networks

BrantTel Networks installs and services: Traditional & IP PBX systems, Voice over IP Systems, Multimedia Messaging, Wireless Technologies, Converged Networking, Call Center Solutions, System Administration tools and much more. Powered by the technology of world leader Avaya Inc., BrantTel Networks provides the best in system design, project management, customer training, remote & field technical support, 24-hour technical assistance and remote access. For more information visit the BrantTel Networks Web site:

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