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Rental Service Firm Buys Into Avaya IP Telephony System Designedfor Small and Medium Businesses


Hauser Rental Services, a company with customers in and aroundWinston-Salem, North Carolina, chose Avaya IP Office, a convergedvoice and data system designed for small and medium businesses fromAvaya.

Hauser Rental Services, a company with customers in and around Winston-Salem, North Carolina, provides rentals for weddings and parties - as well as tents, tools and equipment. The company wanted a new communication system to connect its seven locations with business intelligence functions to help serve clients more efficiently. They chose Avaya IP Office, a converged voice and data system designed for small and medium businesses from Avaya (NYSE:AV), a leading global provider of business communications applications, services and systems.


With a headquarters facility in Winston-Salem, North Carolina, and six smaller sites in Winston-Salem, Clemmons and Kernersville, Hauser's 50 employees had been using separate telephone systems at each facility, each functioning as if it were a standalone store, although all are located within a 10 mile radius from the home office.


"We wanted to behave as a single company across all locations, with the ultimate goal of improving customer service," said Dennis Stewart, president, Hauser Rental Service. "We spend a lot of time talking to our customers and to each other, and we knew we needed to have a huge uptick in the quality of our communications to achieve that goal. Plus, we wanted a seamless system that provided the same capabilities for all our employees. Avaya IP Office is the right choice for us because of its features and flexibility, and because of its excellent price for the value it provides. The Avaya system helped us address issues that prevented us from being a well-connected organization and providing top notch service."

Until Hauser replaced its communication system with IP Office, when a customer spoke with a sales person regarding party supplies, and then wanted information on renting a small backhoe, the sales person couldn't transfer the inquiry, and had to ask the customer to make a second call to speak with someone in the tool and equipment pision, which is managed out of a separate building. And if Hauser employees wanted to speak with each other, they had to make calls over the public network, which was slowing down internal communication and customer response time.

Now, with Avaya IP Office solutions and Avaya IP phones - all of which are networked together - installed and maintained by Avaya BusinessPartner Convergent Technologies, Hauser employees use three-digit dialing to transfer customer calls, keeping the customer on the line until the appropriate sales person is reached and the call is handed off. An automated attendant feature enables callers who need details on party supplies or tents to speak with the expert in the appropriate department without having to make a second phone call. And because the headquarters IP Office is networked with Avaya IP Office - Small Office Editions on site at the other six Hauser facilities, employees at the branch offices have the same messaging, email and conferencing features as headquarters staff.

"Our employees can rapidly connect with each other by using the Internet, without tying up our phone lines that are taking customer calls. And with the built-in conferencing feature, for the first time I can get all seven of my managers together on a call simultaneously to collaborate on any issues that arise," Stewart said. "With IP Office, our customers rarely get a busy signal because we're not tying up the lines ourselves, and if all sales people are helping other clients, we set up messages that provide callers with details about lawn and garden equipment, or party supplies, creating the potential for additional sales, and providing useful information to our customers at the same time."

With Avaya IP Office, Hauser's IT staff member finds it easy to remotely manage and monitors the entire network from the company's main facility, with a simple graphical interface that makes moves, adds and changes easy to accomplish from any computer connected to IP Office.

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 Hauser
Hauser Rental Services is a full service rental company serving Forsyth County, North Carolina. Hauser Rental Services provides rentals for Special Events (Party/Wedding), Tents, Tools and Equipment. To learn more about this company please visit their Web site at

About Convergent Technologies
Headquartered in Winston-Salem, N.C., Convergent Technologies Inc. is a Diamond-level Avaya BusinessPartner focused on helping companies get the most out of their investment in telecommunications and converged data networking. Convergent consultants have more than 100 years of experience in engineering voice, data and network solutions for small and medium sized businesses. For more information on Convergent Technologies Inc., visit

Note to editors:
Hauser's IP Office solution includes:

  • Avaya IP Office 403, which connects up to 100 users;
  • Avaya IP Office - Small Office Edition, a compact platform specifically designed to meet the needs of very small businesses and home offices and branch offices, connecting up to 20 users; and
  • Avaya 4606 IP telephones.

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