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Avaya Delivers IP Telephony System with High Availability and Scalability to the Major Telemarketing Outsourcer in Japan

  • By consolidating the servers to a data center, the system realizes the company to streamline its call centers operation and management saving investment cost

Avaya Japan delivered an IP telephony system to Telemarketing Japan,  one of the major Telemarketing outsourcers in Japan.

TOKYO, Japan – Avaya Japan Ltd. delivered an IP telephony system to Telemarketing Japan, Inc. (TMJ), one of the major Telemarketing outsourcers in Japan. The system allows TMJ for centralized operation and management at their data center by consolidating the Avaya's digital PBX servers, which used to be located separately at each center, to the Avaya Media Server featuring IP-PBX software Avaya Communication Manager. It enables to increase the overall availability of the system, reduce equipment cost and to develop an infrastructure flexible to business expansion.


TMJ offers a wide range of services to implement strategic CRM for their customers, focusing on call centers outsourcing services. In the past, the company operated each of its respective call centers in Tokyo (3 locations), Osaka, and Kitakyushu using Avaya's digital PBX DEFINITY as the platform at each location. In the past system, TMJ was required to establish a call center and set up the infrastructure for each center, as its business expanded and the company has problems with unsatisfactory system operation rate, in addition to the introduction cost and heavy burden on operations and management. Besides that, TMJ had a challenge to improve their service level by strengthening security and offering more stable operations and they were considering replacing their systems to allow them to overcome such problems.


In order to overcome those challenges, Avaya Japan and its BusinessPartner, Marubeni Information Systems Inc. suggested the implementation of an IP telephony system that would enable TMJ to centralize its operations and management by consolidating the dispersed servers into the Avaya Media Server and managing it at its data center. TMJ highly rated Avaya's performance and scalability in call centers solutions and the fact that the existing DEFINITY assets could be utilized. They also gave a positive assessment to Marubeni Information Systems' fully secured and equipped data center, which resulted in the decision to introduce the system.


In the system, Avaya S8720 Server is introduced in the data center and secured redundancy between the equipment and line. Also, a redundant Avaya S8720 Server and ESS (Enterprise Survivable Server) were introduced in the major call centers in Tokyo and enables to give those centers the high availability.


The consolidation of the server of each center to one Media Server has made it no longer necessary for TMJ to go to each facility for management purposes, and the operation and management of the call centers were thereby made more efficient. Also, it has become possible to carry out efficient outbound work  at any call center using a network-based PDS (Predictive Dialing System ). In the past, only at call centers equipped with PDS could do the outbound work. Through this, TMJ has become able to make an even more effective use of its facilities and expand the work range at its call centers.


The existing call centers, with the exception of the one in Sapporo, which was newly built with an all IP-based system in December 2006, are still using the DEFINITY line board and endpoints. By doing so, they are able to continue their operations without changing procedure for the operators, in addition to keeping investment costs low.


TMJ plans to introduce IP telephony system in two more call centers that are currently using PBX DEFINITY in the next one or two years.


About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site:


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