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Avaya Global Services Recognized with ITSMA Gold Award for "While You Were Sleeping 2.0" Value Reports


Avaya has been recognized by the IT Services Marketing Association (ITSMA) for marketing excellence.


BASKING RIDGE, N.J. - Avaya, Inc., a global leader in enterprise communications systems, software and services, today announced it has been recognized by the IT Services Marketing Association (ITSMA) for marketing excellence. Specifically, ITSMA presented its Gold Award for Marketing Excellence in the Enabling Sales category to Avaya Global Services for the innovative marketing and launch of a new suite of customer value reports entitled "While You Were Sleeping 2.0."


The "While You Were Sleeping 2.0" value reports provide companies with an easy and comprehensive way to understand the value provided by Avaya customer support. The reports articulate the behind-the-scenes benefits provided, including real-time capture of the number of alarms received and resolved by Avaya EXPERT Systems (sm), the company’s remote-monitoring tool. The report also tracks remote and onsite cases, including the resolution results. Avaya's "While You Were Sleeping 2.0" value reports also provide customer satisfaction scores, utilization of web services and the estimated savings delivered versus projected support costs from third-party maintenance providers.


"The Avaya award-winning entry illustrates how innovative marketers are doing more than just adding value to the bottom line," said Dave Munn, president and CEO of ITSMA. "Avaya's submission showcases a ground-breaking solution that brings customers into the equation and addresses their emerging challenges." 


The "While You Were Sleeping 2.0" report series also provides customers with metrics on the monetized value they receive based on the maintenance, response, resolution and service quality delivered. This provides a business with hard evidence of the value of their maintenance dollar.


"Our customers rely on their maintenance support coverage to ensure ease of communications and collaboration on a day-to-day basis," said Paul Dunay, managing director, Avaya Global Services marketing. "As a result, they've shown great interest in the 'While You Were Sleeping 2.0' reports, since they illustrate and encapsulate the significant value that our support coverage delivers. We’re proud of the support we deliver, which clearly comes through in our customer value reports, and are pleased to be recognized by the ITSMA for our work."


"Avaya has a long history of 'setting the bar' for high quality maintenance support, and its 'While You Were Sleeping 2.0' customer reporting tool reinforces that reputation even further," said Bruce Clark, partner, Intellicom Analytics. "The business value of properly performed maintenance is easy for customers to overlook, but this tool provides a powerful, yet easy to understand dashboard view that underscores the many ways that an Avaya support agreement not only protects the business, but also saves money."
For more information on Avaya's "While You Were Sleeping 2.0" reports, visit



ITSMA provides research, consulting, and training to the world's leading technology, communications, and professional services providers. Go to for more information.


About Avaya

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information, please visit


Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. Some of the key factors that could cause actual results to differ from our expectations include: our ability to develop and sell advanced communications products and services, including unified communications, contact center and data solutions; our ability to develop our indirect sales channel; economic conditions and the willingness of enterprises to make capital investments; the market for advanced communications products and services, including unified communications solutions; our ability to remain competitive in the markets we serve; our ability to manage our supply chain and logistics functions; the ability to protect our intellectual property and avoid claims of infringement; our ability to effectively integrate acquired businesses into ours; our ability to maintain adequate security over our information systems; environmental, health and safety laws, regulations, costs and other liabilities; the ability to retain and attract key employees; risks relating to the transaction of business internationally; pension and post-retirement healthcare and life insurance liabilities; and liquidity and our access to capital markets. We caution you that the foregoing list of important factors may not contain all of the material factors that are important to you. For a further list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

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