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Telephone Systems Replacement Project Reaches Milestones

  • Avaya Government Solutions Deploys VoIP to Over 1,100 Sites and Processes More Than 100 Million Phone Calls

Avaya announced the deployment of the 1,100th site in the Social Security Administration's (SSA) Telephone Systems Replacement Project (TSRP).

FAIRFAX, Va. – Avaya, a global leader in enterprise communications systems, software and services, today announced the deployment of the 1,100th site in the Social Security Administration's (SSA) Telephone Systems Replacement Project (TSRP). The milestone marks the replacement of existing telephone systems in more than two-thirds of SSA field offices with IP technology and an advanced application suite, to create a converged voice and data network.


TRSP, expected to be one of the world's largest enterprise VoIP implementations, has processed over 100 million phone calls to date — more than 375,000 calls per day — and the daily count is growing weekly as new sites are added to the system.


The new network is providing a higher-quality experience to users and enabling the SSA to do more with their telephone system. The solution includes carrier class unified messaging, an interactive voice response (IVR) solution and Avaya Contact Center Manager Server (CCMS), centrally managed solution supporting over 36,000 field office agents today and up to 55,000 agents by early 2012.


TSRP is enabling the SSA to streamline field office operations, improve response times and service levels, provide higher availability, and lower cost of ownership and operation. It also provides a consistent, user-friendly 'look and feel' and faster, more efficient call handling through skills-based routing that matches each caller's inquiry to the most appropriate agent.

Avaya Government Solutions completed the core network for TSRP in 2009 and is on track to complete deployment of the system to SSA field offices in the first half of 2012.



  • "TSRP has consistently achieved high levels of customer satisfaction in the SSA's project surveys. Despite the scope of the deployment, the implementation has constantly been on time and within budget. This significant project is enabling the SSA to deliver better services to citizens."
    Andre Pinto-Lobo, vice president and general manager, Avaya Government Solutions
  • "The system's capabilities and management information have allowed SSA to improve the efficiency of service delivery. TSRP gives SSA the resiliency to ensure customer access, and the flexibility to respond to new initiatives, and deliver new services quickly and efficiently."
    Mike Paige, global theatre leader, Avaya Government Solutions


avaya, government solutions, tsrp, ssa, voip, contact center


About Avaya Government Solutions
Avaya Government Solutions is a network-centric integrator, providing the services expertise, mission-critical systems, and secure communications that empower government to ensure the security, livelihood, and well-being of its citizens. Headquartered in Fairfax, Va., Avaya Government Solutions offers a one-stop shop for solutions designed to improve workforce productivity, reduce operating costs, and streamline inter-agency communications. Please visit for more information.


About Avaya
Avaya is a global leader in business communications and collaboration, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information, please visit


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