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- Insurance Companies Reduce IT Costs
- Insurance companies want to help people - including their employees - live safer, more secure lives. One way companies keep employees secure is by resetting their forgotten or expired passwords. However, the reset process can be costly. Productivity is lost while employees wait for passwords to be reset, for as...
- Tags: Password, Information Technology, Productivity, Avaya Inc., IT Cost, Avaya Interactive Response, Interactive Voice Response (IVR), Insurance, Business Operations, Corporate Insurance
- Case studies
Additional Resources
- Internet Service Provider Validates System With Avaya Interactive Response and IQ Services Load Testing
- An Internet Service Provider ISP was formed 19 years ago from one man's effort to make the power of the Internet available to the average consumer. The ISP wanted to test its Avaya Interactive Response by sending a controlled amount of traffic to a target system. In this way, it...
- Tags: Internet Service Provider, Service Provider, Avaya Inc., Internet Service, Internet Service Providers (ISPs), Internet, Business Services
- Case studies
- Utility Company Manages Distributed System With Avaya Interactive Response (IR) and RSI's Remote Administration Tool
- A Midwest-based utility company provides utility services to three Midwestern states. The utility company was using a highly distributed system with interactive response systems deployed in three different sites. The company wanted to ensure that the Avaya systems could be remotely managed. As the requirements for the contact center kept...
- Tags: Utility Company, Remote Administration, Distributed System, Avaya Inc., RSI, Telecom & Utilities
- Case studies
- Federal Educational Organization Expands IVR Capabilities With Solutions From Avaya and INI
- A federal educational organization was created in 1980 by combining offices from several federal agencies. The organization wanted to expand self-service functions on existing interactive voice response applications to handle growth in call volume. As a solution the organization deployed Avaya Interactive Voice Response and DEFINITY Server combined with INI...
- Tags: IVR, Avaya Inc., Organization, Interactive Voice Response (IVR)
- Case studies
- IBM WebSphere Voice Server V5.1.1/V5.1.2 and Avaya Interactive Response V1.3: An Interoperability Guide
- This paper is a guide for integrating IBM WebSphere Voice Server V5.1.1/V5.1.2 and Avaya Interactive Response V1.3. The paper considers best practices as applied to Voice User Interface VUI design. A simple voice-enabled application using Avaya Interactive Response and WebSphere Voice Server V5.1.1/V5.1. is implemented and deployed. The paper demonstrates...
- Tags: Interoperability, IBM WebSphere, Voice, Server, Avaya Inc., IBM Corp., Application Servers, Middleware, Enterprise Software, Telecommunications, Software
- White papers 2005-11-01
- Medical Group Validates System With Avaya Interactive Voice Response and IQ Services Load Testing
- A non-profit, multi-specialty medical group provides health care to millions of residents in the Midwest via 11 hospitals, 65 clinics, 12 pharmacies and 3 ambulatory care centers. The challenge was to provide a controlled amount of telephone traffic to the Interactive Voice Response IVR to replicate what would happen when...
- Tags: IVR, Avaya Inc., Interactive Voice Response (IVR)
- Case studies
- Wireless Phone Service Provider Monitors System With Avaya and IQ Services
- Located in Minneapolis, Minnesota, Interactive Quality IQ Services, Inc. is a leader in load testing and availability monitoring for contact center and e-commerce business solutions. The company wanted to proactively monitor their wireless service, identifying system issues before they affected customers. As a solution the company deployed two Avaya Interactive...
- Tags: Monitor, Wireless Phone, Avaya Inc., Interactive Voice Response (IVR), Web Technology, Monitors & Displays, E-business/E-Commerce, Wireless, Wi-Fi, Hardware, Components, Internet
- Case studies
- Health Organization Improves Caller Experience With Solutions From Avaya and INI
- Since it was founded in 1924, a major health organization has shown a commitment to cardiovascular research and education. The organization needed to provide information in a way that was easily accessible to the majority of the American population. For this purpose, it wanted to increase the effectiveness of the...
- Tags: Health Care, Avaya Inc., Health Organization, INI, Vertical Industries, Benefits, Healthcare, Enterprise Software, Software, Human Resources
- Case studies
- Home Retailer Implements New Store Locator With Avaya Interactive Response (IR) and RSI IVR Solutions and Services
- A leading national large-format retailer of home textiles, housewares and decorative home accessories has over 400 stores in the United States and Canada. The home retailer's expansion made limitations inherent in the existing Touch-Tone systems increasingly apparent. Real Soft, Inc. RSI implemented automated speech recognition system by collaborating with ScanSoft...
- Tags: Retail Company, Avaya Inc., Speech Recognition, Retail, Emerging Technologies
- Case studies
- AmeriHealth Mercy Expands Access for Patients and Provides With Avaya Interactive Response
- As the nation's largest Medicaid managed care organization, AmeriHealth Mercy has the awesome responsibility of serving more than one million members in four states. Critical to meeting the healthcare needs of patients is the ability for AmeriHealth Mercy's 1,500 employees to provide accurate, up-to-date member eligibility and coverage information as...
- Tags: Patient, Microsoft Access, Health Care, Avaya Inc., AmeriHealth Mercy, Vertical Industries, Healthcare, Benefits, Enterprise Software, Software, Human Resources
- Case studies
- Technology Company Increases Help Desk Productivity With Avaya Interactive Response and Gold Systems Web Administration Program
- A major technology company's help desk supports a variety of business units. These units are located in North America and South America, and they use different technologies with different support requirements. Call Center management's goal was to increase productivity to reduce the cost of handling a call by 50%. With...
- Tags: Web, Avaya Inc., Help Desk, Call Centers, Interactive Voice Response (IVR), Channel Management, It Operations, Marketing
- Case studies
- Scottish and Southern Energy (SSE) Improves Meterline Service With Avaya Interactive Response and Sabio Voice Self-Service Deployment
- Scottish and Southern Energy SSE is one of the largest utility providers in the United Kingdom, with operations throughout England, Scotland and Wales. The challenge was to increase number of customers using SSE's Meterline self-service application, as well as to improve the customer experience. As a solution the company deployed...
- Tags: Avaya Inc., Speech Recognition, Emerging Technologies
- Case studies
- Avaya Case Study: NEXTEL de Mexico S.A.
- Nextel is one of the world's leading providers of fully integrated wireless communication services designed to meet the needs of business customers in selected international markets. The company needed a telephony solution that would react efficiently to the strong growth of its business, which has been doubling on an annual...
- Tags: Nextel Communications Inc., Avaya Inc., Interactive Voice Response (IVR), Wi-Fi, Wireless, VOIP, Telecom & Utilities, Telecommunications, Networking
- Case studies
- Telecommunications Operator Unifies User Interfaces With Avaya Interactive Response (IR) and RSI's OneManage Tool
- A large telecommunications operator in Europe provides fixed line, mobile and Internet services to over 30 million customers. The telecommunications operator was using a highly distributed system with IRs deployed in three different sites. The company wanted to ensure that the user interfaces of the speech applications - such as...
- Tags: Avaya Inc., Telecommunications Operator, Telephony, Telecom & Utilities, Telecommunications, Networking
- Case studies
- NZAA Turns to Avaya to Improve Call Centre Efficiency and Regional Office Productivity
- The New Zealand Automobile Association NZAA needed to implement a new communications platform after Avaya ended support for its existing ageing system. Newer Avaya technologies gave the NZAA an opportunity to manage its call centre workforce more efficiently by automating routine enquiries and enabling staff to be contacted and deployed...
- Tags: Microsoft Office, Call Centre, Avaya Inc., Interactive Voice Response (IVR), Portals, Internet
- Case studies 2008-04-01
- Avaya Case Study: Harrah's Entertainment, Inc.
- Harrah's Entertainment, Inc., is the world's largest provider of branded casino entertainment. Managing disparate systems from a variety of vendors slows productivity and creates confusion. It was imperative for Harrah's to get the back of its house in order to deliver the kind of front-of-house experience that would bring customers...
- Tags: Avaya Inc., Harrah, Interactive Voice Response (IVR), Call Centers, Real Estate, Servers, It Operations, Business Operations, Hardware
- Case studies
- Avaya Case Study: Banco BISA
- Banco BISA BB is one of the leading financial institutions in Bolivia with branch offices in La Paz, Santa Cruz, Cochabamba, Sucre, Tarija, and Oruro. With its focus on offering quality customer service, BB wanted to provide a new service for its customers: a single number that customers can use...
- Tags: Avaya Inc., Banco BISA, Interactive Voice Response (IVR), Financial Services, Telephony, Call Centers, Customer Relationship Management (CRM), VOIP, Telecommunications, Networking, It Operations, Enterprise Software, Software
- Case studies
- Retailer Monitors IT and Telecom Infrastructure With Avaya Interactive Response (IR) and RSI's SNMP Netwatch Monitor Tool
- A retailer operates large-format general merchandise stores - including discount stores, moderate-priced promotional stores and traditional department stores - in the United States. The company also operates an online business. The retailer wanted to ensure business continuity planning and disaster recovery in all its data centers and contact centers. Hence,...
- Tags: Retail Company, SNMP, Avaya Inc., Retail, Telephony, Telecom & Utilities, Telecommunications, Networking
- Case studies
- Avaya Case Study: ING Seguros Comercial America
- ING Seguros Comercial America is Mexico's largest insurance company, and is dominant in the property damage branch. After merging with several other companies and inheriting a number of legacy systems, ING Seguros was looking to update its technology and centralize in one call center location all of its communication services....
- Tags: Avaya Inc., ING Group, Call Centers, Interactive Voice Response (IVR), Customer Relationship Management (CRM), Hardware Upgrade, Insurance, It Operations, Enterprise Software, Software, Hardware, Business Operations, Corporate Insurance
- Case studies
- The Military Mutual Aid Association Consolidated Multiple Contact Centers With Avaya IP Telephony Solutions to Provide Its Customers With the Best Service
- As an organization dedicated to the welfare and aid of military personnel, the Military Mutual Aid Association was established pursuant to the Military Mutual Aid Association Act. The company was facing the challenge to provide customers with state-of-the-art service by consolidating nine separate call centers into one IP Contact Center....
- Tags: Contact Center, Avaya Inc., Call Centers, Customer Relationship Management (CRM), Network Technology, Networking, It Operations, Enterprise Software, Software
- Case studies
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