Endo Pharmaceuticals

An intelligent communications solution by Avaya and IBM

Endo Pharmaceuticals Inc. (Endo) was established in 1997 from a leveraged buyout of The DuPont Merck Pharmaceutical Company. Today, the company is headquartered in Chadds Ford, Pa., and specializes in branded and generic pharmaceuticals that are used primarily to treat and manage pain. Endo’s research, development, sales and marketing efforts have produced a portfolio of established analgesic products, including Lidoderm,® Percocet,® Frova,® and DepoDur™. For more information, visit www.endo.com.

Challenge

In an attempt to keep its business as lean as possible, Endo had outsourced its sales force. In December 2003, however, the organization completed the internalization of its sales processes, which required it to more than double its headcount. As a result, Endo needed to quickly expand its communication infrastructure and improve the availability and efficiency of its current Microsoft Exchange email environment. The company found that it also needed to improve its telephone systems.

Solution

To develop and implement this new communication network, Endo turned to IBM Global Services– Integrated Technology Services (ITS). The team suggested that Endo consolidate its email systems and upgrade its messaging software with telephony and modular messaging solutions using Avaya.

Although the company had a long-term relationship with both IBM and Avaya, using Avaya hardware as well as IBM technologies and networking expertise, this project would be the first time Endo would be working with the two organizations in an integrated fashion. After successful assessments, IBM Global Services ITS performed system migration and software upgrade services for Endo. At the same time, IBM introduced a new IBM TotalStorage® DS4100 Storage Server into Endo’s infrastructure. In addition to hosting saved Exchange messages, the storage server also acts as a repository for back- office SAP data.

With its email environment in place, Endo turned its attention to its phone systems. IBM expanded an existing Avaya Communications Server in one of Endo’s facilities and installed another at a recently built Endo location. The team constructed a unified messaging platform using Avaya Modular Messaging, which would enable the company’s sales force to receive distribution list messages via PC or telephone.

Results

▶Scalability. For Endo’s rapid growth, the ability to scale the solution to the need was and continues to be important.

▶Enhanced productivity and collaboration. Robust messaging is critical to any organization, but to Endo’s new sales force, it plays a vital role in productivity enhancements. The solution supports every employee worldwide, facilitating enterprise-wide collaboration.

▶Minimized training requirements. By using popular and standard interfaces, Endo’s training costs simplified migration.

“IBM and Avaya went above the call of duty by dealing with anomalies in a very solid, upfront way, providing the level of technology to make it successful, and offering the best people from both sides.”

– Eric Bloom, Vice President of IT, Endo Pharmaceuticals

2 specifications

Avaya 2 is an advanced communications solution renowned for its robust features and adaptability, catering to businesses of all sizes. It is part of Avaya's strategic focus on delivering unified communications and contact center solutions that emphasize efficiency, collaboration, and customer satisfaction.

One of the main features of Avaya 2 is its seamless integration with a variety of communication tools. This includes voice, video, messaging, and conferencing capabilities that empower organizations to connect with employees and customers effortlessly. The system supports both on-premises and cloud deployment, allowing businesses to choose an infrastructure that aligns with their operational strategy.

Avaya 2 leverages cutting-edge technologies such as artificial intelligence and machine learning to enhance user experience. These technologies streamline processes by automating routine tasks and providing insights through data analytics. For instance, AI-driven chatbots can handle customer inquiries, freeing human agents to focus on more complex tasks, ultimately improving response times and customer satisfaction.

Another characteristic of Avaya 2 is its customizable user interface. The platform allows users to personalize their workspace, making it easier to access the features they use most frequently. This level of customization fosters better productivity, as employees can tailor the system to suit their specific workflows.

Security is a top priority for Avaya 2. The solution incorporates advanced security measures including encryption, authentication protocols, and compliance with industry standards to protect sensitive data. This is especially crucial for organizations handling proprietary information or customer data, as it mitigates the risk of breaches and builds trust with clients.

Moreover, Avaya 2 enhances collaboration through features such as team messaging and video conferencing, facilitating real-time communication among teams, which is essential in today’s hybrid work environment. Organizations can create dedicated channels for projects, ensuring everyone is aligned and informed.

Overall, Avaya 2 stands out in the crowded field of communication solutions due to its unique blend of features, state-of-the-art technology, and emphasis on security and customization. It serves as a reliable platform for businesses looking to enhance communication efficiency, improve collaboration, and elevate customer satisfaction in an increasingly digital world.