Risk Metrics Group, Challenge

Risk Metrics Group

An intelligent communications solution by Avaya and Juniper Networks

RiskMetrics Group (RMG) is a financial risk management firm that provides financial analytics and wealth management solutions to hundreds of financial institutions, corporations and central banks worldwide. Formerly a division of JP Morgan, RiskMetrics Group became an independent company in 1998. The company is headquartered in New York City, with 11 offices worldwide, including London, Tokyo and Singapore. For more information, visit www.riskmetrics.com.

Challenge

RiskMetrics wanted to connect the company’s offices as a virtual enterprise for improved internal communications and collaboration, faster and more attentive client service, and enhanced disaster recovery plans that would keep the company’s worldwide operations running in the event of an emergency.

Solution

RiskMetrics chose an Avaya IP Telephony Solution with Avaya MultiVantage® Communications Applications for improved business continuity and mobility. More than 300 RMG employees use the Avaya 4600 Series IP Telephones and more than 150 employees use Avaya IP Softphones for increased mobility, turning laptops into telephones wherever there’s connectivity. Avaya Modular Messaging provides productivity enhancing functionality to all users. Juniper Networks firewall solutions ensure secure operations for RMG. With its headquarters located just four blocks from “Ground Zero” in New York City, RMG understands the value of a disaster recovery plan. The Avaya IP Telephony Solution gives RMG confidence that its disaster recovery plan can be executed successfully with Avaya survivable servers in multiple U.S. locations to provide back-up in the event of an outage in New York.

Results

▶Increased responsiveness with clients. The Avaya IP Sofphone and Avaya Modular Messaging keep highly mobile staff members constantly “in touch” with their clients to provide very personalized, attentive support.

▶Superior customer support. RMG now provides customer service 24x7 by directing incoming calls to four operations groups at locations around the world based on time of day.

▶Enhanced collaboration. With the Avaya IP Telephony Solution, all RMG employees can simply dial four digits to be connected with each other for easier communication and collaboration. Avaya Modular Messaging provides centralized voice messaging to anyone on the network.

▶More agile, secure and reliable operations. The redundant Avaya servers and gateways ensure business continuity in the event of a prolonged power outage or an emergency situation.

▶Flexibility and scalability for the future. As RMG continues to grow and expand into other markets, the Avaya IP Telephony-based communications solution will grow with the company, maximizing the return on investment by enabling RMG to build on its existing communications infrastructure.

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.