Challenge, Solution, Results | Avaya 2 instruction

A Communications Network Company

An intelligent communications solution by Avaya and Aruba Networks

A FORTUNE 100® company located in the southern United States, with annual revenues in excess of $10 billion and more than 35,000 employees, owns and operates a large-scale, nationwide communications network. Among the company’s core values is an emphasis on customer service and satisfaction – doing whatever it takes to meet customer expectations. The company also measures its success based on delivering superior financial returns to its stakeholders.

Challenge

The customer runs one of the largest nationwide communications networks from a Network Operations Center in the southern United States. The NOC is a 7,000 square foot, open-plan room with low cubicles and large animated displays on the walls. At any given time, there are up to 70 network engineers in the NOC, all of whom may have active voice calls. Network engineers typically work at their desks in office spaces adjacent to the NOC. When they report to the NOC for a shift, they move to a workstation in one of the cubicles. As they monitor and solve network problems, they also form ad-hoc teams using surrounding conference rooms.

As the network engineers must be un-tethered to be effective and efficient, a mobile voice and data solution is mandatory. Previously, the customer’s voice solution was based on the public cellular network; however, this was outside their 5-digit numbering scheme and had very high associated costs of approximately $100 per engineer per month.

Solution

Aruba and Avaya partnered to deliver a wireless voice solution that provided PBX features and advanced voice functionality to NOC engineers. Aruba provided a centralized enteprise Wi-Fi infrastructure comprising managed Aruba AP-65 and AP-70 Access Points (APs) located on the top of workspace cubicles throughout the NOC and connected to the company’s LAN infrastructure. An Aruba 6000 mobility controller, installed in the company’s data center, manages and secures the Wi-Fi network. A range of SIP-capable voice-over-Wi-Fi (VoFi) phones were tested and approved by both Aruba and Avaya, qualifying handsets offering the full Avaya feature set and extending capabilities well beyond the “SIP-16.”

Results

▶Cost savings. Cost savings of more than $75,000 per year by switching from cellular-based mobile voice to an enterprise Wi-Fi solution

▶Improved mobility. The solution enables help desk workers to be mobile while retaining automatic contact distribution features and provides them with mobile phones mirroring the functionality of their desk phones.

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.