'Avaya IP Office' by Unknown

Avaya IP Office

The All-in-One Solution for Growing Businesses

Contact Centers

Unified Communication

IP Telephony

Services

Yea ine

f th agaz

duc hony

o p

03 Tele

20 et

nte

Simplify your communications...lower your costs...streamline messaging...

enhance customer service. It's all possible with Avaya IP Office, the all-in-one

communications solution designed to grow with you into the future.

Rely on Avaya IP Office to help your business...

Simplify

Get the features that simplify everyday communications--

like having your calls follow you wherever you happen to

be-working.

Streamline

Manage your voicemail and e-mail in one mailbox. Listen to

your voicemail through your laptop. Listen to your e-mails

through your phone. Set up conference calls with as many

as 64 participants per conference on your own conference

bridge.

Personalize

Deliver the efficient, personal service that keeps

customers coming back...and makes you easy to do

business with.

Connect

Connect your phones...PCs...offices...the Internet...

remote-workers...headquarters.

Everything a growing business

Implement innovative call accounting capabilities

that track calls, allocate costs and speed investment

needs in a full-featured phone

returns.

system. And that's not all...

Distribute information quickly to large numbers of

people (training, press conferences, briefings) with

Avaya IP Office delivers the powerful call handling

easy-to-use conferencing capabilities.

capabilities for the busiest communications environ-

Integrate security and office management capabili-

ments. And the features and flexibility that enhance the

ties to remotely unlock doors, access fire/burglar

performance and productivity of everyone who uses it.

alarms, monitor energy settings, and more.

What really sets Avaya IP Office apart from communica-

By "converging" voice, data and Internet technologies

tions solutions you may have used before are the inno-

in one solution, Avaya IP Office is able to support all of

vative applications you can add that will transform the

these applications. Whether it's improving productiv-

way you do business:

ity, streamlining the flow of information or enhancing

Integrate your customer database with IP Office's

your customer service, the versatile Avaya IP Office is

sophisticated call routing capabilities to deliver a

designed to support the applications that will help you

new level of personalized customer service.

achieve your most important business goals.

Build a multimedia contact center to support cus-

tomers via the phone, e-mail or Web-chat.

Avaya IP Office ... how you use it is up to you

A Phone System

A Data/Internet Solution

A full PBX with hundreds of features. Up to

Integrated dual-speed LAN ports for

360 extensions. Display phones. Desk- and PC-

linking computers and high-speed access to

based IP phones. Paging. In-building wireless.

the Internet. RIP-2 support. Integrated firewall.

Standards-based interoperability with other PBXs.

Remote access server. VPN support with IPSec and

L2TP.

A Messaging Server

For Home/Small/Branch Offices

Voicemail. Auto attendant. Unified voicemail/

e-mail. Personal Number. Call recording. Easy-to-

Use the Small Office Edition for small offices,

use graphical interfaces. IVR. Text-to-speech. Full

branch offices and teleworkers. Link your offices

synchronization with-Microsoft® Exchange.

on one phone system with centralized administra-

tion and shared messaging.

A Contact Center

A Conferencing Solution

Multimedia call routing--voice, e-mail and Web

chat. Queue management. Up to 75 multi-media

Have your own private conference bridge with a

agents, up to 150 telephony agents. Wallboards.

maximum of 2 calls with up to 64 participants

Management by exception. Real-time tracking and

each, with the IP412. Reduce or eliminate fees

analysis. Caller services via IVR with text-to-speech

for externally managed conference services. It's

and access to 3rd party databases. Integration

secure, easy-to-use and very cost-effective.

with Microsoft CRM.

a higher plane

of communication

W h y y o u s h o u l d s a y " Ye s " t o

You can also reduce administration costs--IP phones

can be added and moved more easily than traditional

Avaya IP Office today

phones. If you have more than one location, you can

network your communications and computer systems

There are so many reasons why Avaya IP Office

over a managed, IP-based infrastructure, saving money

should be your next communications system. With a

and streamlining operations.

range of different-sized models to choose from, plenty

of software applications and hundreds of features,

it's easy to custom-tailor a solution for your specific

business goals--saving money, boosting productivity,

Get the customer service that

improving customer service and more.

will change your business

And you can add new capabilities and capacity to

Your communications system is a critical part of your

adapt IP Office as your business grows and changes.

ability to build and maintain the strong relationships

Here are just a few reasons to say "yes" today:

that will create customer loyalty and grow your business.

Calls that go unanswered, or are not answered quickly

or professionally, will cost you customers, sales and

Get your business ready for the

revenue. Through its sophisticated call handling capa-

bilities--and optional applications such as Compact

"converged" future

Business Center and Compact Contact Center--Avaya

IP Office gives you the capabilities you need to offer

Using Avaya IP Office as a "converged" system lets you

quick, personalized service at any time of the day or

consolidate all of your communications on one network

night. Minimize hold times. Avoid bottlenecks during

connection and save money. You can take advantage of

peak periods. Generate a "screen pop" of information

the ability to make calls over a managed Internet service,

about callers. Automate routine requests for support

reducing your calling costs.

and information.

Reason to believe

At the UK offices of his bourgeoning business

operations, Rod Stewart wanted a communica-

tions system in which every phone would tell a

story about the future of communications--and

he got it with Avaya IP Office.

Stewart's business is kept in tune by a five-mem-

ber team that is constantly on the move--on tour

or roaming the grounds of his sprawling estate

which doubles as business headquarters.

With Avaya IP Office, voice and Internet lines

were merged into a single IP-based network

so staff members can make phone calls while

accessing e-mail and the Internet over a single

broadband connection. When they are out of the

office or on tour, Avaya IP Office makes it easy

to set up conference calls. And because staff-

ers are now automatically notified on their cell

phone of any voice messages--everyone can stay

footloose and fancy-free.

Whether you have an informal sales or service

people as quickly as possible, and managing and

department, or a full-fledged contact center handling

making use of it once it has arrived at its destination.

customer inquiries via the phone, e-mail or the Internet,

Avaya IP Office will help you on both counts with...

IP Office is ready to meet your needs.

Easy access to voicemail and e-mail.

The integration of Microsoft Business Solutions CRM®

Enhanced support for cell phone users and

into your IP Office and Compact Contact Center solu-

remote-workers.

tion helps you to better understand your customers'

needs and build more profitable customer relation-

Industry-leading conference call capabilities--for

ships. Customer and historical sales information in

up to 64 parties on a call--including Web-based

Microsoft CRM can now be linked directly to incoming

scheduling and information sharing.

and outgoing calls to make an integrated view of cus-

tomer data available to everyone in your business-so

Linkages to Microsoft Exchange and company data-

customers get the personal attention they demand,

bases will leverage your significant investments in

every time they call.

those resources, while automated updates to company

directories keep the information flowing easily in

And, IP Office contact center solutions deliver the

today's dynamic organizations.

reporting and management capabilities (for historical

and real-time data analysis) that allow you to carefully

Avaya IP Office delivers a full range of messaging and

monitor and adjust your customer service resources.

information capabilities, from simple voicemail-only

capabilities to sophisticated implementations involv-

ing the VoiceMail Pro application with automated

attendants, call forwarding, call recording, confer-

Streamline the flow of

ence-bridges and much more.

information

One of the biggest challenges facing every business

today is getting the right information to the right

Playing for keeps

Maiden voyage

When sports fans want tickets, or season

When the founders of Luxury Cruise Center, a

ticket holders need service, the Boston Celtics

rapidly growing travel services company, were

organization must be able to turn on a dime

preparing to launch their new venture, they

and respond quickly and efficiently. To keep

knew they wanted to begin operations quickly

their office game in shape, the Celtics rely on

and keep startup costs to a minimum. Avaya

the Avaya IP Office solution. Avaya IP Office

IP Office helped them meet both objectives,

delivers all of the features the Celtics need in

allowing the company to get up and run-

a communication system, while allowing the

ning, and handle calls a full week ahead of

flexibility to use either standard digital phones

schedule. IP Office delivers full functionality

or IP-enabled ones.

for the 20-agent contact center, including

real-time and historical contact data, incom-

In the Celtics' 15-agent contact center, the

ing call identification, wallboards, and IP and

IP Office solution supports ticket sales and

CTI capability. Agent reports make it easy to

customer service. Now calls from season

track agents' strengths and weaknesses, and

ticket holders can be routed to agents spe-

implement priority routing. And managers like

cially equipped to handle their requests. And

the idea that they can keep tabs on operations

IP Office's computer-based call tracking tool

from anywhere, as long as an Internet connec-

makes call center management a slam dunk.

tion is available.

The extensive reporting makes it easier to route

calls appropriately, manage the call volume,

and staff the center.

a higher plane

of communication

Networking (router, firewall, LAN ports and VPN

Connecting people and locations

support) is built in, reducing or eliminating the

Operating a network of offices or branch locations

additional outlay for those devices.

creates real challenges for sharing information and

Entry-level voicemail is built-in, eliminating the

resources. Delivering consistently high levels of service

outlay for this essential business capability.

across the organization requires a solution designed for

multiple locations.

Simple configuration and single point of

management generate cost-savings during

Avaya IP Office allows you to operate a network of

implementation and over the life of the system,

branch offices as a single site, with access to services

reducing total cost of ownership.

and features on the network from any location. You

gain the efficiencies of universal functions and end-user

Built-in least-cost routing and optional Voice over

familiarity--a uniform dial plan, centralized messaging,

IP open the door to substantial savings in call-

VoIP . . . and much more.

ing-costs.

Lower your costs

The ability to route data and voice traffic over the

same network reduces costs, particularly in new

The communications solution that's right for your

locations where no network investments have yet

company is one that helps you achieve your business

been made.

goals while also helping to control the growing cost of

communication. Avaya IP Office is designed to deliver

cost savings throughout your organization:

Is Avaya IP-Office

Selecting the right solution for your communications needs is one of the most

important decisions your company will ever make. If any of the following ques-

right for you?

tions apply to you it means IP Office may be the right solution for your business.

Do you need a solution

Avaya IP Office was designed to help companies benefit from the cost-savings and

designed for the

business advantages of Voice-over IP and voice/data convergence...and to do it

converged future?

when it is right for them.

Do you need a solution that

What sets Avaya IP Office apart from most communications solutions is its ability to

is an "applications plat-

support a wide range of applications, from Avaya and other independent developers.

form"?

Like a PC, you can add new applications at any time.

Are you focused on

Avaya IP Office comes with a wide range of powerful call routing and customer

service capabilities right out of the box. And with the optional Compact Contact Center

improving customer

package you can add capabilities that until now have only been available to much

service?

larger companies: support for up to 150 agents (including 75 multimedia agents),

full management and reporting capabilities, and the ability to create a multimedia

contact center for voice, e-mail and Web chat.

Do you rely heavily on

A major advantage of Avaya IP Office is its built-in, private "conference bridge"

that's available at a moment's notice when you need to quickly share information

conference calls?

with a large number of people. Secure, easy to use and very cost-effective, it's ideal

for team meetings, client conferences, training and more.

Do you have more than

Avaya IP Office is an ideal solution for branch offices because you can network

multiple IP Office systems. This means you can benefit from the "transparent"

one location?

operation of many features (transfers, Caller ID, messaging etc.). Get secure VPN

connections and proactive remote monitoring. Enhance information sharing and

collaboration, increase company-wide productivity and lower costs.

Avaya IP Office at a Glance

Five Models: Small Office Edition, 401*, 403, 406,

Networking: VPN supporting L2TP and IPSec for

412.

secure site-to-site communication

Capacities: 2 to 360 extensions.

Automatic Route Selection

Incoming Lines: Up to 96 digital (T1 PRI/BRI) /

Call Accounting: Optional packages available.

Computer Telephony Integration

120 digital (E1/PRI) and-192 analog.

Phones: Traditional, IP, PC-based IP softphones

Contact Center: Up to 75 agents for voice, e-mail

and wireless phones.

and Web chat (via Compact Contact Center).

Conference Bridge: Maximum of 64 parties on a

Messaging: VoiceMail Lite and VoiceMail Pro

single conference call. Flexibility to set up

deliver a range of options including (on VoiceMail

multiple, simultaneous conference calls. Maximum

Pro) unified access to voicemail and e-mail.

System Administration: Microsoft Windows-based

of 2 conference calls with 64 parties.

Local Area Network/Internet Access: Integral IP rout-

PC-configuration tool; SNMP proactive remote

er, firewall, Internet access.

monitoring.

About Avaya

Focused on enterprises large to small, Avaya is a

reach

world leader in secure and reliable IP telephony

Avaya enables businesses to achieve superior

systems, communications software applications

results by designing, building and managing their

and full life-cycle services. Driving the convergence

communications networks. Over one million

of voice and data communications with business

businesses worldwide, including more than 90

applications and distinguished by comprehensive

percent of the FORTUNE 500®, rely on Avaya

a higher plane

worldwide services Avaya helps customers

of communication

solutions and services to enhance value, improve

leverage existing and new networks to unlock value

productivity and gain competitive advantage.

and enhance business performance.

IP Telephony

Contact Centers

Unified Communication

Services

All trademarks identified by ®, SM and TM are registered trademarks, service marks or trademarks respectively.

All other trademarks are properties of their respective owners. FORTUNE 500 is a registered trademark of Time, Inc.

Printed in the U.S.A. 04/04 · BP2127-01

avaya.com