Avaya Global Press Release with Sutton Ford

Avaya 2005 Global Press Release
Auto Industry Business Telephone System Solution
Sutton Ford Operation Efficiency
About Avaya
Sutton Ford's Avaya IP Office Solution

Authorized for release in 2005

Avaya 2005 Global Press Release and International Reference Customer

Backgrounder:  Converged Communication Systems was contracted by Sutton Ford in 2005 to design, implement and support a unified telephone solution at main dealership as well as at remote used car lots in another area code.  Avaya selected Sutton Ford due to the smooth implementation of the CCS Support group as well as the customers excellent reviews on products and services.

Customer Profile:  Sutton Ford

Industry:  Auto Industry Business Telephone System Solution

Telephone System Solution:  Avaya IP Office Telephone System with Analog, Digital and VoIP Telephones and IP Trunking with Call Center monitoring and Roaming profiles with Mobility features

Avaya IP Telephony System for Small and Medium Businesses Enables Automotive Companies to Trade Up to Intelligent Communications

Intelligent, secure, easy-to-use system from Avaya lets companies make the move to high performance business applications for improved customer service, productivity

For Immediate Release: 10-Oct-2005

BASKING RIDGE, N.J., US -
Companies in the highly competitive automotive industry are finding that trading up to a new high-performance communications system can help them build productivity and make dramatic improvements in customer service, efficiency and cost savings.

Each has transformed its operations with Avaya IP Office, a secure, intelligent, and easy-to-use converged voice and data system for small and medium businesses from Avaya (NYSE:AV), a leading global provider of business communications applications, systems and services.

Sutton Ford brings efficiency to its operations by networking multiple locations

When Sutton Ford outgrew its former communications system, the company worked with Avaya BusinessPartner Converged Communications Systems LLC to standardize on a new Avaya IP Office solution for its three dealerships in Matteson and Frankfort, Ill. By linking the locations in a single IP Office network, the company is bringing important new efficiencies to its operations.

Telecommunications manager Mike Semik now can manage all three sites remotely through any PC connected to the network. He says the simple, graphical interface Avaya offers makes moves, adds and changes "a piece of cake," providing an easy, efficient way to bring sales people on line or move them around the dealership, for example.

By networking the three sites, the company has eliminated toll charges between Matteson and Frankfort and now can have a single receptionist serve all three dealerships. Any overflow calls are simply routed to the cashiers on duty.

Customer service has also improved. "Before, we were certain we were losing calls," Semik said. "That was one of our biggest customer complaints. But now we have the capacity and the backup we need."

Sales teams are using the "call forward to cellular" feature so they remain accessible to customers as they move across the dealership and won't miss important calls. Semik says sales trainees who share the same desk but work different shifts are now able to log into the network when they arrive, receiving only those calls intended for them and retaining the personal preferences they've established for their shared phone.

Sales managers use data from IP Office to monitor how many direct calls are missed and/or routed to the receptionist at the main office for pickup, giving them the information they need to better manage their operations. They also have the ability to listen in on calls to see how well team members are handling customer requests.

Sutton Ford's busy parts department now has a calling queue that lets customers know where they are in line, and when employees are busy and unable to take calls, they can log out of the system so their phone won't continue to ring. The result has been a big improvement in staff morale.

"Our call flow is also better," Semik said."Each department has its own hours of operation and can set its own after-hours messages and options for how calls are managed."

Since Avaya IP Office supports a variety of transmission protocols and endpoints, Sutton Ford was able to use digital handsets at its primary locations, while deploying IP phones at a small secondary site to avoid expensive cabling costs.

About Avaya

Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

Sutton Ford's Avaya IP Office solution includes:

• IP Office IP406
• Avaya IP Office - Small Office Edition, a compact platform that connects up to 20 users
• Avaya Voicemail Pro, PhoneManager Pro and Auto Attendant applications
• Avaya Compact Call Center
• Avaya 4400 and 5400 Series Digital Telephones
• Avaya 5600 Series IP Telephones for remote location through T1 connect and hard VPN

Learn More

For more information on Avaya sales and Avaya support contact our headquarters sales and support center at 847-424-1500 to assist with your nationwide voice and data needs.