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Voxware Selects Avaya IP Office for Round-the-Clock Customer Service and Simplified IT Management
Avaya IP Solution Implemented by All Business Communications Helps Warehouse Management Software Company Voxware Meet Time-Sensitive Customer Demands
| Source: Avaya Inc.
BASKING RIDGE, NJ--(Marketwire - February 3, 2009) - Voxware, a provider of voice-automated
software products that help companies manage warehouses, has deployed Avaya IP Office to help improve
customer service capabilities and simplify the management of its
information technology (IT) and communications operations.
Most of Voxware's customers work in
time-sensitive warehouse environments that require the careful management
of logistics and inventory. Companies rely on Voxware's ability to let them
use voice commands to verify that their customers' orders are completed
accurately, as opposed to using manual methods for order fulfillment. This
involves the use of voice automation technology to verify warehouse
locations, types of items to collect, and the number of items collected.
In supporting its clients' warehousing needs, Voxware's software and
services need to support an entire cycle of daily deadlines. To do this,
they use an Avaya IP Office communications system -- designed for small and
medium-sized enterprises (SME) -- which helps ensure Voxware employees
remain responsive and accessible to customers twenty-four hours a day, even
when an employee is away from the office.
The Avaya IP Office softphone feature lets Voxware employees work anywhere
in the world and still remain connected to customers. This serves a
critical component of Voxware's customer communications operation, which
aims to remain consistently available to clients, so that decisions and
assistance are delivered quickly. A company such as a food services client,
for example, which deals in perishables, has no time to waste if the
warehouse manager has a question or issue to resolve with Voxware.
"Our customers' businesses are entirely dependent on schedules and
deadlines, which means it is imperative that outages and problems are
resolved quickly," said Mike Nolan, IT Manager, Voxware. "Avaya IP Office
gives us the enterprise-level capabilities to be always on, and respond to
customers dealing with deadline-oriented initiatives. We've already seen
the number of late responses drop dramatically since deployment."
Voxware switched to Avaya IP Office after consulting with All Business
Communications, an Avaya SME Expert in the Avaya Business Partner program
-- Avaya's highest level of certification in the small and medium
enterprise sector -- and the 2008 SME Avaya Business Partner of the year.
Voxware wanted to improve customer service, and retention. Now, with the
availability of 24-hour support, Voxware guarantees a response to its
customers' initiatives within 15 minutes.
With calls coming in to its support center at all hours of the day from
around the world, Voxware employees are ready to handle any issue quickly.
Avaya IP Office lets Voxware continually page a number of on-call and
backup staff until calls are answered. The paging system helps locate
employees quickly, so they can assist customers in a timely fashion. As a
result, Voxware can satisfy customer needs, and their customers can deliver
on commitments.
In addition to enhanced customer support, Avaya IP Office also helps
Voxware's IT organization simplify the management of its communications
capabilities in its offices in Cambridge, MA and Hamilton, NJ, which
together employ 50 people (Voxware has 75 employees company-wide).
Voxware previously relied on a system that made managing these two
locations more cumbersome, and required its IT managers to tap specialized
resources to handle even simple changes. With Avaya IP Office, Voxware's IT
administrator can now easily add, move, or delete employee extensions from
his own desk, rather than having to be in front of a phone in an employee's
office. As an added benefit, since the IT manager no longer needs to use
specialized resources or be in person to make the switch, Voxware is able
to cut down on related travel and labor expenses.
"We originally looked at other enterprise communications vendors, but Avaya
was the best choice for the functionality and investment level we
required," adds Nolan. "Voxware knows how essential constant and immediate
customer service is to being successful. Avaya is integral to Voxware
using always-on communications as a competitive advantage."
About Avaya
Avaya is a global leader in enterprise communications systems. The company
provides unified communications, contact centers, and related
services directly and through its channel
partners to leading businesses and organizations around the
world. Enterprises of all sizes depend on Avaya for state-of-the-art
communications that improve efficiency, collaboration, customer service and
competitiveness. For more information please visit www.avaya.com.
About All Business Communications
All Business Communications, Inc. is a certified member of the Avaya
BusinessPartner program. All Business Communications specializes in the
design, implementation, and support of integrated communication solutions
nationwide. All Business Communications has achieved "SME Expert" status
which is Avaya's highest level of certification in the Small and Medium
Enterprise (SME) sector. Avaya named All Business Communications as the
2008 SME Business Partner of the Year at the national sales conference.
This was accomplished through unparalleled customer service, product
knowledge, and technical expertise in the market.
For more information visit www.abcna.com.