vineyard vines(R) Enhances Delivery of Personalized Customer Service with Avaya Solution for Small, Medium Businesses



    
    All Business Communications Enables vineyard vines(R) to Migrate Smoothly,
    Economically, from Existing System and Provides Ongoing Training
    

    BASKING RIDGE, N.J., Oct. 22 /CNW/ -- At vineyard vines(R)
(www.vineyardvines.com), providing top notch personal service to an expanding
customer base is an important factor in the sale of the company's high-quality
apparel inspired by life on Martha's Vineyard -- including patterned silk neck
ties, colorful patchwork shorts, and women's beachwear and dresses.  When the
company needed a new communications system that could keep pace with its
growth and provide options for personalized client care, they chose an
intelligent communications solution for small and medium businesses from Avaya
(NYSE:   AV), a leading global provider of business communications applications,
systems and services.
    vineyard vines(R) sells clothing on its website, at four free-standing
stores in Connecticut and Massachusetts, and through over 600 wholesale
accounts nationwide.  Buoyed by the combination of a well-received product
line and an industry-acclaimed customer service philosophy, revenues grew six-
fold over the last three years, and the firm is still expanding.
    "Even as we've expanded, we remain absolutely dedicated to customer
service, which is the key to our company's success," said Quinn Veysey,
Telecommunications Manager and Customer Service Supervisor.  "We knew we
needed an easy-to-use communications system that could keep pace with our
growth, enable us to better manage calls, and give us options so we could keep
delivering the personal care that has built our brand."
    The answer came with Avaya IP Office, an award-winning, cost-effective,
easy-to-use, secure converged voice and data communications system specially
designed for small and mid-sized companies.  vineyard vines(R) IP Office
system at its headquarters in Stamford, Connecticut supports a 20-agent call
center, as well as all of the firm's administrative functions.  The company's
IP Office system was configured by All Business Communications, a certified
member of Avaya's BusinessPartner program. All Business Communications also
has "SMB Expert" designation from Avaya, indicating the reseller's proficiency
in IP telephony, including customer support, technical knowledge and
expertise, sales revenue and marketing support.
    vineyard vines(R) was able to reuse many of its existing Avaya digital
phones from its previous system, adding a handful of new ones to accommodate a
growing base of 138 users.  "Being able to migrate easily and quickly without
losing all of our initial investment was one of the key deciding factors in
choosing Avaya IP Office," Veysey said.
    Staying true to its dedication to personal service, every incoming call
is answered by a live agent.  "With IP Office, we can ensure each call is
answered by a vineyard vines(R) employee," Veysey said.  "If our agents in the
call center are all busy, an incoming call can spill over to the sales, design
or production teams. We all go through customer service training, and we all
know how to enter orders."
    Incoming calls -- from top suppliers or customers, for example -- are
routed directly to the appropriate department so they're handled more
efficiently.  IP Office's built-in conference bridge enables staff to quickly
and economically set up calls without using an outside service.  Veysey sets
up direct-dial numbers with a click of the mouse, updating them easily if an
employee changes departments.
    Employees who are often on the road now have new options for remote
access to voicemail. They not only can dial in for messages, but can pick them
up in their email inbox or access them via the internet to avoid calling
costs.  And the VoiceMail Pro application built into IP Office enables
incoming calls to be forwarded, giving the company coverage during evenings,
holidays or company-wide meetings that take employees away from the office for
an extended time.
    All Business Communications provides ongoing online training for Veysey
on the many business benefits of IP Office, such as the ability to provide
remote workers with the same communications capabilities as headquarters
staff, or deploying IP telephony more widely, which Veysey is considering for
the future.
    "I really love that the system is easy to use and will grow along with
us," he said.  "In minutes, I can update someone's voicemail so it's forwarded
to their email or decide to turn a phone line into a fax line.  And because I
don't need to be a technology expert, I can focus on the area where I am an
expert -- serving as an ambassador for vineyard vines(R)."
    
    About Avaya
    
    Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500(R), use Avaya solutions for IP Telephony, Unified Communications, Contact
Centers and Communications-Enabled Business Processes. Avaya Global Services
provides comprehensive service and support for companies, small to large. For
more information visit the Avaya Web site: http://www.avaya.com.
    
    About vineyard vines(R)
    
    vineyard vines(R), a company best known for its elegant neckties, was
founded in 1998 on Martha's Vineyard by brothers Shep and Ian Murray. The
company now offers a variety of accessories and apparel for men, women, and
children. vineyard vines(R) products are sold in over 600 specialty and
department stores worldwide.
    
    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 "SMB Expert" status
which is Avaya's highest level of certification in the small and medium
business (SMB) sector.  This was accomplished through unparalleled customer
service, product knowledge, and technical expertise in the market.  For more
information visit www.abcna.com.




For further information:

For further information: Media, Barbara Burgess, +1-908-953-3348, 
barbarab@avaya.com, or Investors, Matt Booher, +1-908-953-7500, 
mbooher@avaya.com, both of Avaya Web Site: http://www.avaya.com              
   http://www.abcna.com                  http://www.vineyardvines.com

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