Avaya and Interactive Northwest Use the Power of Intelligent Communications to Speed Service at U.S. Army Hospital

    Patients at Fort Stewart's Winn Army Community Hospital benefit from
    shorter hold times, improved service, and faster access to personnel and
    test results

    BASKING RIDGE, N.J., June 18 /CNW/ -- To achieve new breakthroughs in the
service it delivers to more than 75,000 soldiers, retirees and their families
at Fort Stewart, Ga., Winn Army Community Hospital is now using a new
intelligent communications solution designed by Avaya Inc. (NYSE:   AV) and
Interactive Northwest Inc. (INI).
    Avaya is a leading global provider of business communications
applications, systems and services, while INI is an award-winning developer of
self-service software.  The applications the companies have provided to Winn
Army Community Hospital are helping patients benefit from shorter hold times,
improved service, and faster access to personnel and test results.
    "I'm a big believer in using new technology to enhance healthcare," said
Colonel Scott Goodrich, Winn Army Community Hospital Commander.  "Our new
solution is based on cutting-edge technology that I'm convinced will provide
faster, easier navigation through our telephone systems and will improve our
patients' experience."
    Winn Army Community Hospital is using Avaya Communication IP telephony
and contact center software running on Avaya media servers and gateways.  Now
the hospital, its 20 clinics and approximately 70 operators have access to the
same kinds of sophisticated communications capabilities used by the world's
largest corporations.
    The hospital network also includes Avaya Interactive Response, a
standards-based self-service platform for contact centers that automates voice
transactions.  INI has integrated a variety of software applications into the
Avaya platform that are designed to help Winn Army Community Hospital deliver
top-quality service.  The applications were developed using Avaya Dialog
Designer, a tool that simplifies the development of speech self-service

    -- Connecting calls to the right department
    Winn Army Community Hospital is using INI applications that employ the
latest speech recognition technology from Nuance Communications (Nasdaq:   NUAN)
to enable callers to use natural language commands to connect to the right
department or clinic.  As the application is fine-tuned for local speech
patterns, it can ask simple questions and interact with Avaya's IP telephony
software to route calls based on the answers provided.  If the system doesn't
understand a response, it simply asks questions in order to clarify.  Callers
don't have to wait for an operator, and no human intervention is required.
    "This is a change in the way we do business," said Alice Sheplar, Chief
Information Officer, Winn Army Community Hospital.  "It's great for patients
who may have trouble using the telephone keypad."

    -- Reducing hold times
    Patients calling to make an appointment at the hospital or one of its
clinics no longer have to remain on hold to keep their place in queue if the
department they need to reach is busy.  They can schedule a callback - either
as soon as someone is available or at a specific time of day - without losing
their place in line.  Their call is handled in the same order it would have
been had they remained on the phone.

    -- Providing faster, more efficient call handling and access to
information for patients and operators
    Winn Army Community Hospital is expanding its use of its Avaya
Interactive Response system to deliver lab test results quickly and securely. 
Thanks to an Avaya-compatible application from INI, patients simply call in at
their convenience, enter a personal lab ID number and have their test results
read to them via text to speech technology.
    For those callers who need operator assistance, patient information will
be delivered to the operator's PC screen along with the call. Avaya contact
center applications integrated with INI's CTInsight(TM) application retrieve
and route records from the hospital database. As a result, calls can be
handled more promptly and patients don't have to repeat information.

    -- Using technology to improve customer service.
    For quality control and staff training purposes, the hospital now is able
to record calls and examine how well they are handled.  That means
improvements can be made over time in the service the hospital delivers.  The
new capability is based on IP telephony call recording software from Witness
Actionable Solutions, a division of Verint Systems Inc.
    INI, Nuance and Verint Witness Actionable Solutions are all members of
the Avaya Developer Connection program - an initiative to promote the
development, compliance-testing and co-marketing of innovative third-party
products that are compatible with standards-based Avaya solutions.

    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 Interactive Northwest Inc. (INI)
    Interactive Northwest Inc. (INI) delivers customer satisfaction in self-
service environments. The company works directly with clients and partners to
create real-world solutions that incorporate superior design and integrate
best-in-class voice response and speech recognition technologies with existing
business systems. More than 1,000 clients across the U.S. have turned to
Interactive Northwest for its expertise in designing, deploying and supporting
self-service technologies. INI is an Avaya Platinum DeveloperConnection member
and has a 15-year history of providing custom communication solutions built
upon leading interactive voice response (IVR) and telephony platforms.
Interactive Northwest is headquartered in Tualatin, Oregon. For more
information, visit www.interactivenw.com or call 800-732-3236.

For further information:

For further information: Media Relations, Deb Kline, +1-908-953-6179, 
klined@avaya.com, Investor Relations, Matt Booher, +1-908-953-7500, 
mbooher@avaya.com, both of Avaya Web Site: http://www.avaya.com              

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