- Three year agreement covers IP Telephony migration, unified
communications and contact center applications
BASKING RIDGE, N.J., Aug. 20 /CNW/ -- Avaya Inc. (NYSE: AV), a leading
global provider of business communications applications, software and systems,
today announced that Black & Decker has selected Avaya Intelligent
Communications to power the company's communications. Avaya will help Black
and Decker build an IP Telephony-based network with the sophisticated
communications for nearly 200 locations with highly diverse needs around the
globe. The implementation will help the company improve productivity and
customer service, control costs, and support new ways of doing business.
A global manufacturer with several leading brands, Black & Decker is
known for quality power tools and accessories, hardware and home improvement
products, and technology-based fastening systems. The company's facilities
include large commercial offices, 11 call centers, manufacturing operations in
10 countries and more than 100 smaller retail or repair locations.
"We needed a vendor who could support a staged migration to IP telephony
in a global business with very basic to highly advanced telecom and telephony
needs," said Karen Dean, Director, Global Telecommunications, Black & Decker.
"Avaya meets those needs and does so securely, reliably and cost-effectively."
Migrating and unifying for productivity and cost-effectiveness
Black & Decker's network architecture will extend Avaya Communication
Manager IP telephony and Modular Messaging features and applications using a
combination of servers and survivable gateways. To help maximize cost-
effectiveness, the IP Telephony migration will incorporate existing digital
phones and add Avaya IP desktop telephones and IP softphones for new locations
Avaya Unified Communications can support mobile employees, allowing them
to use any approved device to access, activate and manage Avaya telephony,
messaging and conferencing, Microsoft Outlook messaging, calendaring and tasks
when in the office and on the road. The goal is for employees to have more
consistent, easier access to colleagues, resources and communications tools,
to enable greater productivity whether they are in the office or on the road.
Intelligent Communications power customer service with speed, accuracy
Black & Decker already started honing its customer service edge with
Avaya Customer Contact applications to support the company's Worldwide Power
Tools and Accessories business. All customer calls in North America --
whether from a large retailer or individual user -- come into the main call
center number and are routed over Black and Decker's IP network to agents in
Maryland, Tennessee or Toronto. Avaya Intelligent Communications intuitively
defines the call path and information required to make sure the customer and
agent are quickly matched in the most appropriate manner to produce an
The company is also a "power user" of Avaya Interactive Response (IR) for
a variety of both 'classic' self service and highly innovative applications.
For example, Black & Decker pairs the Avaya IR and a proactive contact
solution to notify retail repair customers of estimated costs for a repair and
the opportunity to accept or decline, and subsequently notifies customers when
the repairs are complete.
More recently, Black & Decker recognized a need to help construction
companies improve security for expensive tools and appliances on job sites. To
help solve this challenge, the company's DeWALT business introduced a new
product called MobileLock(TM). The product uses Avaya Interactive Response to
dial a customer when a tool or appliance is "on the move" via unauthorized
activity. The customer can quickly take action, such as calling authorities,
and the GPS monitoring system can be used to pinpoint the location of the
"The Avaya Interactive Response lets our company deliver a new product to
the market in a much more cost effective way," said Dean. "Through
convergence, we simply couple communications capabilities with a business
application and leverage the intelligence in our existing infrastructure to
provide new value to our customers."
Avaya Global Services key to successful integration
The Avaya Global Services (AGS) organization provides a wide range of
maintenance, consultative, and project management services to Black & Decker.
AGS Consulting and Systems Integration group is helping the tool maker to
develop and execute a long-term strategy for migrating and converging its
communications platforms. AGS will help design business unit and
geographically-based technology architectures, create a 'Black & Decker
Playbook' to ensure global consistency; and develop a roadmap for ongoing
management of the converged infrastructure, such as monitoring, issue
management, firmware and operating system upgrades. Avaya Program Management
services ensure that each implementation adheres to 'The Playbook,' thereby
leading to predictable, repeatable, and successful migration to the IP-based
telephony environment. Avaya Global Services also provides essential
maintenance and monitoring for all of Black & Decker's North American
Said Dean, "Avaya Global Services is a key ingredient in developing our
strategic direction in convergence, helping ensure we achieve a high degree of
consistency and reliability in our implementations and maximizing the return
on each investment we make. This is what Black & Decker requires from a
strategic technology partner."
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, www.avaya.com.
For further information:
For further information: Deb Kline, Media Relations, +1-908-953-6179, or
firstname.lastname@example.org, or Matt Booher, Investor Relations, +1-908-953-7500, or
email@example.com, both of Avaya Web Site: http://www.avaya.com