Avaya Inc. , a leading global provider of communications networks and services for businesses, today announced that it is providing Enterprise Connect Solutions to Protection One , one of the largest security monitoring firms in the United States. When completed, the new network will extend Avaya MultiVantage(TM) Communications Applications -- including Internet Protocol (IP) telephony, messaging and contact center applications -- to more than 50 Protection One branch offices, enabling the company to enhance customer service and sales responsiveness, reduce costs, and improve efficiency and productivity.
A strong local presence is key to Protection One's success in serving more than one million residential and commercial customers across the United States. The company's "Get Local" campaign has increased each branch's responsibility for customer service, customer retention and new sales. However, the assortment of standalone voice and data systems used across Protection One's branch offices limited the company's ability to reduce costs and to serve its customers efficiently. Avaya Enterprise Connect Solutions will standardize technology across the branches and will assist with achieving a number of Protection One's objectives related to its Get Local efforts. As a result, local customer service representatives will be able to answer calls more easily and quickly and local call volume data will aid real-time and long-term strategic decision-making.
"Our Get Local campaign provides our customers more personal, local service," said Mack Sands, executive vice president and chief operating officer at Protection One. "So that we're always there for our customers, we want to be sure we're never understaffed, anywhere, and that means getting a better handle on business processes and knowing what's going on at the local level from a customer service perspective."
With thousands of calls being made daily between the company's branches and its customer service management center in Wichita, Kansas, Protection One will see cost reductions in toll calling by using the converged, voice and data network. The new network will enable the company to more efficiently manage and administer its entire IT operations from a single location, providing consistency by distributing the same programming, voice messaging, directory access and other applications to each of the branch offices across the company.
Increased collaboration between branches will also help the company respond more quickly to customer calls and sales opportunities. If a local branch is either closed because of weather conditions or is experiencing high call volume and local staff is busy assisting other customers, customer center management can easily engage another branch office to help handle calls. Protection One will also be able to migrate existing telephony and customer center functions easily into the new, IP-based network, an important factor for reducing implementation and training time.
"The decision to undertake this project was an easy one to make," said Sands. "We believe we can achieve significant savings through gains in efficiency and productivity from the beginning. In the long-run, what we learn about the demands and capabilities of our communications system as a result of this new network will have a dramatic impact on how we do business and serve our customers."
Protection One is implementing Avaya MultiVantage Communications Applications, including IP telephony, contact center and messaging, in its Wichita center for centralized management and administration across the business network. Avaya S8700 Media Servers in separate Protection One locations provide full communications continuity if the primary location is disrupted. Local Protection One branches will host Avaya S8300 Media Servers, Avaya G700 Gateways and Avaya P330 MultiService Switches to maximize the ability of each branch to continue operations if the wide area network is affected.
Additionally, Protection One's branch employees will use new, Avaya IP telephones, while customer center personnel will continue to use their existing digital telephones. Avaya Integrated Management will enable Protection One to monitor and manage all IP telephony and data networking operations remotely from the company's Wichita location.
Avaya Global Services and Choice Solutions, an Avaya BusinessPartner, are providing installation, project management and maintenance services, including migration of existing contact center applications to the new platform.
About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90 percent of the FORTUNE 500(R). Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) 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 website: http://www.avaya.com/.
About Protection One
Protection One, one of the leading commercial and residential monitored security services companies in the United States and a leading security provider to the multifamily housing market through Network Multifamily, serves more than one million customers in North America. For more information on Protection One, go to http://www.protectionone.com/.
CONTACT: Deb Kline of Avaya, +1-908-953-6179, or mobile, +1-908-313-8549, klined@avaya.com
Web site: http://www.avaya.com/
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