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  Media Inquiries:
Barbara Burgess - Avaya
908-953-3348 (office) barbarab@avaya.com
Jeff Touzeau - Westcon Group, Inc.
914-829-7388 (office) JTouzeau@westcon.com
Adams Keegan Improves Customer Service, Reduces Costs with Integrated Solution from Avaya and Microsoft
BASKING RIDGE, N.J. - Avaya (NYSE:AV), a leading global provider of communications
networks and services for businesses, announced that Adams Keegan, a leading human resources management
company, is using an integrated Avaya and Microsoft solution to improve customer service and reduce costs.Headquartered in Memphis, Tenn., Adams Keegan provides outsourced human resources services to companies across the U.S., communicating with its customers and their employees via phone, fax, web chat and email. Driving down the cost of those transactions - while delivering superior service - is critical to the company's profitability and growth. A new Avaya IP Office Solution featuring integrated Microsoft® CRM capabilities is helping Adams Keegan meet those objectives by providing an automated way to capture and access customer information. Rather than having to search for files, the company's human resources specialists now receive immediate PC screen pops with information on incoming callers, giving them access to a complete record of the customer's account and recent interactions. In addition, facsimiles, web chats and email are automatically routed to the appropriate customer database as they arrive. The Avaya-Microsoft solution is the result of a strategic alliance between the two companies to deliver packaged applications and hardware solutions for small and medium businesses. By coupling telephony data with information from customer databases, these new solutions help smaller firms deliver service levels that rival those of much larger enterprises. The prepackaged Avaya-Microsoft solution for Adams Keegan integrates customer data stored in Microsoft® Business Solutions CRM with Avaya IP Office and an Avaya Compact Contact Center. Human resources professionals use a "softphone" feature of Avaya IP Office to make and receive IP telephony phone calls from their laptop or personal computer using a headset. Avaya IP Office identifies incoming callers based on their phone number, while Microsoft CRM searches the Adams Keegan customer database for a match and retrieves customer records. The Avaya Compact Contact Center solution then "screen pops" the information to the agent's PC. Built-in Microsoft CRM analytics help the company track the time and cost associated with specific transactions so that it can better manage its business. "This new functionality allows us to assign a cost to each and every service transaction," said Jay Keegan, President of Adams Keegan. "Doing so gives us a powerful tool for managing our business. We now can easily aggregate our costs and compare them to our revenues - giving us the data we need to focus our resources in those areas that involve our best customers and are most profitable to our business." The solution was sold to Adams Keegan by Hutton Business Solutions, an authorized reseller for both Avaya and for Microsoft. Network design and testing were provided by Voda One, a division of Westcon Group Inc., an Avaya distributor and global channel provider of networking technology products. The components of the Avaya-Microsoft solution
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