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Small Businesses Succeed With Avaya: Independent Report from Leading Analyst Firm Cites Avaya Leadership in Communications Solutions

FOR IMMEDIATE RELEASE: Monday, March 31, 2008

BASKING RIDGE, N.J. – A new independent report from global analyst firm Canalys shows that Avaya is the number one provider of communications solutions for small businesses – companies with 100 or fewer employees – in Europe and North America combined.

The Unified Communications (UC) report from Canalys[1] represents lines shipped to small businesses in 2007. Canalys specialises in delivering market data, analysis and advice to the world’s leading technology vendors. “The report clearly demonstrates the global leadership Avaya has in the important and growing small business market,” said Geoffrey Baird, vice president and general manager, Appliances, Mobile and Small Systems Division, Avaya. “It’s our experience that small businesses need communications capabilities enabling them to solve problems such as improving productivity and competing with bigger brands or other local companies. We’re delivering those capabilities and are committed to working closely with our worldwide network of resellers to bring these newest features to small businesses.”

Avaya now has well over four million users worldwide on Avaya IP Office, its flagship converged communications solution. IP Office is the platform for Avaya’s UC applications for small businesses. Avaya introduced the UC applications earlier this month at VoiceCon 2008, a leading conference and exhibition for enterprise voice, IP telephony and convergence solutions. The applications help companies improve efficiency and speed by giving them the capability for instant response, mobility and business continuity with practical business features at a price they can afford.

According to Matthew Ball, analyst, Canalys, UC can potentially save small businesses significant costs and dramatically raise their productivity. “These are benefits every small business needs at any stage of its life, but they are particularly critical during the challenging economic times in which companies are operating today,” Ball said. “Having access to affordable, business-critical solutions is an extremely valuable proposition for small businesses – and for the resellers who serve that market.”

SMB Customers Throughout Europe Gain Efficiencies, Lower Costs with Avaya

Avaya customer adb24 is the primary call centre for airline SunExpress, based in Turkey. "As the primary call centre for popular airline SunExpress, adb24 started 10 months ago with 12 agents and now has 49 agents - and 2,955 seats to fill on our planes daily. At the end of 2008, we're looking at having a total of 120 agents," said Derya Cangor, managing director of adb24 Ltd. "It's rapid growth, and we need to be able to react to customer needs immediately to ensure consistent success. We chose to implement Avaya after seeing their success at other sites, and have been thoroughly satisfied -- in fact, we've upgraded the system already! Avaya is a keystone to our success as we continue to grow."

Another customer gaining benefits from Avaya technology is Swing Autovermietung, a rental car company in Germany with five locations. The Avaya UC applications on Swing’s IP Office platform at German rental have enabled the company to dramatically improve its customer service.

“Ninety-five percent of our sales are generated via the telephone and the Internet. That’s why a reliable communication system is a must for our business. The system from Avaya is the ideal solution – it meets all our requirements, particularly regarding customer service,” said Heinz Weilnböck, prokurist, who has general commercial power of attorney at the firm. “For example, customer calls on price inquiries or reservations are automatically routed to the information department, while claim reports or billing queries are handled by the service team. This means our customers always have immediate access to the right professional person. And now we have the flexibility to quickly set up tele-workstations or provide communications to a new branch. As a growing small enterprise, we now have the long-term investment security and flexibility we need.”

And at Guggerbach Residential Home, a facility in Davos, Switzerland, residents and staff alike benefit from the multiple options Avaya communications affords them. "As residents of our home, our 117 ‘clients’ rely every day on Avaya’s top-notch communications systems to reach out and take an active part in life, and the same system ensures the safety of all of the residents," said Urs Tobler, manager of the Guggerbach Residential Home. “Thanks to this progressive and integrated telecommunications system, we can make sure that all aspects of the residents’ lives are managed appropriately and dynamically. At the end of the day this communications solution enables the Guggerbach Residential Home to offer attractive additional services and maintain its competitiveness – with a very considerable return-on-investment."

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®, 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:

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