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Small Business Communications market 2008
01/04/08
A new
independent report from 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."
Nick Gibson, editor
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