Avaya CRM Solution Improves Customer Experience for Stronger Business Performance.

Business/Technology Editors

BASKING RIDGE, N.J.--(BUSINESS WIRE)--Aug. 1, 2000

Individual Service Management Leverages Data to Deliver Better

Service and Strengthen Customer Relationships

Avaya, the former Enterprise Networks Group to be spun off from Lucent Technologies later this year, today introduced a software solution that will improve the experience for people contacting a call center, helping companies attract and retain valuable customers.

Avaya's Individual Service Management uses business and customer information, including information about customers' previous calling experiences, to increase customer satisfaction, build customer loyalty, and increase the value of each customer relationship. Working in conjunction with Avaya's CRM Central 2000, Individual Service Management helps companies individualize their service. Applications range from changing how a call is routed based on the customer's experiences with the business, to providing specialized service to key customer segments - all bringing additional focus to delivering the right experience for each customer.

For example, if a customer has been on hold for an extended period, Individual Service Management can trigger a whispered announcement advising an agent not to put the caller on hold. If a customer abandons while in a call queue, the customer's next call can be prioritized for faster response. Customers in specific groups can be identified and routed to agents who are most familiar with their accounts.

"Individual Service Management helps companies consistently deliver the kind of service that keeps customers coming back again and again," said Marty Askinazi, executive general manager, Avaya CRM Solutions. "When companies roll out the red carpet for their best customers, it translates into top-line growth and profitability."

Individual Service Management runs on a Windows NT Server and is based on Avaya's CRM Central 2000 solutions platform, which provides an open foundation for CRM strategies and contact center expansion. It works in conjunction with Avaya's CentreVu(R) Call Management System, the company's contact center reporting suite, and DEFINITY(R) Enterprise Communications Server.

Individual Service Management is scheduled to be generally available in the U.S. in September, 2000.

Individual Service Management is part of Avaya's Customer Relationship Management Solutions, which comprise a broad array of systems, software and professional services that help companies deliver on their commitments to customers. They include multimedia customer care applications, customer relationship management software, interactive voice response systems and predictive dialing solutions.

About Avaya

Avaya, formerly the Enterprise Networks Group of Lucent Technologies, headquartered in Basking Ridge, N.J., USA, is a leading provider of communications systems for enterprises, including businesses, government agencies and other organizations. We offer voice, converged voice and data, customer relationship management, messaging, multi-service networking and structured cabling products and services. We are a worldwide leader in sales of messaging and structured cabling systems and a U.S. leader in sales of enterprise voice communications and call center systems. We intend to use our leadership positions in enterprise communications systems and software, our broad portfolio of products and services, and strategic alliances with other technology and consulting services leaders to offer our customers comprehensive eBusiness solutions. For more information about Avaya, visit us on the Web at http://www.avaya.com.

Lucent Technologies, headquartered in Murray Hill, N.J., USA, designs and delivers the systems, software, silicon and services for next-generation communications networks for service providers and enterprises. Backed by the research and development of Bell Labs, Lucent focuses on high-growth areas such as broadband and mobile Internet infrastructure; communications software; communications semiconductors and optoelectronics; Web-based enterprise solutions that link private and public networks; and professional network design and consulting services. For more information on Lucent Technologies, visit its Web site at http://www.lucent.com.