UTDi Delivers Business Continuity to AvMed Health Plans with
Avaya Call Center Solution
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April XX, 2008 – Unified TelData Inc., (UTDi) has announced that the AvMed Health Plans, Florida’s largest not-for-profit health plan, has successfully implemented a state-of-the-art virtual call center infrastructure solution from Avaya. With the help of UTDi, AvMed’s seven standalone locations and five regional offices are now linked together with a virtual network that ensures business continuity.
AvMed considered numerous solutions before ultimately selecting the Avaya IP solution due to its scalability and interoperability. The solution also provided skills-based routing to maximize agent productivity, enterprise-wide voice mail and company directory and Avaya Meet Me Conferencing. Avaya Modular Messaging enables employees to forward messages and Avaya IP Softphones enable mobile employees to stay connected.
The Avaya solution allowed AvMed to link all of its installations via IP, delivering the redundancy the company required. All seven locations are managed as a single switch, simplifying maintenance and administration. To ensure business continuity, the Gainesville location has an Avaya Survivable Modular Messaging systems and a High Availability Call Management System that will back up the new Avaya Modular Messaging and Avaya Call Management system in Miami.
The reliability of the virtual network from Avaya was tested recently when power was lost in Miami where all systems were running on the UPS. The initial outage caused no interruption in service as the UPS battery kept the system online and in operation. In less than 12 minutes however, the battery power was depleted and the Miami data center and core routers shut down, threatening service interruptions to the client base.
Within five minutes of the Miami shutdown, the Gainesville location was able to take over operations due to the Avaya virtual network. While 5 digit dialing between three of the locations was temporarily lost and all voicemail was down, the customer-facing calling processes were still being supported by the Gainesville location to ensure operations appeared seamless to the customer.
Power was successfully restored in Miami a little over an hour after it was lost, bringing the Miami phone system back up and running. This process was completed without any service interruptions at any of AvMed’s locations. Avaya was brought in to reset the system and issued a “Get Forced” command that reset all phones throughout the state with only a 30 second interruption in service.
”With our prior system, a power outage in Miami would have completely interrupted service to that location as we had no seamless way to migrate calls from Miami to Gainesville,” said Beverly Criswell, Telecommunications Manager, for AvMed. “The implementation of the Avaya system gave us the ability to not only link all of our locations, it also ensured consistent service delivery to all of our customers.”
”As a Platinum member of the Avaya BusinessParnter program, UTDi is committed to ensuring that all Avaya implementations adhere to stringent requirements for call quality, security and business continuity, “said Lyhn Haller, UTDi president. “UTDi provided an expert project team to support AvMed through the implementation process and to ensure that AvMed’s WAN could accommodate the converged voice and data traffic. The proven collaboration between UTDi and Avaya delivered quality, efficiency and performance for all AvMed locations.”
About UTDi
Unified TelData, Inc. (UTDi) provides Intelligent Solutions for world-class communications to a broad range of customers globally including AVMED, United Way, APCO Worldwide, Blue Coat, The U.S. Senate’s 450 locations nation-wide, and the City and County of San Francisco. A full-service solutions provider with offices nationwide, UTDI offers its clients, intelligently architected solutions as well as deployment, on-site training, technical support, financing options, and maintenance programs. UTDI is a National Avaya Platinum Business Partner, ranking among the top 10 Avaya dealers in the United States.
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