UTDi is now a new showcase member in the Avaya (News - Alert) Customer Gallery with Interval International. The Avaya Customer Gallery is designed to be a customer reference program and as a result, showcases Avaya customers from all over the world. The purpose is to help Avaya Business Partners to better understand the key benefits of the Avaya products, solutions and services.

Interval International has led the vacation ownership industry for more than 26 years. Offering innovative products and high levels of quality, service and value, Interval International is also supported by a global network of more than 2,000 resorts in 75 countries.

Headquartered in Miami, Florida, Interval serves its developer clients and 1.8 million members through 27 offices in 18 countries and employs roughly 1,700 people throughout the world. Interval International is a division of USA Interactive.

Providing business continuity was one challenge for the UTDi Design team. Interval lost all communications during Hurricane Wilma and as a result, took the necessary steps to ensure it would never happen again.

UTDi also provides cost advantages for Interval. The company took advantage of new licensing arrangements and cost efficient maintenance to lower the overall operating costs.

One Avaya customer in particular has one of the largest call centers in South Florida, with 700 agents. At their main site, the customer is running Avaya Communication Manager 3.0 on the Avaya S8710 Media Server. At the second site, the customer has Avaya Communication Manager 3.0 on the Avaya S8710 Media Server running in Enterprise Survivable Remote.

To ensure secure back up reporting, the customer uses Avaya Call Management R13 in High Availability in dual locations. Best Services Routing handles sending the calls to the multiple contact centers. To address messaging needs, the customer operates more than 800 mail boxes on Avaya Modular Messaging 2.0 using Avaya Message Store. Interval also uses Nice Call Recording to capture voice and data to enhance agent productivity.

For an additional customer in the UK, Avaya Communication Manager 3.0 running on an Avaya S8710 Media Server supports 200 agents. Reporting support is provided by Avaya Call Management System R13. The site is connected to the main site via IP in order to provide world wide customer service and expand their “follow-the-sun” coverage.

Applications and services that Interval International now employs include: Avaya Communications Manager 3.0, Avaya S8700 Media Server, Enterprise Survivable Remote, Avaya Call Management R13 High Availability, Best Services Routing, Avaya S8500 Media Server, Avaya G650 Media Gateway, Modular Messaging 2.0, and Nice Call Recording.

Avaya has established a strong presence in the contact center industry as the company has a keen understanding of the challenges that centers face everyday. The company has focused its development efforts on solutions that address these challenges and turn them into opportunities to improve efficiency and help drive revenues for the company.

UTDi and its work with Avaya is extending beyond traditional borders with its placement in the Avaya Customer Gallery. Such exposure will help the company to extend its brand and better its positioning by its association with the Avaya name, thus helping to generate greater demand for its solutions.

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Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.

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