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Avaya Intelligent Communications Improve Patient Access to Services at 26 U.S. Air Force Hospitals


June 14, 2006

BASKING RIDGE, N.J. – Navigating the U.S. Air Force military healthcare system is getting easier for active and retired personnel with intelligent communications solutions from Avaya (NYSE: AV) that are dramatically reducing the length of time to arrange for and coordinate patient services. The Avaya solution, implemented in 26 Air Force hospitals around the globe through the Telecommunications Modernization (TELMOD) initiative - a program to improve access to care for military personnel - is helping patients reach the right person, schedule an appointment or test and receive critical care with welcome simplicity. Avaya is a leading global provider of business communications applications, systems and services.

Each hospital averages approximately 10,000 calls per month for patient services, with each caller now averaging less than three minutes before reaching a healthcare staffer – a marked decrease from the 20 to 30 minutes experienced previously. Reducing that time has significant impact on the caller’s satisfaction, as well as resource management and costs.

The new system provides routing and reporting tools to help better balance calls among the staff, which – in turn – can be scheduled more efficiently to match higher-volume calling times. From the Avaya MultiVantage™ Communications portfolio, Avaya Communication Manager IP telephony software serves as the core of the new communication network at each site. To manage patient call routing, Avaya Customer Interaction Suite of contact center software allows each hospital to automatically distribute incoming calls based on preset parameters. As a result, callers are more quickly and efficiently connected to the department they need. Avaya Call Management System software provides each facility with the reports and management tools needed to monitor and analyze contact center performance, showing where improvements are needed and where to take fast effective action.

The TELMOD program emphasizes the use of standards-based communication solutions that have the security features and interoperability required for integration with critical Air Force voice and data networks. In addition to being based on open standards, the Avaya solution designed for TELMOD is ’security hardened’ and approved for connectivity to the U.S. Air Force voice and data network by the Joint Interoperability Test Command (JITC). It is sold to base hospitals through authorized Avaya BusinessPartners, including Xeta Techologies, Cross Telecom and RSIS Inc..

The 26 hospital contact centers deployed or in the process to date include:

• Andrews Air Force Base, Md.
• Altus Air Force Base, Oklahoma
• Charleston Air Force Base, S.C.
• Dover Air Force Base, Del.
• Edwards Air Force Base, Calif.
• Good Fellow Air Force Base, Texas
• Grand Forks Air Force Base, N.D.
• Keesler Air Force Base, Miss.
• Lajes Field, Portugal
• Langley Air Force Base, Va.
• Laughlin Air Force Base, Texas
• Los Angeles Air Force Base, Calif.
• Luke Air Force Base, Ariz.
• Malmstrom Air Force Base, Mont.
• Maxwell Air Force Base, Ala.
• McChord Air Force Base, Wash.
• McConnell Air Force Base, Kan.
• McGuire Air Force Base, N.J.
• Mountain Home Air Force Base, Idaho
• Offutt Air Force Base, Neb.
• Patrick Air Force Base, Fla.
• Pope Air Force Base, N.C.
• RAF Lakenheath, U.K.
• Scott Air Force Base, Ill.
• Travis Air Force Base, Calif.
• U.S. Air Force Academy, Colo.

Avaya is a global leader in call centers with a No. 1 market share in North America, Latin America, Europe and Asia Pacific.(1) In addition, the company was recently rated in the Leaders Quadrant of a 2006 contact center infrastructure report by Gartner, a leading market research firm.(2)

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website:

About the FIFA World Cup and Avaya
As the Official Convergence Communication provider for the 2006 FIFA World Cup™, Avaya is providing a champion communications network infrastructure for the World’s largest sporting event. The converged network – that combines voice and data on the same infrastructure – will connect the 12 FIFA World Cup stadiums, the media centers in all stadiums and the FIFA headquarters in Berlin. Players, coaches, volunteers and fans alike will benefit from the Avaya network that will be instrumental in player and journalist accreditation, results reporting, material tracking, accommodation confirmations, transportation, and ticketing, among other critical functions. With an estimated 45,000 network connections, 30,000 network devices and over 15 terabytes (or 15,000,000,000 bytes) of data, it is the largest converged communication network ever built for a sporting event.

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1 Sources: Gartner Group, 2004 Preliminary Market Statistics: Call Centers, North America, March 2005; Frost & Sullivan, Latin America Contact Center Solutions, 2004; Gartner Group, Contact Centers, Western Europe, 2004 (Preliminary), February 2005; Frost & Sullivan, Asia Pacific Interaction CRM Markets, 2004, June 2005.

2 Gartner Magic Quadrant for Contact Center Infrastructure, North America, 2006, by Bern Elliot and Drew Kraus.


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