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Avaya’s Around-the-Clock, Remote Monitoring and Maintenance Helps Global Agribusiness Company J. R. Simplot Avoid Costly Network Outages


Patented tools detect and resolve problems remotely; Avaya and BusinessPartner NACR provide global coverage

22-Aug-2006 - BASKING RIDGE, N.J. – As a growing agribusiness with branch offices and manufacturing plants that span the globe, the J.R. Simplot Company considers the communication network linking employees, customers and vendors one of its most critical corporate resources. Loss of communications could mean loss of revenue, and most certainly, decreased productivity.

With only two full-time and one half-time employee supporting communications for more than 10,000 employees, the J.R. Simplot Company relies on Avaya Global Services to proactively detect and resolve issues that could affect its business operations. Avaya Inc. (NYSE:AV) is a leading global provider of business communications applications, systems and services.

Simplot’s network extends from its headquarters in Boise, Idaho to 25 major manufacturing and processing locations linked by Avaya Communication Manager, media servers and gateways. Avaya Global Services watches over Simplot’s network around the clock using patented Avaya EXPERT SystemsSM Diagnostic Tools, proactively detecting and resolving issues - often without the knowledge of the Simplot team - before they escalate. In fact, as long as Simplot has relied on Avaya Global Services, the company has never experienced a major outage and has not had to call for onsite support.

“It is good to know that our systems are being watched over 24x7 and that the majority of problems are resolved before I even know about them,” said Shana Savell, manager of voice technologies for the J.R. Simplot Company. “Having our systems covered allows me to rest easier. I’m not called at 2 a.m. in the morning to address problems, and we’ve avoided major alarms or outages. I can even take a vacation now without having to take a laptop along.”

The Avaya Global Services has launched a new Global Command Center model to help customers like the J.R. Simplot Company have continuous network availability, quality service and confidence in their communications systems and applications. In addition to Avaya EXPERT Systems, a single, integrated ticketing system guides customer requirements to the appropriately skilled technical personnel for fast, consistent care and service for global customers. Technical personnel hold a broad range of industry certifications from multiple vendors. Follow-the-sun monitoring ensures any size customer in any geographic region has highly skilled, ‘round-the-clock, in-language support.

Avaya EXPERT Systems are unique in the industry. Using a database of more than 30,000 artificial intelligence algorithms, they detect and resolve more than 600,000 trouble alarms for Avaya customers each year – 98% of them without a technician’s intervention. Avaya EXPERT Systems also proactively measure trunk and processor capacity, check for toll fraud, software and hardware upgrades, identify password lapses and highlight chronic issues that need resolution.

Avaya statistics show that companies experience 73% fewer outages when their networks are remotely monitored, and as a result, save millions of dollars a year in revenues that otherwise would have been lost. Simplot and other Avaya maintenance customers receive a comprehensive EXPERT View, ’While You Were Sleeping,’ report that details the activity and estimates the revenue that would have been lost if network problems had been allowed to escalate.

“The report gives me a consolidated view of the value our company receives from our Avaya maintenance contract,” Savell said. “Many times you don’t think about maintenance until you’ve had a major failure. But with the EXPERT View report, you can evaluate your maintenance investment against the number of alarms, incidences and actual dispatches.”

In addition to major branch offices and manufacturing plants, Simplot has hundreds of small offices worldwide – each with a stand-alone communications system. With help from Avaya Global Services and NACR, Avaya’s largest global BusinessPartner, Simplot provides these small sites with a single point of contact for systems administration, onsite service, upgrades and deployment of new systems. As a result, Savell says she has been able to grow the company’s network without having to build a large internal technical team.

Simplot’s network is backed not only by Avaya EXPERT Systems, but also by more than 9,000 Avaya Global Services experts and 27 network operations and technical support centers located strategically around the globe.

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 NACR
Headquartered in Eagan, Minn., NACR is an Avaya “Diamond Platinum” BusinessPartner with more than 230 employees at 55 locations across the country. One of Avaya’s largest and most successful dealers worldwide, NACR provides communications solutions throughout the United States, from design and implementation to service and support. The company represents the entire line of Avaya products.


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