Avaya IP telephony system selected by Essex Medical and Forensic Services

Corporate IT Update, Dec 13, 2006

CORPORATE IT UPDATE-(C)1995-2006 M2 COMMUNICATIONS LTD

Essex Medical and Forensic Services Ltd (EMFS), a company providing medical and clinical forensic services to UK police, has installed an IP telephony system from Avaya (NYSE:AV), a provider of business communications applications, systems and services, at its headquarters in Shalford, Essex, UK.

According to the company, Avaya IP Office, which was installed for EMFS by Avaya BusinessPartner Mayflower PLC, is a secure and easy-to use converged voice and data system for small and medium businesses. IP Office reportedly works as a traditional phone system and an IP telephony server, features built-in contact centre and communications software, and supports both single locations and multisite networks.

EMFS said it has improved the service it delivers by integrating Avaya IP Office with a Microsoft Dynamics CRM application used to manage the company's customer database.Each police station is given its own phone number to dial for assistance, which helps employees identify who is calling, and the same numbers also trigger automatic screen pops from the Microsoft Dynamics CRM application, providing agents with necessary data.

In addition, members of the company's medical team call into the IP Office voicemail system to record the time they arrive for an appointment and the time they leave to document performance.As all incoming calls and response times are logged by IP Office, EMFS can easily generate the reports it needs to document compliance with customer contracts, the company claims.

No financial details were disclosed.

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