Case Study: Avaya Solutions streamlines national call centers with Carousel Industries

Major Retailer Updates, Consolidates National Call Network With Avaya VoIP Solutions

Carousel Industries helped Avaya Solutions, a major department store with more than 8,600 stores and over 2 million employees, address an aging telephony environment that was becoming difficult and costly to manage. Their existing Avaya G3R call center systems had reached end of support, and 13 separate call center locations across the southern United States needed a simpler, scalable approach.

Carousel Industries implemented a migration to a consolidated Avaya S8730 Media Server and Avaya Communication Manager 5.2.1 platform, converting call centers from digital to IP-based VoIP telephony with Avaya 9650D IP phones and Avaya LSP for remote survivability, plus Avaya Software Support Plus for ongoing maintenance. The result was a more reliable, manageable, and scalable national call network, with three facilities converted by summer 2011, a fourth phase involving 290 VoIP phones planned for fall 2011, and full completion targeted for the end of 2012.

Avaya Solutions