ACCESS MEDIQUIP IMPLEMENTS STATE OF THE ART CALL CENTER SOLUTION.

HOUSTON, TEXAS, AUGUST 24, 2007 -- Access MediQuip, the largest and most experienced national provider of outsourced medical implantable device management solutions to the healthcare industry, has recently implemented a complete, state-of-the-art call center solution.

With a growing, nationwide business, Access MediQuip required a stable, reliable, and flexible business communications platform to meet customer needs. To meet this goal, Access MediQuip selected solutions from two leaders in the call center industry, Avaya and Verint. TriNET Systems, an Avaya Platinum Business Partner, was instrumental in coordinating the successful implementation.

Access MediQuip implemented Avaya Communication Manager 3.1 running on the Avaya S8500 Server and an Avaya G650 Media Gateway as the core telephony system. Avaya's call center solution for mid-market companies, Customer Interaction Express (CIE), provides skills-based routing functionality to handle customer calls. CIE also offers call reporting capability, allowing Access MediQuip to proactively monitor call trends. The Access MediQuip sales force uses Avaya Extension to Cellular and IP Softphone, allowing them to work remotely with the same functionality available to them in the Houston headquarters. All voice messages are integrated with Microsoft Exchange using Avaya Modular Messaging 2.0. The Verint Audiolog call retrieval system is another key component of Access MediQuip's call center solution.

The impact of the new call center solution is remarkable. Incoming calls are now successfully routed to the intended person without operator assistance 50% more frequently than before the installation, leading to higher caller satisfaction. Access MediQuip also monitors productivity indicators available through the reporting module, which has influenced business process decisions. The success of the Access MediQuip call center solution is now showcased in the Avaya Customer Gallery.

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