Unified Communications Featured Article

Avaya Signs Major Agreement with DHA for UC

June 14, 2016

Avaya Government Solutions, a division of Avaya that creates software for all manner of local, regional, and national government agencies, announced this week that it has secured a major contract with the U.S. Army, Navy, and Air Force to help their medical units be better prepared for war- and peace-time emergencies.

Avaya’s government division spoke with the Defense Health Agency (DHA) in order to secure this contract. The DHA works for the various U.S. armed forces and supports their efforts by making sure that all medical situations see enough medical personnel and are run smoothly. Avaya’s involvement underscores the importance of the DHA’s communications in contact centers and headquarters to keep all necessary individuals informed about ongoing Army, Navy, and Air Force activities. Based on an initial assessment, the DHA expects to reduce its operational expenditures by as much as 30 percent, a figure that Mack Wyche, the head of the group’s telecommunications branch, shows how the switch to Avaya will pay for itself.

“Avaya Government Solutions provided us with a strong analysis of our current environment and was able to quickly demonstrate savings on day one in our contact center infrastructure,” Wyche said. “Thanks to Avaya Government Solutions, we can now more efficiently serve our soldiers while the savings more than pay for the investment. We look forward to implementation of the Avaya solution and to their continued support.”

The manner in which Avaya addressed the situation was to look at the DHA through the lens of Lean Six Sigma, a method of management and business operation that seeks to lower costs by eliminating waste. It has been featured in webinars noted in the pages of TMC and shown as effective tool in the quest for return on product investment. In part, it relies on the information generated in software that can track the type of work and expenditures that occur in various parts of a business.

At DHS, Six Sigma could gather such data from its new contact center software and the tools that help it migrate to SIP connections at its headquarters.

Avaya sought to determine the way in which DHS previously did business and then help it identify ways in which new methods of operations could help drive down costs. The biggest manner in which DHS can change appears to be in its call centers where it will now have the ability to use unified communications to address clients and internal business affairs with voice, video, Web chat, and other means of discourse.

Both the internal- and external-facing elements of DHS’s new methods of operation should show marked improvement. Organization heads and employees will have the means to speak to one another in a more streamlined fashion and will find direct links between departments and locations. Furthermore, those clients in need of services should see improvements in the ways they can reach DHS officials.

Edited by Maurice Nagle

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