Carousel Industries Deploys Avaya Contact Center Solution

 Carousel Industries, a leader in data networking and converged communications, today announced it has successfully deployed a national contact center project with Kaman Industrial Technologies Corp. a leading distributor of industrial parts that operates more than 200 customer service centers in the continental U.S, Hawaii , Puerto Rico and. Canada .

Kaman's offices and distribution centers are scattered throughout North America , providing best-in-class products and services to their clients. However prior to the project, the geographically disperse offices were detached from a cohesive voice communications infrastructure. If a branch received a call from a customer and the best person to take the call was in another location, a separate call to that expert would be needed followed by a call back to the customer. Additionally, while peak incoming call hours, clients could potentially be put on hold or unable to place an order quickly.

Avaya Communication Manager solution

One Step Ahead with Avaya Communication ManagerUsing an Avaya Communication Manager solution, Carousel was able to integrate Kaman's offices at the same time on a single, IP-based telecommunications infrastructure. Carousel and Kaman worked at the same time to replace over 200 different telephone system technologies in order to leverage VoIP (Voice over Internet Protocol) over MPLS and gain the benefits of a centralized, IP-centric UC solution from Avaya.

"The challenge in tying all of these disparate locations at the same time under a UC infrastructure was solved through a combination of software, network services and Avaya hardware," said Alex Pilpel , account executive, Carousel Industries. "All of the remote offices are now connected back to Kaman's data center at their headquarters in Connecticut , and calls can be routed from one office to another. While peak times for individual offices, calls can be automatically directed to an office receiving a smaller volume of calls, improving customer service."

Using Avaya Communication Manager 5.2 with CMS R16, Kaman has as well increased its productivity. Customer calls are now more easily directed to the appropriate expert, and Kaman as well receives crucial intelligence on the number of inbound and outbound calls, how long each person spends on a call, and if clients ever have to wait.

The country

"We have close to 900 people answering phones across the country, and the solution developed with Carousel enables us to dynamically and automatically adapt to changing volume conditions in each branch during also making our agents better equipped to give the highest standards of customer service," said John Walshaw , manager, corporate telecommunications at Kaman Corp.

Ensuring Multi-Regional Business ContinuityThe contact center solution as well ensures business continuity in case of disaster or inclement weather. In case of office closures, the contact center system redirects calls to the at once regional office established through a hierarchy.

To ensure business continuity, Kaman has a highly redundant infrastructure, and it continues to extend the infrastructure with additional levels of functionality and redundancy. In deploying the Avaya unified contact center solution, Kaman was as well able to implement redundant, centralized SIP trunking providing phone services to any geography and eliminating traditional local phone services.

The innovative use of information innovation

In recognition of the innovative use of information innovation, Kaman was awarded a place on the 2011 InformationWeek 500 as a top research innovator for the contact center solution and enhancement of operational efficiencies, productivity and customer service.

About CarouselCarousel Industries designs, delivers and supports innovation solutions that become the foundation of our customers' businesses. This includes unified communications, virtualization, Voice over IP, video conferencing and collaboration and data infrastructure solutions. Since Carousel was founded in 1992 we've grown an average of 30% - 50% per year with estimated 2011 earnings of in broad outline $300 million . Today we have over 5,000 clients, including 35 of the Fortune 100. Carousel has been recognized by both VAR and CRN Magazines as one of the top research integrators in the US and we've been listed in the Inc. 500/5000 six times.