Contact Information: Avaya Media Relations: Contact: Jonathan Varman 908-953-6432 jvarman@avaya.com
Avaya Appoints Bob Lyons to Lead Contact Center Division
New General Manager and Vice President of Customer Service Applications to Focus on Helping Companies Turn Customer Service Into a Competitive Asset
| Source: Avaya Inc.
BASKING RIDGE, NJ--(Marketwire - June 17, 2008) - Avaya, a leading global provider of
business communications applications, systems and services, today announced
it has appointed Bob Lyons to lead the company's global contact center organization. As
general manager and vice president of Avaya's customer service applications
division, Lyons will oversee a business that plays a central role in
driving customer service for thousands of companies around the world.
Lyons joins Avaya from Convergys, a global leader in relationship
management that provides customer service outsourcing, where he first
served as CIO and then increased his responsibilities to oversee operations
for the company. Prior to joining Convergys, he was the vice president of
enterprise operations and technology at United Health Group, a managed
healthcare company.
Lyons was also executive vice president and CIO at Telespectrum, a call
center customer services organization, and has been a software entrepreneur
and consultant.
Lyons believes that customer satisfaction is a profit-driving asset that
can help differentiate companies in a highly competitive business
environment. To help companies tap the full potential of customer service,
he will focus on leading Avaya to deliver a new generation of contact
center solutions that integrate advanced communications technologies,
including the 'always on' capabilities of Avaya's unified communications
portfolio.
"Avaya is uniquely positioned to help companies gain the full benefits of
their contact centers," said Lyons. "By building on its strong heritage in
Internet protocol (IP) telephony, unified communications and contact
centers -- and by introducing new technologies and analytics into customer
service -- Avaya has an opportunity to help companies raise consumer
satisfaction and sales penetration to new levels, in the most
cost-efficient way."
Avaya's contact center division offers a broad IP-based portfolio of
customer service software and systems that includes solutions for contact
management, outbound communications, self service, intelligent routing, and
computer telephony, as well as Session Initiation Protocol (SIP)-based
solutions and multimedia applications.
Lyons received a B.A. in management at Moravian College in Bethlehem, PA,
and has a Masters degree in Technology and Management from Rensselaer
Polytechnic Institute.
About Avaya
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500®, use Avaya solutions for IP Telephony, Unified Communications,
Contact Centers and Communications-Enabled Business Processes. Avaya Global
Services provides comprehensive service and support for companies, small to
large.
For more information visit the Avaya Web site: http://www.avaya.com.