Contact Information: Media Relations: Jonathan Varman 908-953-6432 jvarman@avaya.com
Northwest Eye Surgeons Improves Patient Care and Customer Service With New Avaya IP Office Solution
Premier Eye Surgical Center Implements Avaya Small Business Communications Solution to Enhance Customer Experiences and Keep Doctors Connected
| Source: Avaya Inc.
BASKING RIDGE, NJ--(Marketwire - September 21, 2009) - Northwest Eye Surgeons, a premier eye
surgical center headquartered in Seattle, selected Avaya's new small business
IP communications solution -- Avaya IP Office Release 5 -- to improve the
quality of their patient care and customer service.
Using Avaya's latest solution, Northwest Eye Surgeons gains access to a
host of new communications capabilities that significantly boost employee
responsiveness to both patients and colleagues. Advanced call routing lets
the organization's doctors and administrative executives collaborate more
efficiently with each other among six locations, including mission-critical
surgical centers. Additionally, advanced resiliency features enable the
organization to remain in operation 24/7, even during unexpected network
disruptions. This helps keep surgeons and business managers accessible to
callers at all times, keeping patient care running smoothly.
Northwest Eye Surgeons' staff includes 15 doctors that often travel between
each of the organization's multiple buildings. To keep all of them prepared
and seamlessly connected, the organization turned to an Avaya
communications system that could match the sophisticated technology and
mobility expectations associated with a top-tier medical outfit delivering
round-the-clock patient care.
Before the company implemented Avaya IP Office, calls from doctors were
mixed in with calls from patients, administrative staff and any other calls
that came into the center. Now, with Avaya's call routing system in place,
essential calls from doctors are expedited to other doctors and
administrators so that emergencies and urgent requests are attended to more
efficiently. With Avaya's help, Northwest Eye Surgeons overcame the
complexity of connecting many doctors across many locations, enabling
callers to reach the right doctors, and helping ensure that incoming calls
flow easily between clinics.
Avaya IP Office's new resiliency features give Northwest Eye Surgeons a
host of new business continuity benefits. A network outage could spell
disaster for an organization with the responsibilities of a clinic and
surgical center. For small businesses with multiple sites, Avaya IP Office
Release 5 introduces new business continuity capabilities that use servers
at alternate sites to keep an IP communications network -- including phones
and voicemail -- operating in the event of an outage. If an outage occurs
at a site, the system can now automatically re-register to another site's
IP Office, eliminating the need to have two systems on a single site solely
for continuity purposes. This allows companies such as Northwest Eye
Surgeons to have a highly effective business continuity plan in place,
without the extra hardware and labor costs.
"Avaya IP Office Release 5 helps our doctors get their questions answered
quickly and efficiently anytime -- from any of our locations. It provides
big company capabilities to our small business, and that new sophistication
is helping us increase the quality of our care," said Liz Crane, IT manager
of Northwest Eye Surgeons. "The advanced features of Avaya IP Office
Release 5 help us reach and stay connected with each other and our patients
to ensure quality care remains front and center."
Other Avaya IP Office capabilities used by Northwest Eye Surgeons include
new "hot desking" capabilities, which allow their executives to move to any
of the organizations' six locations and simply log into another deskphone
to access their personal calls, voicemail, speed-dials and contacts. A hot
desking employee can transparently receive customer calls while at the new
location, just as if he was in his office.
"We often have employees traveling to other satellite offices, and IP
Office's hot desking capability really delivers a higher degree of
convenience and flexibility," added Crane. "It's a very important feature
for our more mobile executives and another example of how Avaya IP Office
enables small companies like us to gain big business communications -- but
do so in an affordable way. We are a growing company, but we do not want
our costs to grow with us."
The Avaya IP Office implementation was delivered by Cerium Networks, a
member of the Avaya BusinessPartner program.
About Avaya
Avaya is a global leader in enterprise
communications systems. The company provides unified communications, contact centers, and related services directly and through its
channel partners to leading businesses and organizations around the world.
Enterprises of all sizes depend on Avaya for state-of-the-art
communications that improve efficiency, collaboration, customer service and
competitiveness. For more information please visit www.avaya.com.