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			6 Steps to Take Before Hurricane Harvey Hits Your Communications | Avaya Blog		</title>

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		                    <h1 class="post-title">
		                        Be Ready! Six Steps to Take Before a Natural Disaster Hits Your Communications		                    </h1>
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		                                Joey Fister		                            </a>
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		                            August 25, 2017		                        </span>
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			                        <div class="as-icon-bar as-share"  data-url="https://www.avaya.com/blogs/archives/2017/08/ready-six-steps-take-natural-disaster-hits-communications.html" data-caption="Be Ready! Six Steps to Take Before a Natural Disaster Hits Your Communications" data-description="In what’s shaping up to be an unprecedented hurricane season for the U.S., Avaya wants&hellip;" data-image="https://www.avaya.com/blogs/wp-content/uploads/2017/08/blog-be-ready-six-steps-to-take-before-hurricane-harvey-hits-your-communications-840x420.jpg"><a class="as-sharing-icon facebook"><i class="fa fa-facebook"></i></a><a class="as-sharing-icon twitter"><i class="fa fa-twitter"></i></a><a class="as-sharing-icon linkedin"><i class="fa fa-linkedin"></i></a><a class="as-sharing-icon email" href="mailto:?subject=Be%20Ready%21%20Six%20Steps%20to%20Take%20Before%20a%20Natural%20Disaster%20Hits%20Your%20Communications&#038;body=Article: https%3A%2F%2Fwww.avaya.com%2Fblogs%2Farchives%2F2017%2F08%2Fready-six-steps-take-natural-disaster-hits-communications.html"><i class="fa fa-envelope"></i></a></div>
<p>In what’s shaping up to be an unprecedented hurricane season for the U.S., Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations. Particularly invaluable are battle-tested IT experts who can help rebuild and stabilize communications when disaster strikes. Avaya can engage in a proactive support dialogue to help you avoid complexity from the outset.</p>
<h2>Before the Storm</h2>
<p>Hurricanes like Harvey and Irma can be catastrophic to businesses. In 2012, Superstorm Sandy caused $65 billion in damage in the U.S., making it the second-costliest weather disaster in American history behind only Hurricane Katrina, according to the National Oceanic and Atmospheric Administration (NOAA). During the storm, 8,204,220 Americans and thousands of businesses lost power.</p>
<p>No matter the weather (and because the average cost of downtime is $2,700 per minute), it is best to avoid outages by knowing what is most likely to cause communication system outages. According to the research report <a href="https://www.avaya.com/usa/registration/the-essential-guide-to-avoiding-network-outages/">The Essential Guide to Avoiding Networking Outages</a>, power outages are the leading cause of communications outages. This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed. The top five causes of outages are:</p>
<ul style="margin-left:20px;list-style-type:disc;">
<li>Power outages – 74%</li>
<li>Lack of routine maintenance – 73%</li>
<li>Software bug – 69%</li>
<li>Hardware failure – 39%</li>
<li>Network issue – 35%</li>
</ul>
<p>The analysis shows that outages can be avoided by using industry-leading outage prevention practices. Leveraging resources now and on an ongoing basis to determine if facilities can meet power demands and ward off problems is essential. Also, make sure to:</p>
<ul style="margin-left:20px;list-style-type:disc;">
<li>Schedule maintenance of systems to avoid what is the high percentage of remediable outages (73%) attributed to poor maintenance and underutilized upkeep.</li>
<li>Watch for telltale signs from equipment that a problem is approaching. Proactive health checks, disciplined system monitoring, and observed maintenance schedules can aid in hearing the signal, helping improve the reliability of communications assets.</li>
<li>Upgrade equipment approaching end of manufacturing support (EoMS), avoiding the fallout from the over-sweating of assets.</li>
<li>Verify system redundancy, system health checks, and failover strategies for critical systems.</li>
<li>Patch whenever possible to eliminate software bugs or software-related outages. Some choose to let others occupy the upgrade frontlines and endure potential rollout hiccups, then follow along at a safe interval. This strategy breaks down disastrously when an organization suffers an outage that would have been avoided with a fix that it voluntarily chose to postpone.</li>
<li>Draw a network diagram to isolate an outage, speed resolution by illustrating the relationships among pieces of equipment, and isolate that outage!</li>
</ul>
<p>As a hurricane or other natural disaster approaches, try not to depend on local team members who could be facing challenges of their own at home. Instead, move team members to locations where they can work with clients. When assembling a team, pull from across the organization and leverage readouts at defined intervals.</p>
<h2>Pre-Event Checklist</h2>
<p>Follow these six steps to prepare before a hurricane—or other disasters—strike:</p>
<ol style="margin-left:20px;list-style-type:decimal;">
<li>Save translations before an emergency event impacts the site. This will help ensure that recent changes are not lost and speed restoration in the advent of damage to the system.</li>
<li>Review safety procedures with all employees prior to the emergency event, if possible, and make certain to have an updated contact list to keep in touch.</li>
<li>Secure back-up media so that translations won&#8217;t be lost or damaged, thereby delaying restoration of your service. Take a copy of back-ups and any other information off site.</li>
<li>Print and store a current list configuration of key solutions. If a new system is necessary, this simple precaution will save time in starting the process.</li>
<li>Consider powering your system down before the emergency event impacts the site. Electrical power surges both before and after an emergency event can pose the greatest threat to your system.</li>
<li>Contemplate moving switch/applications if the site is located in an area that may be exposed to damage from the emergency.</li>
</ol>
<p>Taking the above actions can limit risk and help ensure your communications systems make it through a challenging, tough time. Learn more at our <a href="https://support.avaya.com/helpcenter/getGenericDetails?detailId=C2009219141649744058">Help Center</a>. And if you do have an outage on your Avaya equipment, report it at <a href="https://support.avaya.com/">Support.Avaya.com</a>. Or call 800-242-2121.</p>
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		            <h2>Related Articles:</h2>		                <article>
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		                    <h1 class="post-title">
		                        The Easy Button for IoT		                    </h1>
		                    <div class="post-info">
		                        <span class="post-author-name">
		                            <a href="https://www.avaya.com/blogs/archives/author/andrew_prokop">
		                                Andrew Prokop		                            </a>
		                        </span>
		                        |
		                        <span class="post-date">
		                            February 9, 2018		                        </span>
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			                        <div class="as-icon-bar as-share"  data-url="https://www.avaya.com/blogs/archives/2018/02/easy-button-iot.html" data-caption="The Easy Button for IoT" data-description="I am sure that I don’t have to tell you how the Internet of Things&hellip;" data-image="https://www.avaya.com/blogs/wp-content/uploads/2018/02/blog-180208-840x420.jpg"><a class="as-sharing-icon facebook"><i class="fa fa-facebook"></i></a><a class="as-sharing-icon twitter"><i class="fa fa-twitter"></i></a><a class="as-sharing-icon linkedin"><i class="fa fa-linkedin"></i></a><a class="as-sharing-icon email" href="mailto:?subject=The%20Easy%20Button%20for%20IoT&#038;body=Article: https%3A%2F%2Fwww.avaya.com%2Fblogs%2Farchives%2F2018%2F02%2Feasy-button-iot.html"><i class="fa fa-envelope"></i></a></div>
<p>I am sure that I don’t have to tell you how the Internet of Things (IoT) is revolutionizing our world. Stop by any electronics retailer and you will find smart TVs, smart lights, smart refrigerators, and smart thermostats. Open up the brochure for a new car and you will find more space dedicated to intelligent sensors than horsepower. Tour a modern manufacturing plant and you will quickly discover that nearly every machine used in production has been equipped with an IP address. From the consumer to the enterprise, <a href="https://www.avaya.com/blogs/archives/tag/internet-of-things">IoT</a> is the driving force of innovation.</p>
<p>Of course, there is a dark side to this revolutionary technology: It’s not all that easy. As a consumer, it’s not a big deal to have one smart dryer that sends a text message when your clothes are dry. It’s also pretty simple to have your refrigerator email you a photo of its contents. In these cases, it’s just you and your machine.</p>
<p>However, what if you had a thousand dryers and ten thousand refrigerators. Let’s take it further. What if you were American Airlines and your fleet of airplanes had five hundred thousand different sensors reporting information every second. Now, imagine that some devices reported data using Bluetooth while others used Zigbee, WiMAX, LTE, WiFi, and NFC. Want to make it even more challenging? These different sensors report data reading using SOAP, REST, WebSockets, and a myriad of proprietary protocols. It quickly becomes an engineering nightmare to collect, store, and take the appropriate actions on this constant stream of data.</p>
<h2>One Bite at a Time</h2>
<p>Question. How do you eat an elephant? Answer. One bite at a time.</p>
<p>As with an elephant, the best way to conquer the IoT problem is to break it down into bite-sized pieces. Instead of trying to directly deal with all those different sensors and their unique forms of communication, have those sensors talk to gateways that understand multiple IoT dialects. Those gateways could then normalize the data before sending it off to a central cloud repository. Next, wrap the IoT cloud with web services that allow for a consistent and uniform way to access IoT data. Finally, use those web services to create a suite of applications for data visualization, event processing, analytics, etc.</p>
<p>Now, instead of being inundated with terabytes of data that may or may not be important, you only see what you need to see and only when you need to see it. You also have a scalable platform that allows you to add new sensors without having to constantly redesign and redeploy your business applications.</p>
<p>At <a href="https://www.avaya.com/en/partners/artificial-intelligence/arrowsystemsintegration/">Arrow Systems Integration (ASI),</a> an Avaya A.I.Connect partner, we call this distributed architecture of sensors, gateways, and cloud services Arrow Connect™.</p>
<h2>Arrow Connect</h2>
<p>Arrow Connect is a software architecture that connects any device over any protocol to any cloud. Designed and developed by Arrow with security, scale, flexibility, device management, multi-tenancy, hierarchy, open APIs, and extensibility as its core principles, Arrow Connect is helping customers across multiple industries bring their products to market faster.</p>
<p>The Arrow Connect software development kit (SDK) helps enterprises leverage the full capabilities of any device while an extensible software gateway allows developers to add support for protocols and sensors not currently supported by Arrow Connect.</p>
<p>The Arrow Connect cloud platform enables secure provisioning and management of all its devices. It runs on multiple public cloud platforms and seamlessly integrates with Microsoft Azure, IBM Watson Bluemix/Softlayer, Amazon Web Services, and private data center solutions.</p>
<h2>Breeze and Zang Workflows</h2>
<p>While support for RESTful web services is essential to being an open and secure cloud solution, this comes with a price and that price is complexity. Despite being an open standard understood by most software developers, the fact that you must be a developer to use web services confines them to a very select group of people.</p>
<p>In our quest to find every possible way to simplify IoT, ASI has partnered with Avaya to add support for Arrow Connect IoT devices, sensors, and gateways into <a href="https://www.avaya.com/en/product/avaya-breeze/">Avaya Breeze</a> and the <a href="https://zang.io/products/cloud/workflow">Zang Workflow Designer</a>. With both of these platforms, access to IoT data and Arrow Connect services becomes as simple as drag and drop and non-developers can create powerful IoT solutions in a matter of minutes. Better still, this simplification does not come at the cost of accuracy, reliability, speed, security, or scalability. The visual tasks embedded in these workflow tools employ the same Arrow Connect web services a skilled software developer would use. The difference is that there is no need to learn Java, .Net, Python, or any other programming language.</p>
<p>&nbsp;</p>
<p><img class="alignnone size-full wp-image-11848" src="http://www.avaya.com/blogs/wp-content/uploads/2018/02/blog-180208-embed-img.png" alt="The Easy Button for IoT" width="1240" height="530"></p>
<p>With integrated workflow technology, you can quickly turn an idea on a whiteboard into a fully functional and easily deployable solution.</p>
<h2>Next Steps</h2>
<p>McKinsey recently said that “Any business that fails to invest heavily in the IoT in the next 10 years is unlikely to be able to remain competitive.” While these may seem like strong words, industry after industry has taken them to heart and the IoT revolution is everywhere. As I stated at the beginning of this article, IoT is becoming pervasive for both consumers and businesses.</p>
<p>The simplification, scalability, and security of IoT offered by Avaya and Arrow Systems Integration helps an enterprise to create the solutions it needs to enhance its business, grow its customer base, and stay competitive.</p>
<p><em>Andrew Prokop is the Director of Emerging Technologies</em> <em>at </em><a href="http://www.arrowsi.com/"><em>Arrow Systems Integration</em></a><em>. Andrew is an active blogger and his widely-read blog, SIP Adventures, discusses every imaginable topic in the world of unified communications. Follow Andrew on Twitter at </em><a href="https://twitter.com/ajprokop"><em>@ajprokop</em></a><em>, and read his blog, </em><a href="https://andrewjprokop.wordpress.com/"><em>SIP Adventures.</em></a></p>
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		                    <h1 class="post-title">
		                        News &#038; Solutions at ENGAGE 2018 Show Avaya is Back in the Fight!		                    </h1>
		                    <div class="post-info">
		                        <span class="post-author-name">
		                            <a href="https://www.avaya.com/blogs/archives/author/karen-hardy">
		                                Karen Hardy		                            </a>
		                        </span>
		                        |
		                        <span class="post-date">
		                            February 7, 2018		                        </span>
		                    </div>
		                    <div class="post-content">
			                        <div class="as-icon-bar as-share"  data-url="https://www.avaya.com/blogs/archives/2018/02/solutions-at-engage-2018.html" data-caption="News &#038; Solutions at ENGAGE 2018 Show Avaya is Back in the Fight!" data-description="Now back from last week’s Avaya ENGAGE 2018, our annual customer and partner event, we’re&hellip;" data-image="https://www.avaya.com/blogs/wp-content/uploads/2018/02/blog-180207-img.jpg"><a class="as-sharing-icon facebook"><i class="fa fa-facebook"></i></a><a class="as-sharing-icon twitter"><i class="fa fa-twitter"></i></a><a class="as-sharing-icon linkedin"><i class="fa fa-linkedin"></i></a><a class="as-sharing-icon email" href="mailto:?subject=News%20%26%23038%3B%20Solutions%20at%20ENGAGE%202018%20Show%20Avaya%20is%20Back%20in%20the%20Fight%21&#038;body=Article: https%3A%2F%2Fwww.avaya.com%2Fblogs%2Farchives%2F2018%2F02%2Fsolutions-at-engage-2018.html"><i class="fa fa-envelope"></i></a></div>
<p>Now back from last week’s Avaya ENGAGE 2018, our annual customer and partner event, we’re finding the energy of the conference continues to drive the cadence at Avaya. What a show! In my last blog I wrote about taking time for a bit of introspection—thoughts echoed by our CEO Jim Chirico during his ENGAGE keynote. One of his points really resonated with me: how you get up off the mat. All of us face challenges everyday—most of them are manageable but occasionally an event comes along that can really take the wind out of your sails. Jim pointed out that while we all get knocked down from time to time, what really matters is how you get up. How you carry yourself and how you get ready for the next challenge.</p>
<p>In 2018 Avaya is back up. We’ve got our gloves on and we’ve come out swinging! ENGAGE 2018 was a great opportunity for us to thank our customers and partners for their outstanding support over the past year and give them a taste of the new Avaya: poised, fit, and ready to win.</p>
<p>Our commitment to win was reflected in a number of key announcements from last week, but the headliner was the acquisition of Spoken Communications, a leading innovator in the Contact Center as a Service (CCaaS) market. The Spoken platform is based on the <a href="https://www.avaya.com/en/product/avaya-aura-platform/">Avaya Aura® Platform</a> and <a href="https://www.avaya.com/en/product/avaya-aura-call-center-elite/">Avaya Aura® Call Center Elite</a>, making it a perfect architecture for both Avaya omnichannel offerings, such as Avaya Oceana®, and its Unified Communications as a Service solution. But Spoken brings much more than a proven xCaaS capability to Avaya—the really exciting news is Spoken’s transformative real-time customer experience management applications built on conversational artificial intelligence (AI). A true innovator in AI, Spoken will be accelerating our “Think Avaya, Think Cloud” strategy with solutions that not only provide a clear path for customer migration, but offer improved efficiency, drive more intelligent responses, and gain deeper insight into customer sentiment and experience.</p>
<p>And there was more news at Avaya ENGAGE on the AI front: Avaya introduced <a href="https://www.avaya.com/en/product/avaya-ava/">Avaya Ava<sup>TM</sup></a> , a cloud, messaging-agnostic solution that offers new AI capabilities for social messaging integration and automation of digital interactions. An evolution from our Ava technologies offered for over eight years, <a href="https://www.avaya.com/en/product/avaya-ava/">Avaya Ava<sup>TM</sup></a> delivers AI 2.0 architecture including natural language processing and machine learning. And innovative analytics enables effortless customer engagement through social media and messaging platforms.</p>
<p>Last year we introduced the <a href="https://www.avaya.com/en/solution/avaya-oceana-solution/">Avaya Oceana® Solution</a>—our omnichannel context-driven contact center solution. Now we are thrilled to bring the Workspaces environment to our existing customers later this year. This modern agent desktop will take advantage of key elements such as context and customer journey and be made available to our existing customer base, enabling them to transform their CXs.</p>
<p>Avaya also unveiled compelling enhancements to its signature unified communications user experience, <a href="https://www.avaya.com/en/solution/avaya-equinox-experience/">Avaya Equinox</a>®. These include:</p>
<ul style="margin-left: 20px; list-style-type: disc;">
<li><strong>Enhancements to Avaya Equinox Meetings Online,</strong> a cloud-based meeting and conferencing service that can be deployed with or without an Avaya infrastructure. The economical, pay-as-you-go cloud model offers the same capabilities as an on-premises deployment, making it easy to take a hybrid approach and mix and match between the two.</li>
<li><strong>The new Avaya Equinox Attendant,</strong> which enhances customer service and brings the power of unified communications to front-desk operators. We will extend Avaya Equinox to the IP Office platform—providing a single UC platform for all our customers.</li>
</ul>
<p>Devices remain a key part of Avaya’s strategy to deliver a unique UC Experience Everywhere. Avaya has shipped over 100M phones to date and currently ships almost 10,000 new devices every day. For 2018, Avaya is expanding customer options for UC devices like never before. The <a href="https://www.avaya.com/en/product/phones/">Avaya Experience</a> has evolved to be more modern, connected and personalized, and tailored to vertical specific needs such as hospitality and retail. Key additions include:</p>
<ul style="margin-left: 20px; list-style-type: disc;">
<li><strong>Launching Avaya’s new Essential Experience portfolio</strong> of industry leading phones for a state-of-the-art user experience that includes Bluetooth and WiFi connectivity.</li>
<li><strong>Extending the Avaya Vantage Experience</strong> to include support for IP Office.</li>
<li><strong>Announcing the new Avaya CU-360 Collaboration Unit,</strong> which provides easy set up and collaboration in huddle room spaces.</li>
</ul>
<p>Providing our customers a bridge to the future is a key focus for Avaya this year—and this goal will drive a great deal of our activity. To start, Avaya has launched a number of new promotions:</p>
<ul style="margin-left: 20px; list-style-type: disc;">
<li><strong>Loyalty2gether:</strong> This exciting and bold offer provides all our loyal <a href="https://www.avaya.com/en/product/communication-server-1000/">Communication Server 1000</a> customers with a path forward to either IP Office or Avaya Aura with full support for the surrounding applications like customer contact and messaging. It’s an opportunity to reinvent what communications, customer experience, and collaboration can mean to your business and to do so with an unprecedented level of experience and investment protection.</li>
<li><strong>Oceana NOW:</strong> This program focuses on helping organizations evolve and transform their CXs.</li>
<li><strong>Automate CC NOW:</strong> Through the use of automation capabilities, Avaya is helping organizations modernize for less.</li>
</ul>
<p>These programs are a prime example of our focus to ensure no customer gets left behind.</p>
<p>ENGAGE 2018 was a very busy week of announcements, meetings and demonstrations, and the energy and enthusiasm of our customers kept us going and underlined our confidence that Avaya is back and ready to do battle. Continue to watch for updates and details on Avaya.com and let us know how the new Avaya can support your plans in 2018.</p>
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		                    <h1 class="post-title">
		                        Avaya 2018 Customer Innovation Awards Spotlight Digital Transformations		                    </h1>
		                    <div class="post-info">
		                        <span class="post-author-name">
		                            <a href="https://www.avaya.com/blogs/archives/author/tony-kleckner">
		                                Tony Kleckner		                            </a>
		                        </span>
		                        |
		                        <span class="post-date">
		                            February 6, 2018		                        </span>
		                    </div>
		                    <div class="post-content">
			                        <div class="as-icon-bar as-share"  data-url="https://www.avaya.com/blogs/archives/2018/02/customer-innovation-awards.html" data-caption="Avaya 2018 Customer Innovation Awards Spotlight Digital Transformations" data-description="Avaya Customer Innovation Awards are presented annually on stage to a handful of our leading&hellip;" data-image="https://www.avaya.com/blogs/wp-content/uploads/2018/02/blog-customer-innovation-awards-840x420.jpg"><a class="as-sharing-icon facebook"><i class="fa fa-facebook"></i></a><a class="as-sharing-icon twitter"><i class="fa fa-twitter"></i></a><a class="as-sharing-icon linkedin"><i class="fa fa-linkedin"></i></a><a class="as-sharing-icon email" href="mailto:?subject=Avaya%202018%20Customer%20Innovation%20Awards%20Spotlight%20Digital%20Transformations&#038;body=Article: https%3A%2F%2Fwww.avaya.com%2Fblogs%2Farchives%2F2018%2F02%2Fcustomer-innovation-awards.html"><i class="fa fa-envelope"></i></a></div>
<p>Avaya Customer Innovation Awards are presented annually on stage to a handful of our leading customers at the Avaya ENGAGE event. The 2018 award winners recognized on January 31 include three companies in the Fortune 100, and two leaders in the energy industry. Each of the winners is using Avaya solutions to help drive key strategies and meet critical business priorities around digital transformation initiatives.</p>
<h2>Liberty Mutual</h2>
<p>Liberty Mutual is a global insurance provider and the fourth largest insurance provider in the U.S. Liberty Mutual is on a digital transformation journey to better serve customers and employees worldwide. As part of an overall initiative to improve the customer experience, the firm’s IT Help Desk deployed the <a href="https://www.avaya.com/en/product/avaya-breeze/">Avaya Breeze® Platform</a> with a custom Snap-in to its contact center, a move which raised productivity and provided insights that improved efficiency and the end user experience.</p>
<h2>Exelon</h2>
<p>Headquartered in Chicago, Exelon is the leading competitive provider of energy in the U.S. Its business includes power generation, competitive energy sales, and transmission and delivery. It operates in 48 states, the District of Columbia, and Canada. Having grown through acquisitions, in 2016 Exelon had six separate ACD environments serving multiple business units. The decision was made to consolidate the disparate platforms onto a single platform to drive efficiencies, performance improvements, and cost savings. After evaluating options from Aspect, Avaya, Cisco, and Genesys, Exelon chose Avaya. The company operates in a regulated environment and has demanding SLAs for customer-facing contact centers. Exelon says, “In the contact center space, today we’re living in a 24-hour real-time world.’’ Its Avaya solution helps keep the company in compliance and moving forward.</p>
<h2>Energisa</h2>
<p>Serving six million customers, Energisa has stated goals to increase levels of efficiency and profitability, improve the overall quality of service it provides, and step up key customer service indicators. As part of this overall corporate improvement effort, the company made the decision to move its communications infrastructure from to Avaya IP Office Server Edition, the standard for all its locations now. The <a href="https://www.avaya.com/en/product/ip-office/">IP Office™ Platform</a> has helped the firm address broad corporate goals, and has delivered key improvements in specific areas, including IP technology, call recording, audio conferencing, and better IT management.</p>
<h2>Inova Health System</h2>
<p>Northern Virginia’s leading healthcare provider, Inova serves people throughout the Washington, D.C. metro area and the surrounding community. Inova is shaping the future of health through its integrated network of hospitals, primary and specialty care practices, emergency and urgent care centers, outpatient services, and destination institutes. Staff productivity is an ingredient in delivering superior patient care. Moving from a <a href="https://www.avaya.com/en/product/communication-server-1000/">Communication Server 1000</a> to the <a href="https://www.avaya.com/en/product/avaya-aura-platform/">Avaya Aura® Platform</a> with the <a href="https://www.avaya.com/en/solution/avaya-equinox-experience/">Avaya Equinox® Experience</a> has allowed Inova to embrace mobility for care givers and improve the patient experience.</p>
<h2>Boeing</h2>
<p>To improve customers’ experience when calling its customer call center, Boeing worked with Avaya and DevConnect partner Appcom to simplify its contact center operation and create a single, integrated dashboard that eliminates multiple steps and automates workflows. The updates free up agents to help more customers and address their technical issues.</p>
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