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Prometric Delivers World?Class Customer Service With Avaya Voice Portal and Other Avaya Contact Center Applications

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Executive Summary

Prometric's latest challenge was to reduce the cost of maintenance and programming for the IVR system (Genesys Voice Portal was their existing model) and to improve the reporting capabilities. In the latest upgrade of its contact center solutions, the firm also sought to enhance the survivability and business continuity of its network, while achieving cost efficiencies and enhanced contact center capabilities. As a solution Prometric deployed Communication Manager 5.0; S8730 Server in Baltimore and other Avaya servers and Media Gateways globally; Avaya Voice Portal R4.1; Call Center Elite; Call Management System; Modular Messaging 3.0 and Avaya Message Store; a wide range of Avaya digital and IP phones.

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