November 2009

Avaya Global Connect

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Anil Nair
Managing Director

Company Profile

Avaya GlobalConnect is India’s leading provider of Intelligent Communications (IC) solutions, systems and services focused on meeting the needs of large enterprises and mid-sized enterprises, representing different industry verticals. Its solutions help organisations accelerate revenue growth, increase market penetration, optimise operating costs and improve employee productivity, by embedding communication in their business processes.

Avaya GlobalConnect is a subsidiary of Avaya Inc., a global leader in business communications. More than one million businesses worldwide including 90 percent of the FORTUNE 500 use Avaya solutions for IP Telephony, Unified Communications (UC), and Contact Centers (CC). The Avaya global headquarters is located in Basking Ridge, New Jersey. Today, Avaya GlobalConnect is addressing high potential and emerging industries such as Banking, Financial Services and Insurance (BFSI), Retail, Manufacturing, Healthcare and Hospitality with IC solutions tailored to their various needs.

The company is offering the customers a unique experience of its products and services at its Customer Studio in Mumbai. Customer Studio is a first-of-its-kind facility in India that provides customers a first-hand feel of various solutions and how they will address their specific challenges and pain points. Since its inception in 2006, Customer Studio has been playing host to leading corporates and Mid sized enterprises who have been witness to live demos of integrated, end-to-end IC offerings.

Avaya GlobalConnect has over 30 offices spread across the country, from Jammu to Trivandrum to Ahmedabad to Siliguri. The company has an extensive distribution network comprising over 50 systems integrators, channel partners and dealers. With over 6,000 customers, it provides world-class service support through a remote maintenance integration (RMI) system.

Going green

Realizing the need to be green, AGCL’s IC solutions are green and the initiative is called “Green Intelligence”. It is a combination of communication solutions and best practices that help an organisation reduce carbon footprint. Avaya products consume less energy compared to competition products and are certified “Green” as per Miercom report.  AGCL’s solutions have a significant impact on organisation’s operational efficiency.

ACHIEVEMENTSFrost & Sullivan Market Leadership Award for Enterprise Telephony as well as Contact Center Applications for the year 2008. This is AGC’s seventh consecutive win. 

  • Awarded the best UC solutions company by VAR India for 2008
  • Miercom and Nemertes Research, recognised Avaya UC enterprise solutions for providing top-line qualities. The awards were presented at VoiceCon, San Francisco 2008.
  • In India, Avaya GlobalConnect is the undisputed market leader as per IDC’s India Unified Communications Market Program.
PLANS AND STRATEGIESAGCL solutions are business accelerators

  • AGCL co-creates business solutions focusing on the customer’s competitive advantage and the customer’s customer
  • AGCL is accountable from Idea to Impact (I2I)
  • No ROI, no Sale is its mantra
HOSPITAL COMMUNICATION SYSTEMS

A holistic approach to build Communication System enabling Voice, Data and Video interactions for all stakeholders in Healthcare Ecosystem

Healthcare providers across the world are recognising the important role that technology can play in enhancing the overall quality of healthcare services. IT solutions like Hospital Information System (HIS), Picture Archiving and Communication System (PACS), Enterprise Resource Planning System (ERP) etc. have become basic components of IT landscape in healthcare organisations. While healthcare organisations spend much time and money on selecting these IT solutions, not much thought is given to Hospital Communication Systems (HCS) which need to work in tandem with the IT solutions to maximise returns on technology investments.
Healthcare workers live in a very dynamic environment where they constantly gather, communicate and analyse information to take clinical decisions and to monitor effect of the decisions made. All healthcare workers will vouch for the fact that timely intervention based on real-time evidence, saves lives day in and day out. The importance of collaboration and communication in healthcare delivery is exceptionally high as the industry deals with issues of life and death where time lost could result in loosing somebody’s life. Hence taking a holistic approach to address communication requirements of all stakeholders in healthcare delivery is necessary.

Avaya GlobalConnect (AGC) takes a unified approach to addressing all requirements listed in the table. Converging on IP technology, the Hospital Communication System provided by AGC takes care of all voice, data and video requirements of customers. AGC along with its partners like Motorola, Polycom, HP, Extreme, Juniper, Sony etc. is leading solution integrator in communication space. With healthcare specific applications like Virtual OPD, Customer Reception Solution, Discharge Management etc., AGC also brings in expertise and best practices gained by working with leaders in the healthcare industry delivering solutions instead of just technology boxes.

Believing in best of breed philosophy, AGC provides end to end services right from consulting to solution design, solution implementation and support. With over 30 offices across India and the culture of ‘customer responsiveness’, AGC is geared towards exceeding the mission critical support requirements of healthcare industry.

AGC’s Hospital Communication System reduces human latency and makes organisations more responsive increasing overall quality of patient care while reducing information overload on caregivers and bringing in process efficiencies. Based on IP technology it is capable of tight integration with IT systems thereby providing right information to right person in timely fashion. Integrating different mediums of communication like voice, video and data and providing mobile and self help applications specific to healthcare, AGC’s Hospital Communication System provides a cost effective, technological advanced, full spectrum, modular solution meeting the requirements of all stakeholders.

Different stakeholders in the healthcare system have different communication requirements. The table lists on a high level requirement of different stakeholders across different communication mediums

Stakeholders                                      Communication Mediums
Voice Data Video
Patients
  • OPD Appointment handling
  • Nurse Call System
  • Room Phone for calls
  • Self help applications
  • OPD Display Systems
  • Internet Access
  • Virtual OPD visits
  • Interaction with remote relatives
Doctors
  • Desk Phone for calls
  • Mobile solution for reachability within hospital
  • Remote access to key IT applications
  • Desk access to IT applicationss
  • Internet Access
  • Mobile / Remote access to IT applications

 

  • Interaction with Specialists for second opinion
  • Interaction with Patients (pre or post operation care)
Nurses and Other Support Staff
  • Nurse Call System
  • Mobile solution for reachability within hospital
  • Desk access to IT applications
  • OT recording
Management
  • Desk Phone for calls
  • Mobile solution for reachability within hospital
  • Desk access to IT applications
  • Internet Access
  • Mobile / Remote access to IT applications
  • OT recording and sharing for teaching purposes
  • IP Surveillance

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