Avaya and McGraw-Hill Lifetime Learning Join Forces to Improve CRM Skills Designed to Drive Customer Satisfaction

The Partnership Will Create Interactive Courseware for the Global Contact

Center Market, Designed to Improve Agent Skills and Lead the Industry

To Standardize Training Curricula



Apr 18, 2001, 01:00 ET from Avaya Inc

    BASKING RIDGE, N.J., April 18 /PRNewswire/ -- Avaya Inc. (NYSE:   AV), a
 global leader in corporate networking solutions and services, today announced
 it has partnered with McGraw-Hill Lifetime Learning (MHLL), a leading provider
 of comprehensive e-learning solutions, to develop qualified Customer
 Relationship Management (CRM) focused training courseware for contact center
 agents.  The two companies plan to establish a technology-based contact center
 training program and will work to establish the industry's first standardized
 courseware for industry-wide training of CRM agents.
     "Competitive market pressure is quickly transforming customer care into a
 strategic differentiator for many companies," said Keith Larson, Vice
 President of Avaya's eCustomer Relationship Management Solutions Group.
 "Avaya and MHLL have identified the need to improve the overall quality of
 contact center agents and ultimately create improved sales techniques, lower
 contact center staff turnover and improved customer loyalty."
     According to IDC, there are over 70,000 contact centers worldwide and many
 of them experience high levels of turnover, up to 100 percent per year in some
 cases, making on-going training resources a high priority.  Identifying this
 critical need, Avaya and MHLL are working together to make their
 multi-branded, multi-media based training courseware for the global contact
 center market into an industry standard and eventually create the first-ever
 certified contact center training course.
     "By integrating Avaya contact center and CRM expertise with our
 established business training program, we can develop an industry-wide
 standard that will increase the quality of customer care in the contact
 center," said Patricia Leonard, President of McGraw-Hill Lifetime Learning.
 "The use of qualified agents in business is increasingly important as the
 contact center evolves into the primary vehicle for an organization's
 interaction with customers."
     Avaya will provide expert content focused on what it takes to be
 successful in a customer relationship managed, multi-media contact center, as
 well as generating sales leads through its large existing customer base.  MHLL
 will provide project funding, instructional design support, technology
 platform and support for disseminating content, media versioning, localization
 as well as a sales channel.  Working together, Avaya and MHLL expect to
 address the U.S. business-skill training market, which is estimated by Gartner
 to rise from $314 million in 2001 to $467 million in 2003.  The courses will
 be available over the Web, intranet or CD-ROM.
 
     About the CRM focused courses being announced today
     Customer Relationship Management
     * Students learn the basic business, environment and career aspects of
       working in a contact center.
     Basic Call Agent Skills
     * Teaches professionalism including listening and interaction skills,
       attitude and motivation techniques, dealing with difficult callers and
       general organizational skills.
     Call Agent Functions
     * Teaches students how to fine-tune their sales and collection skills
       including market research, reservations and the techniques needed to
       become a "universal" agent for any contact center.
     Consultative Selling I
     * Student learn techniques for opening with a powerful statement, how to
       quickly find facts, probing techniques, how to resolve objections and
       skills for closing the sale.
     Consultative Selling II
     * Students gain expertise in how to sell with confidence, how to conduct
       inbound and outbound sales and how to input order information and track
       it.
     Consultative Selling Practice
     * Students can practice and consolidate their consultative selling skills
       in a realistic contact center scenario that shows possible consequences
       from the student's actions.
     Call Center Customer Service and Support
     * Students learn how to provide service and support, resolve complaints
       and offer technical support and techniques for customer follow-up.
     Customer Service and Support Practice
     * Students practice and consolidate their customer service and support
       skills in realistic contact center scenarios in "real-time" interactive
       environment.
     Media Functions and Etiquette
     * Students learn the basic etiquette required for contact center devices
       including phones, e-mail, instant chat, Voice over IP, fax and video.
 
     The complete CRM focused training courseware will be available in US
 English and UK English by the end of 2001, with the first series of courses
 scheduled to become available in Q2 2001.
 
     About Avaya Inc.
     Avaya is a leading provider of communications systems for enterprises,
 including businesses, government agencies and other organizations.  Avaya
 offers converged voice and data, customer relationship management, messaging,
 voice multi-service networking and structured cabling products and services.
 Avaya is a worldwide leader in sales of messaging and structured cabling
 systems and a U.S. leader in sales of enterprise voice communications and call
 center systems.  Avaya intends to use its leadership positions in enterprise
 communications systems and software, its broad portfolio of products and
 services, and strategic alliances with other technology and consulting
 services leaders to offer its customers comprehensive eBusiness solutions.
 For more information about Avaya, visit its Web site at http://www.avaya.com.
 
     About McGraw-Hill Lifetime Learning
     McGraw-Hill Lifetime Learning (http://www.mhlifetimelearning.com) offers
 e-learning products and services that leverage the wealth of knowledge and
 expertise that exists within The McGraw-Hill Companies.  MHLL is a division of
 McGraw-Hill Education, part of The McGraw-Hill Companies (NYSE:   MHP), a global
 information services provider serving the financial services, education and
 business information markets through leading brands such as Standard & Poor's,
 Business Week and McGraw-Hill Education.  Founded in 1888, the corporation has
 more than 400 offices in 32 countries.  Sales in 2000 were more than
 $4 billion.
 
 

SOURCE Avaya Inc
    BASKING RIDGE, N.J., April 18 /PRNewswire/ -- Avaya Inc. (NYSE:   AV), a
 global leader in corporate networking solutions and services, today announced
 it has partnered with McGraw-Hill Lifetime Learning (MHLL), a leading provider
 of comprehensive e-learning solutions, to develop qualified Customer
 Relationship Management (CRM) focused training courseware for contact center
 agents.  The two companies plan to establish a technology-based contact center
 training program and will work to establish the industry's first standardized
 courseware for industry-wide training of CRM agents.
     "Competitive market pressure is quickly transforming customer care into a
 strategic differentiator for many companies," said Keith Larson, Vice
 President of Avaya's eCustomer Relationship Management Solutions Group.
 "Avaya and MHLL have identified the need to improve the overall quality of
 contact center agents and ultimately create improved sales techniques, lower
 contact center staff turnover and improved customer loyalty."
     According to IDC, there are over 70,000 contact centers worldwide and many
 of them experience high levels of turnover, up to 100 percent per year in some
 cases, making on-going training resources a high priority.  Identifying this
 critical need, Avaya and MHLL are working together to make their
 multi-branded, multi-media based training courseware for the global contact
 center market into an industry standard and eventually create the first-ever
 certified contact center training course.
     "By integrating Avaya contact center and CRM expertise with our
 established business training program, we can develop an industry-wide
 standard that will increase the quality of customer care in the contact
 center," said Patricia Leonard, President of McGraw-Hill Lifetime Learning.
 "The use of qualified agents in business is increasingly important as the
 contact center evolves into the primary vehicle for an organization's
 interaction with customers."
     Avaya will provide expert content focused on what it takes to be
 successful in a customer relationship managed, multi-media contact center, as
 well as generating sales leads through its large existing customer base.  MHLL
 will provide project funding, instructional design support, technology
 platform and support for disseminating content, media versioning, localization
 as well as a sales channel.  Working together, Avaya and MHLL expect to
 address the U.S. business-skill training market, which is estimated by Gartner
 to rise from $314 million in 2001 to $467 million in 2003.  The courses will
 be available over the Web, intranet or CD-ROM.
 
     About the CRM focused courses being announced today
     Customer Relationship Management
     * Students learn the basic business, environment and career aspects of
       working in a contact center.
     Basic Call Agent Skills
     * Teaches professionalism including listening and interaction skills,
       attitude and motivation techniques, dealing with difficult callers and
       general organizational skills.
     Call Agent Functions
     * Teaches students how to fine-tune their sales and collection skills
       including market research, reservations and the techniques needed to
       become a "universal" agent for any contact center.
     Consultative Selling I
     * Student learn techniques for opening with a powerful statement, how to
       quickly find facts, probing techniques, how to resolve objections and
       skills for closing the sale.
     Consultative Selling II
     * Students gain expertise in how to sell with confidence, how to conduct
       inbound and outbound sales and how to input order information and track
       it.
     Consultative Selling Practice
     * Students can practice and consolidate their consultative selling skills
       in a realistic contact center scenario that shows possible consequences
       from the student's actions.
     Call Center Customer Service and Support
     * Students learn how to provide service and support, resolve complaints
       and offer technical support and techniques for customer follow-up.
     Customer Service and Support Practice
     * Students practice and consolidate their customer service and support
       skills in realistic contact center scenarios in "real-time" interactive
       environment.
     Media Functions and Etiquette
     * Students learn the basic etiquette required for contact center devices
       including phones, e-mail, instant chat, Voice over IP, fax and video.
 
     The complete CRM focused training courseware will be available in US
 English and UK English by the end of 2001, with the first series of courses
 scheduled to become available in Q2 2001.
 
     About Avaya Inc.
     Avaya is a leading provider of communications systems for enterprises,
 including businesses, government agencies and other organizations.  Avaya
 offers converged voice and data, customer relationship management, messaging,
 voice multi-service networking and structured cabling products and services.
 Avaya is a worldwide leader in sales of messaging and structured cabling
 systems and a U.S. leader in sales of enterprise voice communications and call
 center systems.  Avaya intends to use its leadership positions in enterprise
 communications systems and software, its broad portfolio of products and
 services, and strategic alliances with other technology and consulting
 services leaders to offer its customers comprehensive eBusiness solutions.
 For more information about Avaya, visit its Web site at http://www.avaya.com.
 
     About McGraw-Hill Lifetime Learning
     McGraw-Hill Lifetime Learning (http://www.mhlifetimelearning.com) offers
 e-learning products and services that leverage the wealth of knowledge and
 expertise that exists within The McGraw-Hill Companies.  MHLL is a division of
 McGraw-Hill Education, part of The McGraw-Hill Companies (NYSE:   MHP), a global
 information services provider serving the financial services, education and
 business information markets through leading brands such as Standard & Poor's,
 Business Week and McGraw-Hill Education.  Founded in 1888, the corporation has
 more than 400 offices in 32 countries.  Sales in 2000 were more than
 $4 billion.
 
 SOURCE  Avaya Inc

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