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Avaya MERLIN LEGEND Advanced Solutions

Picture a business environment where all the communications tools you and your employees need are brought together in a single package, allowing you to:

• Connect with customers, suppliers, and coworkers more quickly and easily than ever before to enhance the quality of service you provide to customers and suppliers, and keep them coming back for more
• Provide an array of options that make communicating convenient and cost-effective for virtually everyone who touches your business, day in and day out.

So, whether you're a small business with big plans, a medium-size company exploring new possibilities, or a large company with smaller ``satellite" offices, MERLIN LEGEND Advanced Solutions is a smart, reliable, long-term investment.

A Modular, Flexible Communications Core

At the heart of Advanced Solutions is the reliable MERLIN LEGEND Communications System—a flexible, modular system that's easy to install, maintain, use, and adapt. As your business grows, the system can grow with it, expanding to up to 80 telephone lines and 200 telephones to meet changing business needs.

You can choose from an array of feature-rich digital telephones, including display models that show the time/day/date as well as feature programming menus. The multiline extension (MLX) telephones also support Integrated Systems Digital Network (ISDN)—the digital standard for more reliable communications, high-speed data transfer, and Internet access.

Caller identification information for incoming calls —external as well as internal —can be shown on your multiline display phones, improving productivity, call-handling efficiency, and caller satisfaction. The MLX phones also work with a choice of MERLIN LEGEND messaging applications, to further help increase efficiency and productivity.

You can also easily integrate wireless service, host computers, PCs, printers, headsets, fax, video, and other equipment with the MERLIN LEGEND System—helping ensure that the system will provide you with a total communications solution. Best of all, most MERLIN LEGEND System enhancements are made by adding a hardware module or a simple software upgrade using PCMCIA technology—so it's always easy and cost-effective to get the latest communications advances for your business. Plus, system administration is easier than ever, with user-friendly maintenance and programming software available for the MERLIN LEGEND System.

Easily Link Your Employees Via a Cost-Effective, Flexible Network

MERLIN LEGEND Advanced Solutions provides an easy-to-use, cost-effective networking solution that lets you link multiple sites so users can share voice, high-speed data, and video communications facilities. This allows your business to share information, resources, and multiple media across a number of locations, quickly and cost-effectively. It also helps your employees work together more effectively while increasing productivity:

• Makes knowing the number to dial and placing a call across the country as simple as calling across the hall.
• Can provide fast call setups and high-quality data transmissions through the dynamic allocation of channels.
• Reduces costs by routing calls over the public telephone network or private network using the facilities that will be most cost-effective for your business.
• Provides cost savings while enhancing productivity, efficiency, and customer service, by allowing multiple MERLIN LEGEND System locations to share a single optional voice messaging system.

Get the Information You Need to Manage Most Effectively

MERLIN LEGEND Advanced Solutions supports an array of information tools to help you handle calls more efficiently, to boost employee productivity and caller satisfaction.

MERLIN LEGEND Computer-Telephony Integration (CTI) lets you combine the power of your telephone system and your desktop computers to increase productivity and provide personalized service. With CTI, caller information can appear automatically on your computer screen before you pick up the phone.

A Telephony Services Applications Programming Interface (TSAPI) and software allow easy integration of your existing databases for use with CTI, so your employees can have complete customer files at their fingertips, fast. For added flexibility, the system supports either a Novell NetWare or Windows NT server.

MERLIN LEGEND Reporter software provides a package of historical call activity reports that help you monitor and evaluate how well you're handling calls. This information can help you fine-tune call handling throughout your business, to increase productivity and caller satisfaction.

The Avaya Call Accounting System (CAS) and Call Accounting Terminal (CAT) provide easily understandable reports on call activity, to help you more effectively manage and control telephone costs.

Improve Employee Productivity While You Personalize Customer Service

With MERLIN LEGEND Advanced Solutions, you can choose a call center package that will enable your employees to provide the kind of service that your customers are looking for, at a price that makes sense for your business.

MERLIN LEGEND Basic Service Center (BSC) solution combines automatic call distribution features and historical reporting, for more effective depart-mental customer sales and service operations without investing in a lot of adjunct equipment. It allows you to route calls to the right employees automatically, to help ensure that your calls are handled efficiently every time. Or, allow callers to exit a queue and be routed to a voice mailbox, where they can request a call back at a convenient time or simply leave a message rather than wait on hold—choices that greatly improve customer satisfaction.

MERLIN LEGEND BSC incorporates TSAPI applications that put caller information and call-handling tools in your employees' hands, enabling them to provide more efficient, personalized service. A built-in Service Observing feature allows supervisors to listen in on calls to observe how well your employees handle calls, and to evaluate if there's a need for additional training. With MERLIN LEGEND Mail Release 2, MERLIN LEGEND BSC also allows a caller to enter information such as an account code so that the caller's records can be displayed on a PC screen.

MERLIN LEGEND Enhanced Service Center (ESC) solution expands the functionality of MERLIN LEGEND BSC to provide advanced call routing, real-time monitoring and reporting, expanded announcement and queuing options, and management capabilities usually available only to much larger businesses. These call center capabilities come in an easy-to-use package that adds value to your departmental sales and service operations.

Communicate How You Want To, When You Need To

The powerful MERLIN LEGEND multimedia platform supports an array of tools to help you and your customers, suppliers, and coworkers communicate more effectively:

• Handle important calls even when you're away from your desk, with the TransTalk 9000 Digital Wireless System. It combines the mobility and accessibility of a wireless handset with all the features and functionality of your MERLIN LEGEND desktop telephone.
• Collaborate and confer more effectively with associates and employees using a variety of group and desktop video systems. Groups can work together over distances, and training, meetings, and other collaborative events can be conducted without travel time and expenses.
• Get the convenience and flexibility of basic voice messaging with MERLIN LEGEND Mail. In addition to voice mail, MERLIN LEGEND Mail supports multiple Automated Attendants and multiple Personal Greetings, giving you maximum flexibility in how you greet callers and handle their calls.
• Integrate fax, e-mail, and voice mail into one mailbox, for easy retrieval of messages with one phone call, with INTUITY AUDIX VS voice messaging. Its Message Manager option also provides a visual interface that lets you use your PC to retrieve, store, discard, view, print, create, and reply to messages with a click of the mouse. Or, choose flexible Messaging 2000 for the convenience of combined voice and fax messaging, with features such as PC access, on-screen dialing, fax-on-demand, and call screening.
• Automate many routine caller transactions, such as account inquires, with INTUITY CONVERSANT Interactive Voice Response. It allows callers to take care of these transactions without the help of one of your staff —helping you use your ``people" resources where they are needed most.
• Research information in seconds and share ideas with customers and colleagues anywhere in the world, with high-speed 128 kbps digital access to the Internet.