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The Avaya Resource Center provides you with a wide variety of informational documents that will help your company transform your business to achieve a marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications Enabled Business Processes. For more information visit the Avaya Web site: http://www.avaya.com

FEATURED CONTENT Teleworking Teleworking - Your Path to Increased Productivity, Business Continuity and Customer Satisfaction WHITE PAPER -- The Avaya Unified Communications for Teleworkers solution provides at-home employees the tools that help them stay connected, productive, and satisfied--and IT staff the technology to minimize management complexity. Best Practices for Home Agents WHITE PAPER -- Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program. Go Green and Increase Profitability with Virtual Contact Centers WHITE PAPER -- This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs. Implementing a Telecommuting Program WHITE PAPER -- This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented. Planning for the Unforeseen: Insuring Communications for All Contingencies WHITE PAPER -- Considering disaster preparedness, this paper explores a range of unforseen situations, highlight lessons learned, and defines communications strategies that can prepare us for meeting the needs of unforeseen events. A Framework for Deploying UC: Using a Repeatable Process for Optimizing Your Technology WHITE PAPER -- This white paper describes a four step framework for moving unified communications from an ad hoc, deployment scenario, which has resulted in many of the companies interviewed having a siloed implementation. Are You Ready for Unified Communications? Creating an IT Organization to Support Unified Communicaitons WHITE PAPER -- On top of the new business communication capabilities that are possible with unified communications (UC), new challenges await the IT department in how to deploy and manage this integrated platform. Creating the Green IT Action Plan WHITE PAPER -- Enterprise CIOs have a variety of motivations for improving the environmental footprint of their IT operations. Read this for more. VIEW MORE ON TELEWORKING Unified Communications Extend the Value of Microsoft Office Applications with Avaya Unified Communications WHITE PAPER -- Avaya and Microsoft have leveraged their considerable individual technologies and platforms and roadmaps to create a combined vision to make real-time and non-real-time collaboration a reality for enterprises. How Should an Enterprise Move towards Unified Communications? WHITE PAPER -- Avaya moves customers toward Unified Communications to support complex and flexible work environments. The consultative process begins with a business assessment to understand the communication patterns, and to see where business processes slow down. Extend the Value of IBM Lotus Applications with Avaya Unified Communications WHITE PAPER -- Avaya and IBM have leveraged their considerable individual technologies, platforms, and roadmaps to create a combined vision to make real-time and non-real-time collaboration a reality for enterprises. This paper gives details. Avaya Unified Communications Can Reduce Cell Phone Expenses WHITE PAPER -- By converging real-time, near-real-time, and non-real-time business communication applications, Avaya Intelligent Communications can dramatically reduce cell phone expenses, taking Unified Communications to the next level. Intelligent Communications Changing Business, Changing Lives WHITE PAPER -- Technology for the sake of technology is not the endgame. The benefits that are derived in workplace environments are driving many companies to transform operations into more productive, cost-effective, secure and customer-centric operations. Productivity Success Factors for the Mid-Market WHITE PAPER -- Productivity-enhancing technologies such as conferencing and collaboration enable people to work together via real or non-real time communication, and share or exchange information, including documents and other types of content. Essential Manager's Guide: Intelligent Communications WHITE PAPER -- How can you improve the efficiency of your business processes? What is the strategic approach that will deliver a competitive advantage today? Discover answers here in the Essential Managers Guide for Intelligent Communications. Solving the E911 Enterprise Location Challenge WHITE PAPER -- Advances in technology are undermining the ability to identify the location of a caller dialing 911. This whitepaper looks at the technical issues, the regulatory environment, and the steps that Avaya is taking to address the E911 challenge.		Customer Service Intelligent Customer Routing: A New Architectural Approach to Intelligent Customer Service WHITE PAPER -- Avaya Intelligent Customer Routing improves customer service and acts as the bridge between the past and the future while addressing key management and IT needs by providing a more flexible and adaptable architecture. Essential Manager's Guide: Intelligent Communications WHITE PAPER -- How can you improve the efficiency of your business processes? What is the strategic approach that will deliver a competitive advantage today? Discover answers here in the Essential Managers Guide for Intelligent Communications. Accelerating Emergency Response for Compliant and Efficient Incident Management WHITE PAPER -- This white paper demonstrates how to improve incident response management in line with the emerging FEMA guidance and post-Katrina regulations. Roadmap for Implementing a Multi-Site IP Contact Center WHITE PAPER -- Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure. The Adaptable Business Architecture: How SIP and Web Services Transform the Voice Self Service Model WHITE PAPER -- This white paper details the the Avaya Voice Portal and Dialog Designer solution architecture, which combines the SOA approach embedded within the software elements of Avaya's Voice Portal and Dialog Designer solutions. IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience WHITE PAPER -- This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center. Enterprise Networking Preparing the WLAN for Voice Communications WP WHITE PAPER -- Companies at the cutting edge are finding it takes planning to implement effectively and that some of their assumptions about the current state of their wireless. Cost Cutting in IT to Cope with Economic Slowdown WHITE PAPER -- IT organizations are under pressure to reduce the cost of IT and to use IT to reduce the operating costs of the enterprise. This report compiles a list of common IT-related budget-cutting ideas with links to specific research currently available. IP Telephony: Accurately Measuring the Total Cost of Ownership in the Branch Environment WHITE PAPER -- As technical barriers are eliminated and more organizations begin to adopt Internet protocol based telephony, companies are finding there are demonstrable, real-world total cost of ownership (TCO) advantages associated with implementing IPT solutions. The Total Economic Impact™ Of Avaya IP Telephony Solutions Within A Branch Environment WHITE PAPER -- The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Avaya IP Telephony solutions specifically for the branch environment within their organizations. Podcast: Intelligent Branch Office Communication Strategies PODCAST -- Craig Wilson, Principle Business Communications consultant and Bruce Mazza, Director of Avaya Intelligent Branch Solutions join Nick Lippis to discuss strategies that create value within branch offices through intelligent communication solutions. Your Questions Answered: A Practical Guide to VOIP for Small to Medium Business WHITE PAPER -- This white paper provides the critical questions to ask before implementing a VoIP system. Addressing the Threats and Opportunities Presented During the Current Economic Downturn WHITE PAPER -- This paper explores the implications of the emerging economic slowdown for IT and telecom managers and lays out strategies for proactively managing through the downturn.

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