Boston Red Sox selects Avaya collaboration solutions


Avaya, a global provider of business communications and
collaboration solutions and services, announced that it has been selected by
the Boston Red Sox as their exclusive provider of next-generation UC and
collaboration technology.


These solutions improve the ability for staff to
collaborate more easily and enhance services to fans. Carousel Industries, a
Platinum-certified Avaya Connect Channel Partner, will install, manage and
maintain the solution for the Red Sox.


Avaya Aura architecture and applications, including
conferencing, mobility and contact center solutions, will help Red Sox staff
work together more effectively regardless of their physical locations.


The technology will support staff whether they are at
Fenway Park; JetBlue Park, the Club’s Spring Training and Player Development
Complex in Fort Myers, Florida; Anfield with Liverpool (UK) Football Club,
which was acquired last year by the Red Sox’ parent organization, Fenway Sports
Group; or attending away games, scouting expeditions and training camps.


The Avaya
Flare Experience will help provide an extra special touch to fans in luxury sky
boxes and to the team’s executives. Delivered on the Avaya Desktop Video
Device, the Avaya Flare Experience can serve as a kiosk or personal communications
device with quick and easy access to real-time communications and collaboration
tools including desktop video, social media, audio/video/web conferencing,
multiple directory access, presence, instant messaging, and contextual history.


Traveling team members will have easy, real-time access
to voice calls, features, directories, messages, etc. just as if they were in
Fenway with their mobile devices tied into the team’s Avaya Aura enterprise
communications via Avaya one-X Mobile and Avaya one-X Communicator end-user


“These new collaboration tools help us improve the
fan experience and customer service by allowing our team regardless of where
they are to communicate more easily and efficiently, all while reducing costs
by eliminating expensive conference calling and toll charges,” said Sam Kennedy, executive vice president
and chief operating officer,
Boston Red Sox.


Ticketing and customer service will be enhanced to better
match customers with subject matter experts through dynamic management of the
ever-changing contact center environment, so when interest in one particular
area runs high, agents can be quickly moved into place to handle the volume.


“As with any industry, meeting today’s business
collaboration challenges requires a fundamentally new approach to how you
communicate. As a leading industry innovator in unified communications, we look
forward to working with The Red Sox to deliver advanced capabilities to help
them communicate more easily, efficiently and productively, while also
positioning them to deliver new fan amenities,” said Joel Hackney, senior vice president,
Global Sales and Marketing & president, Field Operations,


Avaya recently introduced
new services and capabilities to help businesses more effectively incorporate
social media into their customer sales and service strategy.


This announcement is part of Avaya’s launch of new
contact center solutions to help businesses drive competitively differentiated
customer experiences across an array of multimedia channels, including social


By Team
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