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Avaya IP Telephony Case Study


As a global leader in enterprise communications systems this organization provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on this organization for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. To improve product adoption and maximize product utilization, the company sought to expand its global learning programs to both its channel partners and users.

Business Problem

How to Deliver More Training Without Adding Expensive Full-Time Staff Overhead

The communications company needed a means to be able to provide a cost effective training solution not only to its worldwide user community, but also to its channel. With the complexities of its products growing, and the desire to improve its bottom line, the company struggled with how it could continue to offer quality learning deliveries without incurring the high overhead costs of adding full-time staff trainers, coupled with the time consuming administrative tasks and expenses of handling international trainer logistics.

TTA Solution

Identify and Deploy Experienced Trainers in IP Telephony and VILT with No Upfront Investment

TTA Trainer Consultants worked closely with the client to assess their current and future needs, logistical challenges, and mandatory trainer requirements. With the help of TTA’s proprietary ERP/CRM system, the TTA Team developed a solution that included several trainers possessing the exact skill-sets required, including professional IP Telephony experience in enterprise communications and expertise in both Instructor-Led training (ILT) and Virtual Instructor Led Training (vILT).

Business Results

The company has been able to continue delivering high quality training to its end users and channel at a cost that has vastly improved their ROI in Learning and Development. TTA instructors currently conduct 6-9 VILT classes per month, delivering training from both the U.S. and Germany and are presently delivering ILT classes in the following areas: System Manager, Session Manager Design, Application Enablement Services Design, Unified Messaging Design, UC All Inclusive Design, Call Center Implementation Workshop, CMS Installation & Maintenance, Application Enablement Services Implementation and Administration, Customizing CMS Reports Workshop, and Solution Pillar IP Telephony.