Avaya Innovations 2 - Manual (Page 29)

Risk Metrics Group
An intelligent communications solution by Avaya and Juniper Networks
RiskMetrics Group (RMG) is a financial risk management firm that provides financial analytics and
wealth management solutions to hundreds of financial institutions, corporations and central banks
worldwide. Formerly a division of JP Morgan, RiskMetrics Group became an independent company in
1998. The company is headquartered in New York City, with 11 offices worldwide, including London,
Tokyo and Singapore. For more information, visit www.riskmetrics.com.
Challenge
RiskMetrics wanted to connect the company’s offices as a virtual enterprise for improved internal
communications and collaboration, faster and more attentive client service, and enhanced disaster
recovery plans that would keep the company’s worldwide operations running in the event of an
emergency.
Solution
RiskMetrics chose an Avaya IP Telephony Solution with Avaya MultiVantage ® Communications
Applications for improved business continuity and mobility. More than 300 RMG employees use
the Avaya 4600 Series IP Telephones and more than 150 employees use Avaya IP Softphones for
increased mobility, turning laptops into telephones wherever there’s connectivity. Avaya Modular
Messaging provides productivity enhancing functionality to all users. Juniper Networks firewall
solutions ensure secure operations for RMG. With its headquarters located just four blocks from
“Ground Zero” in New York City, RMG understands the value of a disaster recovery plan. The Avaya IP
Telephony Solution gives RMG confidence that its disaster recovery plan can be executed successfully
with Avaya survivable servers in multiple U.S. locations to provide back-up in the event of an outage in
New York.
Results
Increased responsiveness with clients
▶
. The Avaya IP Sofphone and Avaya Modular Messaging keep
highly mobile staff members constantly “in touch” with their clients to provide very personalized,
attentive support.
Superior customer support
▶
. RMG now provides customer service 24x7 by directing incoming calls to
four operations groups at locations around the world based on time of day.
Enhanced collaboration
▶
. With the Avaya IP Telephony Solution, all RMG employees can simply
dial four digits to be connected with each other for easier communication and collaboration. Avaya
Modular Messaging provides centralized voice messaging to anyone on the network.
More agile, secure and reliable operations
▶
. The redundant Avaya servers and gateways ensure
business continuity in the event of a prolonged power outage or an emergency situation.
Flexibility and scalability for the future
▶
. As RMG continues to grow and expand into other markets,
the Avaya IP Telephony-based communications solution will grow with the company, maximizing the
return on investment by enabling RMG to build on its existing communications infrastructure.