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Avaya Speeds Time-to-Web, Improves Process Efficiency, and Cuts External Vendor Costs by 75 Percent with Interwoven ECM

  • 30 August, 2005 11:53

<p>Global Software Leader Powers State-of-the-Art Sales Portal with Interwoven Web Content Management Solution</p>
<p>Sydney, Australia, August 30, 2005 – Interwoven, Inc. (Nasdaq: IWOV), provider of Enterprise Content Management (ECM) solutions for business, today announced that Avaya, a leading global provider of communications software, systems and services, has used the Interwoven Web Content Management (WCM) solution to enable more efficient, accurate and timely content creation for the company’s sales portal. The Interwoven WCM solution has made it possible for Avaya to serve up multiple versions of personalised content simultaneously across Avaya’s worldwide sales organisation, while greatly reducing both cost and headcount for supporting the portal.</p>
<p>As a company with long-established solutions, Avaya faced the challenge of managing content for current products and for hundreds of others that are no longer offered but still in use. In the past, synchronising the publication of personalised content across multiple channels proved to be a challenge given Avaya’s presence around the world, including sales offices in approximately 60 countries. Web publishing teams had to re-author content for as many as seven regional versions, as well as tailor views to different levels of partners delaying the roll-out of new information to some markets. Needing a better way to create and distribute personalised content to its partners, and make it more easily available to its own personnel, Avaya decided to roll out a new global sales portal.</p>
<p>Avaya’s choice of an ECM partner for its portal implementation was straightforward: beginning in 2002, the company had been using Interwoven’s WCM solution to roll out templates to enable business users to update Web content themselves without IT assistance. Last year, Avaya expanded this project into a full-fledged portal integration.</p>
<p>Following implementation, with the assistance of the Interwoven professional services team and systems integrator BearingPoint, Avaya launched its new sales portal in August 2004. Using the Interwoven WCM solution, each document is now authored once, then personalised, updated, localised and translated based on this shared version, rather than requiring multiple re-writes. Salespeople can use a simple, customised sales view to search for and pull exactly the content they need—from key features of current Avaya products to warranty details for sunset AT&amp;T products—quickly and easily, instead of having to dig through a 200-page document, as was done previously. Additionally, integration with Siebel eAdvisor makes it simple for salespeople to conduct detailed needs analysis based on a customer’s industry segment, size of business, and other factors prior to a sales call. In Phase II of its portal project, Avaya has begun releasing this same functionality via its extranet to business partners and selected customers, using Interwoven’s metadata capability to customise views to the specific needs of different audiences.</p>
<p>“Interwoven has made it possible for us to deliver personalised content to local markets throughout our organisation quickly, efficiently and in perfect synchronisation,” said Renee Rodgers, director of, Avaya. “Our sales partners now have easy access to timely content, helping them sell more effectively and improving satisfaction throughout our global channel.”</p>
<p>Avaya has achieved a dramatic return on investment from its Interwoven solution, including greater process efficiency and faster time-to-Web. As a result, the company has redeployed 90 percent of its publishing team and reduced the amount spent on publishing vendors by almost 75 percent over the past year. Moving forward, Avaya will extend its Interwoven implementation to encompass customer self-service; the first three customer extranets are planned this year, where customers will be able to review account information, trouble tickets, installation progress and other information—improving service while reducing the burden on Avaya’s call centres. Internally, Avaya will also roll out a global view of its sales portal and partner activities, bringing even more efficiency and control to a company that understands the true power of innovation.</p>
<p>“For large global enterprises, the need to personalise content to multiple local markets can multiply costs while making content parity difficult or impossible to achieve,” said Eben Miller, director, Web Content Management solutions, Interwoven. “Interwoven Web Content Management makes it possible for these companies to serve a large and diverse audience through a single, highly-efficient content creation platform, and keep their entire global sales organisation in synch and up-to-date.”</p>
<p>About Interwoven Web Content Management</p>
<p>The Interwoven WCM solution is based on Interwoven TeamSite software. The industry's most advanced content management software for the global enterprise, TeamSite enables organisations to manage mission-critical information and gain competitive advantage through the deployment of applications such as internally-facing intranets and employee portals, and external sites such as public websites, dealer portals, and extranets.</p>
<p>About Interwoven</p>
<p>Interwoven, Inc., provider of Enterprise Content Management solutions for business, enables organisations to unify people, content and processes to minimise business risk, accelerate time-to-value and sustain lower total cost of ownership. Interwoven delivers deep industry-specific solutions which reduce business process cycle time from initial collaboration through design, production, sales, marketing, legal review, IT and service. Interwoven leads the industry with a service-oriented architecture today and easy-to-use, best-in-class components and solutions. Today, over 3,300 enterprises, law firms and professional services organisations worldwide are Interwoven customers including BT, Ford, Freshfields Bruckhaus Deringer, General Motors, Jones Day, Motorola and Yamaha. Interwoven is headquartered in Sunnyvale, Calif., with offices around the world. For more information visit</p>
<p>Media Contacts:</p>
<p>Rob Stirling
Markom Marketing
+61 2 9977 8922</p>
<p>Andrew Antal
+61 2 9922 9700</p>

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