Avaya (NYSE:AV) PeopleSupport Partnership Press Release

PeopleSupport Uses Avaya IP Agent Software to Increase Contact Center Capacity And Drive Customer Satisfaction

Customer Relationship Service Provider Integrates Avaya IP Agent Remote Access

Software Into Existing Avaya Internet Protocol (IP) Network to Enhance Service And Control Costs

    BASKING RIDGE, N.J. and LOS ANGELES, Dec. 5 /PRNewswire/ -- Avaya Inc.,

(NYSE: AV) a global leader in corporate networking solutions and services,

today announced that PeopleSupport, Inc., a customer relationship management

services company, is expanding its contact center capability by integrating

Avaya(TM) IP Agent software into its existing Avaya Enterprise Class IP

Solutions (ECLIPS) communications network.

    PeopleSupport provides enterprises, including many Fortune 500 companies,

with multi-channel, outsourced customer care solutions using voice over

Internet Protocol (VoIP), voice, email, web collaboration, chat and knowledge

management technologies. PeopleSupport also helps businesses create their own

contact centers by providing strategic consulting services and leading edge

hosted CRM technologies.

    To meet increasing demand for its offshore customer care outsourcing

services, PeopleSupport added capacity to its Asia-Pacific operations in the

Philippines by integrating Avaya IP Agent into its existing IP network

infrastructure to achieve the highest toll quality voice compression and call

management capability.  PeopleSupport chose Avaya IP Agent remote contact

center application to enable its agent positions in Manila to serve clients,

without the cost of additional on-site network equipment or administration,

and without compromising customer care service levels.

    "PeopleSupport needed the most reliable voice platform capable of

supporting a complex virtual call center environment.  We initially invested

in an IP-enabled network from Avaya to realize cost savings from converging

voice and data on one globally accessible and integrated network," said

Abby Hossein, senior vice president of worldwide technology and CIO,

PeopleSupport. "We found that Avaya's IP solution was more scalable and

reliable than other solutions on the market.  By integrating Avaya IP Agent

into its infrastructure, PeopleSupport will achieve the most flexible virtual

call center capability at the most cost effective price point without the need

for integration of complex third party virtual routing products."

    Avaya IP Agent is a remote access contact center application that works

through a customer service agent's personal computer, allowing the agent to

connect to the corporate network from any location and provides access to

incoming service calls, customer information and reporting tools.  Whether an

agent is working from home or a remote office location, they have access to

the full range of Avaya communications capabilities using an intuitive

on-screen interface.

    "Avaya IP Agent was designed to help companies increase contact center

capacity quickly and efficiently by offering home- and remote-based workers

capabilities that mirror the functionality of an on-site agent," said

Jim Smith, vice president, Avaya CRM Solutions Management, Avaya.  "By

leveraging existing IP investments, companies like PeopleSupport are showing

how communications technology can create a time-to-market advantage."

    About Avaya Customer Relationship Management (CRM) Solutions

    The Avaya CRM portfolio offers solutions in three categories of expertise:

The Avaya Interaction Management Solutions(TM) suite, including Avaya IP

Agent, offers integrated communications and knowledge bases for self-service,

inbound and outbound customer interactions, with support for multi-channel

communications, such as Web chat, e-mail, voice, fax and browser-based

collaboration; the Avaya Commitment Management Solutions(TM) portfolio helps

companies meet customer commitments by distributing, tracking and measuring

work within and beyond the enterprise; and the Avaya Business Intelligence

Solutions(TM) suite captures and presents data from customer interactions and

enterprise systems, helping companies to better know customers and optimize

resources.

    About Avaya

    Avaya, headquartered in Basking Ridge, N.J., is a leading global provider

of communications solutions and services that help businesses, government

agencies and other institutions excel in the customer economy.  Avaya offers

Customer Relationship Management Solutions, Unified Communication Solutions,

Hosted Solutions, MultiService Networking Infrastructure, and Converged Voice

and Data Networks -- including the company's no-compromise Enterprise-Class IP

Solutions (ECLIPS) -- all supported by Avaya Services and Avaya Labs.  Avaya

is the worldwide leader in unified messaging, messaging systems, call centers

and structured cabling systems. It is the U.S. leader in voice communications

systems and services.  Avaya is an official sponsor for the 2002 FIFA World

Cup(TM), the 2003 Women's World Cup and the 2006 FIFA World Cup(TM)

championships.  For more information about Avaya, visit its Web site at

http://www.avaya.com/ .

    About PeopleSupport

    PeopleSupport enables companies to offer multi-channel Web-supported

customer care with a complete view of customer interactions through its CRM

platform and its advanced global contact centers. The company can provide

clients outsourcing services or help them achieve bottom line results in their

own contact centers. PeopleSupport's clients include leading Fortune 500

companies and Internet based ebusinesses. PeopleSupport has received venture

financing from many leading financial and strategic investors including Accel

Partners, Benchmark Capital, Cambridge Technology Partners, Hewlett-Packard

Company, idealab Capital Partners, Meritech Capital Partners, Rustic Canyon

Group, and Siebel Systems, Inc. For more information, visit

http://www.peoplesupport.com .

    NOTE:  All trademarks identified by the (R) or (TM) are registered

trademarks or trademarks, respectively, of Avaya Inc.  All other trademarks

are the property of their respective owners.