Avaya Inc. is an industry leader in computer networking, information technology and global telecommunications. Providing contact centers, networking, unified communications and collaboration systems, and integrated hardware/software video products, Avaya has offices located in over 145 countries worldwide.
Bell, AT&T, Lucent, LG, Nortel. With this type of pedigree and dedication to its clients’ communication success, it’s reasonable to assume that Avaya’s Threat Assessment systems would be driven by leading edge technologies. The reality was a basic hotline and incident management service. Bill Parkin, Senior Manager of Physical Security and Threat Assessment, found himself compiling data from disparate information systems, resulting in a ponderous reporting process and a huge waste of time and effort for his team.
Threat assessment is a critical job function that requires complete, detailed data to identify, manage and resolve incident reports. With global operations to analyze, a significant part of the threat management process at Avaya relies on the ability for stakeholders to report concerns and issues. “Our old system was an administrative challenge; we had to do a lot of work before seeing data that provided real value.” It was vital that Threat Management team have the ability to capture incoming data in a way that would provide maximum visibility and one-click reporting.
After conducting extensive research, Avaya participated in a demo with NAVEX Global and selected Issue and Event Manager as the ideal solution to Avaya’s challenges.
Solution: EthicsPoint Incident Management
During the implementation, Bill worked with NAVEX Global to set up the system for maximum efficiency at Avaya. The enterprise level of Issue and Event Manager became a central database for any reported concerns or risk issues. Bill remembers that the implementation process was pain free, and the corporate security team was relieved of a significant amount of maintenance and IT support. “NAVEX Global eliminates all of the administrative work on the back end, unifying the various systems and processes we used to manage – and pay for – separately.”
“NAVEX Global has helped reduce cost substantially. We eliminated excess spending on scattered programs and increased efficiency by switching to a single, central system.”
Bill Parkin Senior Manager of Physical Security and Threat Assessment Avaya, Inc.
Rather than following a lengthy, complicated process, all new reports are entered into the NAVEX Global system and automatically routed to the appropriate person. Avaya has been able to create new workflows and processes that improve oversight capabilities. Analytics tools are available for Bill’s team to evaluate and improve those processes moving forward, and to produce reports for the audit and compliance committees. “The process is efficient, easy and fully customizable. We have complete control over the content and look of the system, but it is all hosted and supported on NAVEX Global’s secure servers.”
At a company that provides technology-based business solutions, incident management should be better than manual data entry and spreadsheet-sorting among scattered processes and systems. As Avaya began using Issue and Event Manager for compliance and security concerns, the results have been both ethically and pragmatically good business, realizing:
- Increased process efficiency for risk management
- Reduced costs on maintaining multiple disparate systems
- Better alignment with Avaya’s commitment to “Operating with Integrity”
About NAVEX Global, Inc.
NAVEX Global’s comprehensive suite of ethics and compliance software, content and services helps organizations protect their people, reputation and bottom line. Trusted by 95 of the FORTUNE 100 and more than 12,500 clients, our solutions are informed by the largest ethics and compliance community in the world.