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Avaya Helps One of the Nation's Fastest-Growing Small

 Public Companies 
Communicate Critical Medical Information 

 - Bio-Reference Laboratories uses new Avaya IP telephony platform to improve 


              reliability, ensure business continuity and speed
                    responsiveness to healthcare providers
    


BASKING RIDGE, N.J., July 14 /CNW/ -- A new Internet
protocol (IP) telephony solution from Avaya (NYSE: AV), a leading global
provider of communications networks and services for businesses, is helping
Bio-Reference Laboratories (Nasdaq: BRLI) deliver potentially life-saving test
results to the healthcare providers it serves -- 24 hours a day, seven days a
week. 
Headquartered in Elmwood Park, N.J., Bio-Reference is the largest
independent clinical laboratory in the Northeast, serving physicians and other
healthcare providers in the region and providing focused specialty services
throughout the country.  In the June 7th issue of Business Week, Bio-Reference
was named #16 in the magazine's annual list of the Top 100 Hot Growth Stocks,
and in the July/August issue of Fortune Small Business, the laboratory was
named #6 in the magazine's annual list of the Top 100 Fastest Growing Small
Companies. 
When Bio-Reference outgrew its existing phone system, the company decided
the replacement not only needed to support additional capacity, it also had to
improve the continuity, consistency and speed of its customer service
operations. 
"Information is our product, and we have to assume that every phone call
and test result is a matter of life and death," said Richard Faherty, chief
information officer for Bio-Reference Laboratories.  "When we looked to
upgrade our communications network, Avaya shared our focus on customer service
and reliability, which were front and center in our decision-making process." 
"Our customer support and customer communications system is dependent upon
quality connectivity," according to Warren Erdmann, Vice President, General
Manager of the laboratory.  "After reviewing all of the alternative solutions,
we determined that our customers would be best served by going with the Avaya
solution." 
Bio-Reference turned to Avaya and its BusinessPartner, Rhyne
Communications, for a new converged network that could accommodate growth and
deliver the reliability and responsiveness the company demanded. More
importantly, the system would help enable the company to continue its delivery
of critical information, even if weather or other disruptions kept customer
service agents from traveling to work. 
The Avaya MultiVantage(R) Communications Applications suite -- including
the flagship Avaya Communication Manager IP telephony software, contact center
and messaging applications -- are now helping Bio-Reference Laboratories meet
its business objectives. 
With a vital need to be responsive regardless of weather, network or other
potential issues that might otherwise slow or halt the company's business,
Bio-Reference relies on an Avaya S8700 media server. Sold in pairs, the
redundant processors deliver business continuity features that enables the
company to maintain communications if the primary server is compromised. The
two servers mirror activity and information and can be separated by nearly
seven miles. The servers can accommodate the company's growth, supporting up
to 36,000 stations at a time or up to 1,000,000 stations on a distributed
network. 
Business continuity for Bio-Reference's critical mission is also supported
by an Avaya IP Agent contact center application. The application enables
customer service agents to access the company's network remotely and to field
customer calls through an on-screen interface when weather or other factors
keep them from the office. 
Avaya skills-based routing contact center software helps Bio-Reference
transform customer service operations with improved responsiveness and
resolution to customer inquiries.  Each call is matched with the agent best
able to handle the customer's inquiry.  Avaya Call Management System reporting
tools provide real-time visibility into the company's customer contact
operations and allow supervisors to monitor and manage a variety of
performance parameters - from number of calls waiting to average speed of
answer. Visual vectors make it simple to change how calls are routed as
customer demands evolve over time. 
The new Avaya IP network for Bio-Reference Laboratories was designed and
installed by Avaya Global Services, a team of more than 7,000 consultants and
professionals skilled in assessing, planning, designing, managing and
maintaining converged, multivendor voice and data networks around the globe. 


    
    About Avaya


Avaya Inc. designs, builds and manages communications networks for more
than 1 million businesses worldwide, including 90 percent of the FORTUNE
500(R). Focused on businesses large to small, Avaya is a world leader in
secure and reliable Internet Protocol (IP) telephony systems and
communications software applications and services. 
Driving the convergence of voice and data communications with business
applications -- and distinguished by comprehensive worldwide services -- Avaya
helps customers leverage existing and new networks to achieve superior
business results.  For more information visit the Avaya website:
http://www.avaya.com. 


    
    About Bio-Reference


The Company is the largest independent regional clinical laboratory in the
Northeast and has major market positions in physician offices, nursing homes
and correctional institutions. The Company is a full service clinical
laboratory with specialty capability, especially in the areas of genomics,
oncology, correctional health, and complimentary medicine. PSIMedica, a
business unit of the Company, is a clinical knowledge management (CKM)
organization offering an array of information solutions for reducing
healthcare costs and improving quality performance that are based on a
flexible, scalable software analytical engine that utilizes all available
source information, including claims data, enrollment data, prescription data
and laboratory data. The Company provides a comprehensive connectivity
solution to physicians, which includes disease management, laboratory
reporting and ordering, as well as claims and eligibility processing through
CareEvolve, its web-based healthcare portal http://www.bioreference.com 


    
    -0-                             07/14/2004


/For further information:  Media inquiries: Deb Kline of Avaya,
+1-908-953-6179,  klined(at)avaya.com, or Investor Relations: Matt Booher of
Avaya,  +1-908-953-7500, mbooher(at)avaya.com; or Kara Kelly of Bio-Reference 
Laboratories, +1-201-791-2600, kkelly(at)bioreference.com / 


    /Web site:  http://www.avaya.com
                http://www.bioreference.com /
    (AV BRLI)



CO:  Avaya
ST:  New Jersey
IN:  HEA MTC BIO CPR MLM NET
SU:   
-30- 
-0- Jul/14/2004 12:30 GMT
 
 
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