Avaya, Inc.

Validating Service Technicians

Avaya
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A global leader in secure and reliable Internet Protocol telephony systems and communications software applications and services, Avaya, Inc. serves more than one million businesses. When the company embarked on the design of a new identification and authorisation mechanism for its sizable technician workforce, critical success factors were to ensure security and integrity, as well as gaining full customer acceptance and comfort with the proposed solution. VeriSign® Managed PKI (MPKI) and VeriSign® Unified Authentication (UA) with VeriSign Multipurpose Next-Generation Tokens® helped Avaya achieve this, and more.


Quote

Many vendors make sweeping claims, but VeriSign was the only company that could truly provide the whole package&endash;they validated our faith in being able to deliver and clearly demonstrated leadership on multiple fronts


Rick Robinson,
Senior Security Architect and Customer Security Advocate,
Avaya, Inc.

Challenges

  • The company is developing a new management infrastructure module architected to facilitate convenient identification and authorisation of the 7,000 Avaya technicians accessing customer systems and data.
  • It requires a cost-effective solution with sufficient flexibility and scalability to accommodate the dynamic needs of a rapidly growing customer base.
  • Avaya needed the implementation to impose nominal overhead on customers, and be manageable for technicians.
  • It desired the proposed solution to have sufficiently obvious and compelling benefits to completely overcome any potential issues or concerns that might be raised.

Solution

Results

  • Customers will be provided with auditable two-factor authenticated access of each Avaya technician who will be uniquely identified.
  • Avaya will significantly reduce administrative overhead, its customers will not be burdened with traditional chores associated with managing identities, and ongoing support is extremely cost-effective.
  • Avaya's partnership with VeriSign should prove to provide a powerful benefit to clients basing buying decisions on data integrity and security.
  • The benefits of this solution are irrefutably obvious to customers -- immediately instilling comfort and confidence in the implementation.