Today, Continuant maintains all of Merck’s Avaya systems, and has done so since 2016. Merck knows that working with Continuant also means that there will be “no pressure to upgrade” its Avaya systems and that Continuant will offer the best solutions for Merck, based on the company’s needs.
In addition, Merck cites both the high level of service and the cost-saving benefits of working with Continuant. Merck has realized a 60 percent cost savings over the OEM by having Continuant maintain and support its Avaya systems.
To support this global medical mission, Merck had more than 30,000 users on an Avaya system. As with many Avaya customers, Merck began looking to implement a UC solution. To complete this transition, it needed the proper insight and support, something it worried Avaya would be unable, or rather, unwilling to provide. Seeking the counsel of other pharmaceutical companies, a source at Bayer Corporation (a Continuant customer since 2007) set them in the right direction.