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	July 23, 2009 Case Study: For Avaya, Customers Are Not A Token Consideration A Plug-And-Go Smart Token Combines With PKI For Security And Auditability by Bill Nagel with Robert Whiteley, Margaret Ryan

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Executive Summary

Rick Robinson at Avaya had a vision for a multifunctional second-factor authentication credential that would satisfy customer compliance requirements without significant adverse effects on his engineering and technical support staff. By testing how well the credential choice resonated with customers, identifying the most compelling internal marketing message, clearly understanding the user impact, and maintaining a dogged commitment to the project, Robinson ensured that these personnel are working successfully with a solution that pleases customers and has set the stage for companywide multifactor authentication (MFA) at Avaya.

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