Johannesburg, 10 Feb 2006
Avaya Inc (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that Xinjiang Unicom has adopted Avaya IP Contact Centre solution to provide unified and timely services to its users across Xinjiang Uygur Autonomous Region, largest in area in all the province-level administrative regions of China. Xinjiang Unicom has 1.89 million of mobile phone subscribers, in addition to clients in other business segments.
Together with its business partner, Huapu Information Technology Co, Ltd, Avaya helped Xinjiang Unicom to migrate its contact centre to an IP platform, seamlessly connecting the headquarters in Urmuqi and 16 other major offices in the region.
As a result, clients are able to enjoy consistent services no matter where they are, and through any channels. The contact centre has 300 seats and can handle approximately 150 000 calls each day. Xinjiang Unicom is the provincial branch company of China Unicom, one of China`s largest telecom service providers.
Xinjiang occupies about one-sixth of China`s territory, and there are dozens of ethnic groups who may speak different languages. It has been a significant challenge for Xinjiang Unicom to provide unified services to its fast expanding user base across this vast area, and in their preferred languages and channels. The company decided to go for IP communications technology, and Avaya was selected for its rich experiences in the IP contact centre segment, and its ability to provide tailored solutions to meet customers` requirements.
With the help of IP communications technologies, Xinjiang Unicom can now centrally manage its distributed contact centre from the headquarters, enabling resources sharing among all the sites, and thereby enabling timely and high quality client services. No matter where the customers call, they will be routed to the right agents who provide the right services.
"Avaya is committed to bring leading communications technologies to the contact centres of enterprises to enhance customer services and productivity. Many companies in China have successfully deployed Avaya IP Contact Centre solutions, and in return have become more agile and competitive in the marketplace," said Pan Xiaoping, Deputy General Manager of Regional Sales, Avaya China.
Enterprises in China have begun to realise the benefits of IP contact centres. According to a recent study conducted by Frost & Sullivan, nearly 40% of the contact centre decision-makers polled in China are exploring to adopt advanced IP-based contact centre solutions as their next technology investment.
"Successful deployments of IP-based communications solutions in many enterprises have accelerated the adoption of IP in the contact centre space. Advanced IP-based contact centre solutions from leading players, such as Avaya, offer contact centres the prospects of better customer service, better ROI, easier network management, seamless delivery of application and the availability of a wide-ranging suite of applications," said Xie Linxi, research analyst at Frost & Sullivan Asia Pacific.
The Avaya Call Management System was also deployed in the headquarters of Xinjiang Unicom, with which the company can effectively monitor and optimise the performance of the whole contact centre. The company can view live, real-time information of the contact centre operation and can also use historical reports to analyse trends, establish performance benchmarks, and plan new marketing or customer service campaigns.
The Avaya solution also comprises of Avaya S8700 media server and G650/G700 media gateways.
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