View All News

Avaya Awarded Project To Develop A Multimedia Integrated ContactCentre For United Overseas Bank Limited


Avaya Inc. ("Avaya") (NYSE:AV), a leading global provider ofcommunications networks and services for businesses, recentlyannounced that it has been awarded the project to develop aMultimedia Integrated Contact Centre for the Singapore operationsof United Overseas Bank Limited ("UOB").Avaya Inc. ("Avaya") (NYSE:AV), a leading global provider ofcommunications networks and services for businesses, recentlyannounced that it has been awarded the project to develop aMultimedia Integrated Contact Centre for the Singapore operationsof United Overseas Bank Limited ("UOB").

UOB is Singapore's second largest local bank. Its vision is tobe a premier bank in the Asia-Pacific region, committed toproviding quality products and excellent customer service. Over theyears, its strong financial performance and commitment to providequality services has led to a series of accolades and awardsreceived from leading financial publications, including 'Bank OfThe Year — Singapore' (The Banker — Awards 2002 and 2003) and 'BestLocal Bank — Singapore' (FinanceAsia — Country Awards ForAchievement 2002 and 2003).

This project ("UOB Project"), valued at USD1 million includingservices, was clinched after a stringent six-month selectionprocess involving a number of global vendors.

The UOB Project is one of the Bank's key initiatives in offeringa unique and personalised experience to its enlarged base ofcustomers, following its successful acquisition ofSingapore-incorporated Overseas Union Bank in 2001.

UOB will use Avaya Interaction Centre ("Avaya IC"), amultimedia-enabled platform that provides consistentpersonalisation, routing, and management of customer interactionsacross all communication channels, including inbound and outboundvoice and email. The platform enables UOB to swiftly directcustomers to staff who will, in turn, have full 'pop-up'information of customers' past transactions. Service quality isenhanced by reducing customer waiting time and equipping staff withthorough information to provide personalised service.

Avaya IC will integrate UOB's existing Avaya Call CentrePlatform, Avaya Interactive Response Platform, and Siebel eBusinessApplications to address the specific needs of UOB's contact centre.The new platform enables the Bank to swiftly migrate its businessesbeyond the basic level of content-based and transaction-basedinteractions to a personalised, relationship-based communicationand collaboration mode for improved efficiency and long-termcustomer loyalty.

UOB will also leverage on Avaya's patented advance routingtechnology, Avaya Business Advocate ("Avaya BA"), to manage itscontact centre's resources efficiently. Unlike standard callrouting, Avaya BA analyses events in the contact centre toproactively respond to upcoming issues with existing resources —before these issues occur.

Ms Susan Hwee, Executive Vice President of InformationTechnology, UOB, said: "We aim to offer our customers a uniqueexperience in their interactions with us by employing world-classtechnology to help provide an efficient, reliable and secureconverged communication system and call centre. We decided toupgrade and expand our existing Call Centre platform to support thegrowing needs of the Bank and its customers. We chose Avaya as itoffered us a very robust, resilient and sophisticatedsolution."

Both Avaya and UOB recognise that a high standard of customerservice is critical for the success of any financial servicescompany. Working in partnership with UOB, Avaya is committed tocreating a new breed of next-generation communication solutions forthe Bank that will improve customer satisfaction and businessresults through contact centre solutions and mixed mediacommunications capabilities that integrate voice, email andfax.

Mr Tom Cheong, Managing Director, ASEAN, Avaya, said: "We aredelighted that UOB has chosen to standardise its call centrerequirements on Avaya's proven technology. Our ability to tailorsolutions to their unique needs demonstrates our commitment toprovide industry leading solutions that deliver superior returns oninvestment, profitability and competitive advantage."

"The UOB Project also gives Avaya yet another great opportunityto demonstrate our capability to extend the useful life of legacysystems and give them renewed relevance in the rapidly convergingworld of voice and data networks — thus protecting customers' priorinvestments in communication networks."

Cheong added that key winning factors were Avaya's ability tomeet UOB's stringent specifications for a multimedia contact centreand a technology partnership that will proactively grow with theneeds of UOB's customers in Singapore and the region.

About United Overseas Bank Limited
United Overseas Bank Limited is the second largest local bank inSingapore, providing a wide range of financial services through itsglobal network of more than 245 branches, offices and subsidiariesin 18 countries and territories in the Asia-Pacific region, WesternEurope and North America. UOB's mission is to be a premier bank inthe Asia-Pacific region, committed to providing quality productsand excellent customer service.

The UOB Group recorded a profit growth of 15.1% for 2002, withNet Profit After Tax reaching SGD1.064 billion. Its ROE (excludinggoodwill) stood at 9.8%. Group total assets were SGD107.5 billionand Group shareholders' funds were SGD12.7 billion as at 31December 2002.

The Bank is rated among the world's top banks by Moody'sInvestors Service, receiving B+ for Bank Financial Strength, andAa2 and Prime-1 for long-term and short-term deposits respectively.For more information, visit UOB's Web site at

About Avaya
Avaya Inc. designs, builds and manages communications networks formore than 1 million businesses worldwide, including 90 percent ofthe FORTUNE 500®. Focused on businesses large to small, Avaya is aworld leader in secure and reliable Internet Protocol (IP)telephony systems and communications software applications andservices.

Driving the convergence of voice and data communications withbusiness applications — and distinguished by comprehensiveworldwide services — Avaya helps customers leverage existing andnew networks to achieve superior business results. For moreinformation visit the Avaya Web site:

Categories: Press Releases
View All News