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Avaya Korea Announces New And More Efficient Avaya™ PredictiveDialing System Solution To Reach Customers

05-13-2003

The Korean subsidiary of Avaya Inc. (NYSE:AV), a leading globalprovider of communications networks and services for businesses,today held 'Avaya PDS Seminar' at the Grand InterContinental Hotelwhere it announced a new version of Avaya PDS, an outbound dialingsolution that enables call center agents to reach more customersefficiently.

The Korean subsidiary of Avaya Inc. (NYSE:AV), a leading globalprovider of communications networks and services for businesses,today held 'Avaya PDS Seminar' at the Grand InterContinental Hotelwhere it announced a new version of Avaya PDS, an outbound dialingsolution that enables call center agents to reach more customersefficiently.

As the importance of a call center as a marketing tool forrevenue generation increases, Avaya Korea organized the Avaya PDSSeminar to provide guidelines on how companies can deploy andoperate call centers successfully, in particular, outbound callcenters. The seminar showcased the latest call center market trendsand outlook and highlighted the strategic operation of call centersfor businesses along with the introduction of Avaya CRM portfolioand new Avaya PDS v.12.

Avaya PDS allows businesses to efficiently interact with theircustomers by increasing the number of right party connects. Newlyannounced Avaya PDS v.12 has a multi-dialing capability thatenables several PDSs to share and call the customers' telephonenumber list. New Avaya PDS supports easy integration withthird-party software and is able to manage up to 1,000 agentsthrough one application.

The Avaya PDS can place up to 130,000 calls per hour and itsvoice detection maximizes live-voice connections eliminating up to97% of busy signals, answering machines, voice mail, unansweredcalls, pagers, fax machines, modems, and operator intercepts. Thesystem is up to 25% more accurate than other predictive dialingsystems.

Dinesh Malkani, Managing Director, Avaya Korea said, "With thegrowing recognition by businesses of the importance of CRM(Customer Relationship Management), companies are introducing morecall centers each year. So it's timely for businesses to considerhow they can leverage call centers to generate profits. One way isto install the Avaya PDS solution. With proven performance andcapabilities, this solution enables more active customer servicesand sales. The advances in Avaya PDS will allow businesses tooptimize call center resources and enhance business efficiency andcompetitiveness."

Avaya outbound dialing solution ranks first in both global andKorean markets capturing 49 percent (Frost & Sullivan, July2002)* and 42.6 percent (Frost & Sullivan, October 2002)**respectively.

The Avaya PDS is available through Avaya's localBusinessPartners Locus and Hansol Telecom.

Source:
*According to a report issued by industry analyst firm Frost &Sullivan in July 2002, Avaya led in all geographic regionsmeasured, including North America, Europe, Asia Pacific and LatinAmerica, capturing 49 percent of the overall world market.
**Strategic Analysis of the South Korean Contact Center Market,Frost & Sullivan September 2002.

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: http://www.avaya.com

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