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Avaya Wins Industrial Bank Integrated Call Center Tender

11-12-2003
  • Converged System and Multimedia Call Center connect automaticvoice response systems of more than 20 branches and add livecustomer service agents or expert agent services for bettercustomer experience.

Avaya Inc. (NYSE:AV), a leading global provider of communicationsnetworks and services for businesses, recently announced that ithas won the tender for the "Construction of IP Telephony System andCall Center for Industrial Bank Co. Ltd." project.

Avaya Inc. (NYSE:AV), a leading global provider ofcommunications networks and services for businesses, recentlyannounced that it has won the tender for the "Construction of IPTelephony System and Call Center for Industrial Bank Co. Ltd."project.

Industrial Bank has more than 20 branches countrywide that uselong distance phones for their internal voice communications.Nationwide customer services are provided via automatic voiceresponse systems. There are currently several dozens of unitslocated in different branches. To improve service quality andreduce costs Industrial Bank decided to adopt Avaya's contactcenter solutions.

Avaya will deploy network equipment and application systems fromits MultiVantage™ Communications Applications portfolio to helpIndustrial Bank set up a smooth, efficient and multifunctionalinternal enterprise voice and data communications network. Thesystem will connect all automatic voice response systems of thebranches and add live customer service agents or expert agentservices. This converged voice communications system among thebranches will allow networked multimedia call centers to be setup.

The project uses Avaya S8700/S8300 Media Servers, AvayaG600/G700 Media Gateways and Avaya IP terminals, which are keycomponents of the Enterprise Class IP Solutions (ECLIPS) fromAvaya.

As an essential part of Avaya's ECLIPS, the Avaya IP terminalswill bring the comprehensive features and functions of AvayaCommunication Manager IP Telephony software directly to thedesktop, and provide efficient centralized call-handling which canbe distributed across persified multi-protocol networks. It canhelp to increase staff productivity and reduce operating costs.

Based on industry-standard processors and operating systems, theAvaya S8700 Media Server delivers maximum processing power, andprovides the capability to increase the call center's function andthe ability to upgrade converged communications when combined withthe Avaya G600 Media Gateway and supported by the powerful AvayaCommunication Manager. The Avaya S8700 Media Server deliversexceptional 99.9% reliability with duplicated Intel servers runningLinux teamed with the Avaya G600 Media Gateway. It is perfectlyapplicable for the construction of large multimedia call centers inthe financial industry.

To support the media server application in the "Construction ofIP Telephony System and Call Center for Industrial Bank Co. Ltd."project, Avaya will deploy Avaya Media Gateways, another majorcomponent of ECLIPS. These stackable modular hardware elementsenable Industrial Bank to streamline data, voice, fax and messagingover a converged network. They also support bearer and signallingtraffic routed between packet-switched and circuit-switchednetworks, thereby providing Industrial Bank with safer and morereliable converged network solutions.

Huang Lei, General Manager of Avaya South China, said: "Avayahas strong technological expertise in converged communications andCRM construction. It has been the focus in our efforts to buildseamless, safe and highly efficient operating networks toconveniently and economically provide our customers in China withvalue-added advantages. It is just what they need to be morecompetitive."

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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