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Avaya Wins Sichuan Mobile Communication Call Center ExpansionProject

06-09-2003

Avaya China Co., Ltd., a subsidiary of Avaya Inc. (NYSE:AV), aleading global provider of communications networks and services forbusinesses, today announced that it has won the tender for theSichuan Mobile Communication Corporation (SCMCC) Call Center Phase2 Expansion and Dialing System Construction project.

Avaya China Co., Ltd., a subsidiary of Avaya Inc. (NYSE:AV), aleading global provider of communications networks and services forbusinesses, today announced that it has won the tender for theSichuan Mobile Communication Corporation (SCMCC) Call Center Phase2 Expansion and Dialing System Construction project.

For this project, the Avaya Predictive Dialing System (PDS) andNICE's recording equipment will be installed to provide a fullrange of services such as user-defined predictive dynamic, callresponse and outbound dialing. These state of the art applicationswill serve to advance SCMCC's service level and to raise the mobilecommunication industry's service capability.

With Avaya PDS, call center administrators will be able to keeprecords of every transaction, freeing them to supervise callpredictions and key in parameters. Simultaneously, it is equippedwith powerful management capabilities enabling the administratorsto test and correct errors in a timely manner.

Avaya, with its business partner, NSE Telecom Ltd, will provideSCMCC with network equipment and applications, including Avaya PDS,Avaya S8700 media server and NICE recording equipment to build alarge-scale call center with 500 seats. In this project, AsiaInfoCompany, a leading IT manufacturer, will be the systemintegrator.

"Avaya's PDS adopts an algorithm that is capable of identifyingand classifying call responses such as an answering machine, faxmachine, busy buzz, thus ensuring a highly efficient operation with25 per cent more accuracy than what's available in the market.Additionally, Avaya PDS is able to blend multiple outbound andinbound service calls in a single environment," said Zhang Zifan,manager of Avaya China Southwest Region.

The Avaya Communication Manager* runs on the Avaya S8700 MediaServer, equipped with industry-standard processors and operatingsystems, distributes powerful call handling capabilities and richcall handling functions. Its call handing capability is much morepowerful than the G3R at SCMCC. Together with the MultimediaContact Center, the S8700 can support up to 8,000 relays and 5,200seats.

To ensure that SCMCC will be able to provide better services,Avaya will be installing NICE's recording system in this project.NICE is one of the world's leading provider of recording systems.Their products support various kinds of recording patterns, such astotal recording, selective recording and recording on demand, whichare able to meet different user needs.

NSE Telecom Ltd is the first Avaya business partner in Chinathat not only provides and installs Avaya's products and solutionsbut also provides post sale service. NSE has worked with AT&T,Lucent Technologies and now, Avaya. Ninety five per cent of NSE'semployees are Avaya certified engineers while 50 per cent of theseengineers have been certified as senior engineers.

Mr. Zhang said: "In response to the market's call for highercustomer service levels, especially in the servicing of keyaccounts, SCMCC realised that it had to upgrade its legacy system.SCMCC's selection of Avaya's PDS solution will enable SCMCC to overtake its rivals in customer service."

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

* Avaya Communication Manager was formerly known as Avaya™MultiVantage Software.

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