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Avaya Wins Tender for Jiangsu Provincial Taxation Bureau '12366Call Centre' Project – The First Large-scale CRM/Call CentreProject of its Kind for a Chinese Government Department

09-08-2003
  • Offers taxpayers a standardized, convenient and quick electronicchannel for multi-aspects reporting, claims and other tax-relatedmatters

Avaya Inc., a leading global provider of communications networksand services for businesses, announced that it had won the tenderfor the "12366 Call Centre for Jiangsu Provincial Taxation Bureau"project.

Avaya Inc., a leading global provider of communications networksand services for businesses, announced that it had won the tenderfor the "12366 Call Centre for Jiangsu Provincial Taxation Bureau"project.

The project is China's first large-scale CRM/Call Centre projectof its kind for a Chinese government department. It is a cleardemonstration of electronic government (E-Government) advantages byoffering taxpayers a standardized, convenient and quick electronicchannel for multi-aspects reporting, claims and other tax-relatedmatters.

Avaya will provide complete call centre solutions for the 12366systems of the 13 municipal centres and the provincial centre forthe Jiangsu Provincial Taxation Bureau. Jiangsu province is locatedin East China and covers an area of more than 100,000 squarekilometers, with a population of 65,350,000. The population densityis the highest in China.

Avaya's call centre solutions have been very popular in thefield of E-government tools and applications and this successfultender further affirmed Avaya's strong position in the China marketfor its contact centre technology.

"As a leading global CRM provider, Avaya enjoys tremendousadvantages in the field of call centre. Up till now, we have set up22,000 call centres around the world," said Zhang Huan, Avaya'sEast China Sales Manager. "Through the Avaya call centre solution,the user can easily accomplish deployment of IP Telephony on aprovincial level, which improves work efficiency as well as saveson the cost of telephone calls. This has set a very good referencemodel for other government departments."

Mr. Chen Jinghua, director of this project under the JiangsuProvincial Taxation Bureau, said: "The main reason we chose Avayawas that we were impressed by Avaya's Automatic Call Distribution(ACD) functions and Business Advocate solution, which are leadingtechnologies in the world. Because of the special characteristicsof this area, the project needs a sophisticated solution foragents' allocation."

"The flexible IP telephony solution and practical IP remoteagents of Avaya effectively meet this need. Using Avaya's callcentre solution, we have not only set up for tax payers aconvenient and quick electronic channel for multi-aspects reportingand claims and other tax-related matters, but also standardized theservice procedure and established a complete services system withgood service ideas and comprehensive information. In this way, wehave established a brand new image for the taxationadministration," added Chen.

The solution package includes 14 Avaya DEFINITY® EnterpriseCommunications Servers (ECS), all running Avaya Computer Telephony(CT) software to enable Computer Telephony Integration (CTI), 52Avaya IP Agents for remote users and over 150 agent licenses. Usingthese Avaya advanced products, the Jiangsu Provincial TaxationBureau will set up a unified electronic taxation portal andgradually include all the user entry portals of Jiangsu Province'surban land tax applications into one platform.

The chosen Avaya DEFINITY ECS platform incorporates up-gradableprocessors, advanced operating systems, unified software structure,open ports and distributive processing functions and supports asmany as 25,000 extensions, helping the bureau attain the level ofmulti-national corporation (MNC)-class multimedia networks andsupports client service functions. Besides, it provides nearly 200calling functions, including abbreviated dialing, conferencing,comprehensive phonebook, call coverage, and integrated incomingtelegram display.

The Avaya CT software converges telephone and datacommunications. The main function of CTI Server is to synchronizevoice and data to provide better services by connecting to themaster set and PC. The so-called 'agent' comprises a computer (orterminals) and a telephone. The computer is connected with theintranet and the operator uses earphones to receive calls. The LCD(Liquid Crystal Display) on the phone and the wallboards displaythe real time statistics from the client service centre.

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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