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Indonesia's First Multimedia Convergence Contact Center Launched byPT Indosat with Avaya Technology

10-09-2003
  • IndosatM2 Contact Center, first such center in Indonesia withmultimedia features is operated by PT Indosat Mega Media, asubsidiary of PT Indosat; one of the largest telecommunicationoperators in the country

Avaya Inc. (NYSE:AV) a leading global provider of communicationsnetworks and services for businesses, has announced the launch ofthe Indosat Mega Media (IndosatM2) Contact Center, the first AvayaMultimedia Contact Center of its kind in Indonesia. PT Indosat isone of the largest telecommunication operators in the country.

Avaya Inc. (NYSE:AV) a leading global provider of communicationsnetworks and services for businesses, has announced the launch ofthe Indosat Mega Media (IndosatM2) Contact Center, the first AvayaMultimedia Contact Center of its kind in Indonesia. PT Indosat isone of the largest telecommunication operators in the country.

The contact centre (www.indosatm2.com) wasinstalled by Avaya BusinessPartner, PT Jaya Teknik Indonesia,competing against vendors such as Siemens, Nortel and Telaccess, towin the contract.

"Our Multimedia Contact Center today is in full operation,concurrently with the launch of our head office in Jakarta. Thisfacility with full features is a realization of our commitment toenhance the quality of our customer service," IndosatM2's Director,Brata T. Hardjosubroto said.

"We strive to provide a breakthrough in our Contact CenterService by providing access whether through voice or data. Thisallows our customers to choose the media with which they cancontact IndosatM2. This also enables a reduction in the use oftelephone lines which are limited," said Susilo Dwi Wiyanto,IndosatM2's operational director. He added that IndosatM2 hasappointed PT Jaya Teknik Indonesia and Avaya because they canprovide the solution that matches the needs and also because oftheir experience.

The Avaya Multimedia Contact Centre technology available atIndosatM2 Contact Centre includes web-chat and a total of 316 portsconsisting of analog, digital and IP endpoints.

Avaya Multimedia Contact Center, which is powered by AvayaInteraction Center and Avaya Operational Analyst softwareapplications, enables enhanced interactions by linking multimediacommunications channels with inbound and outbound customer contactsystems and by integrating self-service and assisted-servicecommunication through an agent. The Avaya solution also supportscontinuous business improvement within contact centers throughreal-time and historic analysis of customer communications, agentscripting capabilities and knowledge base management for consistentand effective service and sales.

"Multimedia Contact Center IndosatM2, with a single windowapplication for phone, web/chat, e-mail and fax on demand. It willbe present at every CSO's workstation which is integrated with thecustomer's database so that it would make it easier and acceleratethe real-time interaction between CSOs and customers, thereby alsoproviding a Customer Relation Management function. Each interactionof data is automatically arranged in the reference, analysis andreporting so that it becomes a part of the customer intelligencewhich can be used to enhance the service quality today andtomorrow, as well as a Marketing initiative," said Nuniek Hendarti,Manager Contact Center IndosatM2.

Multimedia Contact Center is designed to integrate enterprisedata from various sources, which can be efficiently tapped by salesand service agents who need ready access to crucial customerinformation. The solution allows businesses to seamlessly managecustomer interactions across communications channels and contactcenter locations, implement customer segmentation for morepersonalized service and to flexibly tailor operations to meetspecific service and sales goals. Data about each interaction,regardless of communications channel, is automatically compiled forreference, analysis and reporting, and becomes part of thecompany's customer intelligence base to fuel current and futureservice and marketing initiatives.

According to a study in 2001 by market analysts Frost &Sullivan1, the call centre market in Indonesia will growat 19.1 percent annually until 2008. By 2004, the market wouldreach US$9.5 million (54 trillion Indonesian rupiah) from US$6.6million in 2001.

On July 10, 2003, Avaya, a sponsor of the official launch of theIndonesia Call Center Association as a technology partner,presented two papers at the Association's launch seminar. SivaSubramaniam, Regional Director — Avaya Global Services for AsiaPacific and Japan, spoke on "Best Practices in Call Centers andAsia-Pacific Call Center benchmark 2003 Update", and Ting Choo Eng,Senior Solution Consultant for Avaya ASEAN, spoke on "Trends andTechnology in Call Center Environment".

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

About PT Indosat Mega Media (IndosatM2)
Indosat Mega Media (INDOSATM2) is an Internet, Multimedia andother IP solutions Service Provider. Services include High Speed /Dedicated Internet, Dial up Internet, TV Cable, VPN (VirtualPrivate Network), Hosting and Collocation, VoIP (Voice overInternet Protocol), B2B and B2C E-Commerce. IndosatM2 is a fullyowned subsidiary of PT Indosat, a Telecommunication ServiceProvider in Indonesia. It started operations in year 2000,providing services to companies, organizations and inpiduals inIndonesia, supported by the highest capacity network connected tothe Global Internet.

Vision: To become the leader in the Internet and multimediabusiness by providing high quality e-business solutions with thee-lifestyle service to Indonesian and Global customers.

For more information, please contact IndosatM2 Contact Centertoll free No. 0.800.900.900 or 62.21.7854.690 or e-mail: e-service@indosatm2.com.Web site: www.indosatm2.com

About PT Jaya Teknik Indonesia
PT Jaya Teknik Indonesia was appointed Avaya's firstBusinessPartner in Indonesia in 1991, and has over 120 sites ofAvaya-installed base customers all over Indonesia. PT Jaya TeknikIndonesia believes in customer satisfaction with its motto "Qualityand Reliability". It is certified under ISO 9001-2000 by theProductivity and Standards Board (PSB) of Singapore.

PT Jaya Teknik Indonesia engineers are Avaya Trained andCertified with the latest Avaya technology to give our customersthe best solutions to meet their business goals. For furtherinformation please contact PT Jaya Teknik Indonesia at Tel. (62-21)230.2323 or email: tekind@jayateknik.com

1 Frost & Sullivan study in 2001 ofthe call centre market in Indonesia

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