Investor News

Home  >  Investor News  >  News Release Details

News Release Details

View All News

Asia-Pacific Contact Centers Will Widen Lead in IP Adoption

02-18-2004
  • Analyst predicts by 2008, 78 per cent of contact centers in the Asia Pacific, compared with 70 per cent in North America, will be IP-based, enabling enterprises to reduce costs, improve management processes, and offer better services

Avaya said a trend study by Frost & Sullivan shows that the Asia-Pacific, already leading in the global contact center market, is poised to increase its lead as more centers adopt IP (Internet Protocol)-based solutions to increase efficiency and effectiveness.

Avaya Inc. (NYSE:AV), a leading global provider of communications networks and services for businesses, today said a trend study by Frost & Sullivan shows that the Asia-Pacific, already leading in the global contact center market, is poised to increase its lead as more centers adopt IP (Internet Protocol)-based solutions to increase efficiency and effectiveness.

 

Contact centers in the Asia-Pacific are upgrading from traditional telephony systems to IP-based systems even faster than in North America, said Manoj Menon, Partner at Frost & Sullivan Asia Pacific.

 

The Asia-Pacific region is already leading the race. In 2003, 12 per cent of all contact centers — measured by the number of seats or places for agents — in the Asia-Pacific were IP-based, whereas only seven per cent in North America had adopted the new technology.

 

By 2008, this lead will widen: 78 per cent of contact centers (seats) in the Asia-Pacific would be IP-based, compared to 70 per cent in North America, said Menon. This would give the region an impressive lead in this rapidly growing and important industry.

 

With IP-based systems, contact centers are able to further reduce costs, improve management processes, and offer better services. For example, Avaya's IP-based contact center solutions have multimedia capabilities, being able to deal with customers via the Internet, email, short message service (SMS) and telephone.

 

Avaya is the leading provider of call centers in the Asia Pacific. In 2002, Avaya had a market share of 36.3 per cent in the Asia Pacific, excluding Japan, reported Frost & Sullivan in May 2003. Its customers in Singapore include Singapore Exchange main board listed companies UOB, DBS Bank, OCBC, Singapore Press Holdings and SingTel among others.

 

Singapore's Economic Development Board expects technology investments to rebound in 2004 after a 3-year lull, and Avaya anticipates that a healthy slice of these investments would be toward IP Telephony systems. Besides contact centers, IP-based telecommunications would benefit corporate users.

 

"The immediate benefits of a multimedia contact center are improved customer service and operational efficiency, but it does more. Enterprises can enjoy significant cost savings and higher returns on their investment, while in the same instance having a more resilient and secure network," said James Haensly, chief technology officer for the Asia Pacific & Japan, Avaya Inc.

 

The most apparent benefit is the contact center's ability to provide live support through new communication channels. With the Web becoming a common medium for purchases and other transactions, this is critical to avoid customer frustration. According to market analysts Datamonitor, US businesses lost US$1.6 billion in 1999 alone, because of failure to provide customers with satisfying Web-based services.

 

Contact centre agents are also able to address customer calls more efficiently. IP Telephony working with Computer-Telephony Interaction (CTI) provides agents with customer information, transaction history and even preferences. Such information provides a critical edge for the agent to meet and exceed the customer's requests.

 

"The Asia-Pacific is quickly appreciating the advantages of IP telephony over traditional telephony," said Haensly.

 

For example, St George Bank in Australia recently implemented an Avaya multimedia contact center solution. The system surpassed the bank's expectations: Customer satisfaction shot up and is 10 percentage points higher than the average for Australia's top four banks. Agent productivity increased 18 per cent — equivalent to A$600,000 annually — and St George Bank reaped 6.5 per cent full time equivalent (FTE) savings.

 

"In terms of cost savings, we believe we have been able to save on our overall head count," said Fiona Keough, Manager of Direct Operations, St George Bank. "By automating the email process, we have freed up resources to resolve problems and communicate better with our customers."

 

Multimedia contact centers are thriving across the region. Companies that have recently deployed Avaya contact centre solutions in the region are GE Capital and Coca Cola in Australia, E-Genting and Malaysia National Insurance in Malaysia, Kyobo Life Insurance in Korea, IBM in Japan and Reliance Infocomm in India.

 

About Avaya

Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.

 

Driving the convergence of voice and data communications with business applications — and distinguished by comprehensive worldwide services — Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site at http://www.avaya.com or http://www.avaya-apac.com

Categories: Press Releases
View All News