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Avaya Holds Contact Center Best Practice Forum in China

12-03-2004
  • Avaya shared with more than 500 participants views on the contact center market and leading experiences in the world to help local customers derive the most business values from highly efficient contact centers

Avaya recently held the Contact Center Best Practice Forum in China's Guangzhou and Shanghai.

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, recently held the Contact Center Best Practice Forum in China's Guangzhou and Shanghai. The forum discussed how enterprises can derive real business values by making contact centers their strategic assets, transforming contact centers into revenue and profit centers, and leveraging contact centers to effectively increase customer experiences.

Experts from Avaya and the industry talked about the developing trend of contact center, and shared worldwide "best practice" experiences in building highly efficient contact centers especially in three areas: how to leverage IP-based Contact Centers to eliminate geographical constraints, reduce costs, and improve customer experience; how to leverage different resources for different customers, and match the right customer to the right action every time; how to optimize the contact center with proactive contact.

"More and more enterprises now regard the contact center as a strategic asset and a key place for brand experience, and have achieved the goal of higher customer satisfaction, lower costs and increased revenues with the help of the contact center," said James Haensly, Chief Technology Offer and Vice President of Solutions Sales, Avaya Asia Pacific. "As a worldwide leader in this area, we are sharing with local customers not only technologies and visions, but also insights into leading experiences in contact center building. These experiences will help Chinese customers implement the right strategies and build contact centers that suit their needs."

He points out that the following characteristics can be found in "best practice" contact centers: becoming revenue centers rather than simply cost centers; maintain a single view of the customer; integrate multiple channels; build proactive customer relationship strategies, leverage people skills and automated applications across the entire enterprise, deliver integrated service, sales and marketing through communications-enable business processes.

Many contact centers today have isolated and fragmented applications, which leads to inconsistent customer experiences, higher total cost ownership, and lower business productivity. The Avaya Customer Interaction Suite, with modular and aligned IP contact center applications, can help customers overcome the problem and migrate to "best practice" contact centers.

More than 500 people from different vertical industries attended the forums. The Contact Center Best Practice Forum will also be held in more than 10 other major Asia Pacific cities including Hong Kong and Taipei in Greater China.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol 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: http://www.avaya.com or http://www.avaya.com.cn

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