Investor News

Home  >  Investor News  >  News Release Details

News Release Details

View All News

Avaya Korea Connects Good Morning Shinhan Securities Offices with IP Contact Center Solutions

07-14-2004
  • Implements industry's first IP-based contact center connecting the main customer support center and 80 branches across the country; Enables consistent customer service, reduced operating cost, flexible central management support

Avaya Korea Ltd. announced that it, with participation of HP Korea, Samsung Networks, and Locus Technologies, has won the IP contact center project for Good Morning Shinhan Securities.

Avaya Korea Ltd., the Korean subsidiary of Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services for businesses, today announced that it, with participation of HP Korea, Samsung Networks, and Locus Technologies, has won the IP contact center project for Good Morning Shinhan Securities.

The Good Morning Shinhan Securities project is the first case in the local financial industry in which the main customer support center and branch offices will be connected and deployed based on IP telephony. With this project-win, Avaya is expected to upgrade its position once again in the local IP telephony industry.

For this project, Avaya will provide Good Morning Shinhan Securities with elements of its MultiVantage™ Communications Applications portfolio which provide the ideal solution for IP contact center including Avaya Communication Manager, Avaya S8700 Media Server, Avaya Interaction Center, IP telephones, etc. On the other hand, HP Korea and Locus will work on the implementation that connects the main customer support center and branch offices nationwide.

Starting with upgrading a 200-seat main customer support center to an IP-based contact center the project will connect the investment consulting group and larger branch offices to operate in a single IP-based infrastructure. In addition, the CTI infrastructure of the main customer support center and branch offices will be linked so that they can be operated as one large, single, virtual customer support center.

The IP contact center deployment across the whole company will allow Good Morning Shinhan Securities to share and manage customer information between the main customer support center and branches, enabling more efficient contact center management as well as more consistent and enhanced customer service. Moreover, the cost of telephone circuits will be reduced considerably as the main customer support center and the branches will be connected with IP telephony.

Byung-Ju, Kwak, deputy manager of Good Morning Shinhan Securities customer support center, said, "We considered introduction of the IP-based contact center for better customer service and cost-effective operation between the main customer support center and branch offices." He added, "Avaya's IP contact center solutions had the best performance and reliability as well as various features and scalability among all competing solutions participating in the bidding. In addition, the interoperability with systems Shinhan Financial Group affiliates was also highly rated."

Dinesh Malkani, managing director of Avaya Korea, said, "Many contact centers are being migrated to IP contact centers, as people are now aware of the benefits such as cost reduction, multiple capabilities and ease of management." He added, "In winning the Good Morning Shinhan Securities project, the industry's first case of connecting branch offices with a customer support center based on IP infrastructure, Avaya proves once again the excellence of its contact center solutions and its technical leadership."

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 (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: http://www.avaya.com or www.avaya-apac.com

Categories: Press Releases
View All News