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Avaya Korea Provides CJ CableNet with IP-based Multi-site ContactCenter Solutions

03-11-2004
  • Six distributed contact centers will benefit from operational efficiency and business continuity even during emergency situations and a surge in call volumes

Avaya Korea Ltd. announced that it has completed the IP-based multi-site contact center project for CJ CableNet, a local cable TV system operator.

Avaya Korea Ltd., the Korean subsidiary of Avaya Inc. (NYSE:AV), a leading global provider of communications networks and services for businesses, today announced that it has completed the IP-based multi-site contact center project for CJ CableNet, a local cable TV system operator. The 100-seat CJ CableNet IP-based contact center will bring CJ CableNet effective central management of six distributed contact centers located in provincial areas and will reduce operating costs.

In particular, with the IP-based contact center infrastructure, CJ CableNet will be able to significantly reduce implementation costs for contact center upgrades, future integration or expansion of the distributed contact centers.

By deploying all-IP based multi-site contact centers, CJ CableNet is expected to achieve considerable cost savings on phone bills generated between the six distributed contact centers. Also with the IP-based infrastructure, CJ CableNet can integrate or upgrade its contact centers more cost effectively in the future. In particular, by distributing calls to other contact centers in the network, CJ CableNet is able to deal effortlessly with potential bottlenecks such as a surge of calls during emergency situations that may prevent one of the contact centers from operating. This structure will ensure smooth contact center operations and provide uninterrupted quality customer service.

Jun Young Lee, Manager of Strategic Planning team of CJ CableNet, said, "We wanted to deploy a contact center where we could rapidly deal with customer inquiries in critical situations and natural disasters like typhoons." He added, "We selected Avaya because, right from the early stages of the project, it best met our needs as a SO (System Operator) and provided the best solutions and consulting services."

Avaya, with its BusinessPartner Saehan Information System, supplied its IP contact center solutions including Avaya S8300 Media Server, G700 Media Gateway, Avaya Interaction Center 6.1, Avaya Call Management System (CMS) and other applications for distributed contact centers of CJ CableNet in Seoul, Kyungnam, Masan, Gaya, Jung Busan and Haeundae.

Dinesh Malkani, Managing Director, Avaya Korea, said, "Our work with CJ CableNet is yet another example of Avaya enabling our customers to address their business needs. In this case, we leveraged our IP telephony solutions and contact center expertise to deploy cost-effective solutions. This builds on our recent work on behalf of the Kyobo Life Insurance and Meritz Securities IP contact center projects." He added, "Avaya aims to bring the benefits of IP contact centers to more companies in Korea."

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: http://www.avaya.com

About CJ CableNet
CJ CableNet, an affiliated company of CJ group, is a local cable system operator. CJ CableNet provides services in five regions through its system operators. In 1990, Yang-cheon Broadcasting was established as a pilot operator, providing the first cable TV service in the local market. In November 2002, to prepare for the digital generation as an MSO (Multi System Operator), it went through organizational reform and was newly established as 'CJ CableNet'. CJ CableNet provides various types of value-added services including high-speed Internet. CJ CableNet, as the first cable TV, makes continuous efforts to develop new services in line with the fast-changing broadcasting environment to provide efficient services for subscribers.

About Saehan Information System
Saehan Information System forged a Business Partnership agreement with Avaya in 1998 and provides total call center solutions in the network and CTI markets. Saehan also pursues active sales activities with its leading solutions in telecommunications, system management, e-Biz business, etc. For more information, visit Saehan Information System's Web site: http://sis.saehan.co.kr

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