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Avaya Korea Provides IP Office to Olympus Korea Contact Center

06-22-2004
  • Avaya Korea deploys the first IP-based contact center in the local digital camera sector; Olympus expects customer service enhancement with significant cost reductions and more effective contact center management

Avaya Korea Ltd. announced that it won the IP contact center project for Olympus Korea, the leading global digital camera provider, and will provide Avaya IP Office for this project.

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 won the IP contact center project for Olympus Korea, the leading global digital camera provider, and will provide Avaya IP Office for this project.

Avaya, is participating in the project together with its Small and Medium Business Solutions (SMBS) BusinessPartner Matlock Samkwang (www.msk.co.kr) and contact center solution provider Ablecom (www.ablecom.co.kr). Matlock Samkwang is in charge of supplying and deploying an Avaya IP 412 running a Compact Contact Center application, while Ablecom will be supplying its IP IVR, outbound solution, AblePDS and IP Dialer for the project.

Olympus in the first stage of the project will introduce a 26-seat IP contact center, which it plans to further expand to 60 seats in the future. With this project, Olympus hopes for significant reductions in communication and maintenance costs along with greatly enhanced customer services. Also the IP-based infrastructure will effectively support management of remote agents and central management of distributed call centers in the future.

In particular, deploying a multimedia contact center, which effectively supports CRM, agent monitoring, and contact center reporting capabilities, will be easier with the introduction of IP Office and Compact Contact Center. With IP contact center deployment, Olympus will be able to offer a variety of services including service process check service, service center location and operating hour information service, genuine product check service, etc.

Avaya Compact Contact Center is a one-stop contact center application for small and medium contact centers, supporting up to 75 agents. The solution offers multimedia routing with customer segmentation capability, easy-to-use management functions, and excellent reporting capability for customer contact information.

Young Hwan Lee, IT team manager of Olympus Korea, said, "We were looking for ways to upgrade our contact center infrastructure to enhance the customer service level and customer call response rate. After considering the variety customer support features and future scalability, we decided to deploy an IP-based contact center with Avaya IP Office." He added, "Avaya IP Office was the right solution for Olympus, given the reasonable cost, full-fledged functions and high scalability that are necessary for companies like us, looking to introduce small size IP contact center and grow the size."

Yoon Sung Byun, President of Matlock Samkwang, said, "Olympus is the first IP contact center reference in the local digital camera industry. We will leverage this project to forge into other small to mid size enterprise markets." He added, "With many Small and Medium Businesses increasingly showing interest in deploying IP contact centers, Avaya IP Office, supporting various enterprise communication features at lower cost, is the best available solution in the market for these companies."

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 http://www.avaya-apac.com

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