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Avaya Korea Provides Lotte Card Contact Center Solutions forSeamless Business Integration

02-23-2004
  • 6 million cardholders will receive faster, more efficient service; Solution offers high call processing capacity and streamlined operations

Avaya Korea Ltd. announced that Lotte Card has selected Avaya to implement its 500 seat contact center that will enable it to support its 6 million cardholders with faster, more efficient support as a result of high call-processing capacity and effective contact center operation support.

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 Lotte Card has selected Avaya to implement its 500 seat contact center that will enable it to support its 6 million cardholders with faster, more efficient support as a result of high call-processing capacity and effective contact center operation support.

Lotte Group, parent company of Lotte Card, recently acquired Tongyang AMEX Card and plans to gear up for the growing card business by integrating Lotte Department Card and Lotte Card. and will serve 6 million cardholders after this business integration. Through the contact center upgrade, Lotte Card expects enhanced customer service and effective contact center operation as well as cost saving, without causing any interruption to customer services during the cross-over implementation. The Group aims to build a 2,000-seat contact center in the future, and the Lotte Card contact center project was designed to prepare the foundation for this next-generation contact center.

Lotte Card expects to protect its existing investments as well as migrate easily to an IP-based contact center environment in the future with the introduction of Avaya Communication Manager and S8700 Media Server that support an IP-based contact center. Also equipped with higher call processing capacity and scalability as well as various telephony features offered by Avaya solutions, Lotte Card can effectively deal with the service integration of Lotte Department Store Card and Lotte Card in the future. Avaya Korea, its BusinessPartner CATI information, and Lotte Data Communication Company worked jointly on the solution implementation.

A spokesperson of Lotte Card call center said that Lotte Card had wanted to introduce a contact center solution with high scalability and flexibility that could support the recent service integration between Lotte Card and Lotte Department Card. A spokesperson of Lotte Data Communication Company that jointly participated in the project explained that for the Lotte Card project, they mainly focused on providing the foundation for future migration to an IP-based contact center and also contact center expansion as well as reliable large-volume call processing capability.

The Avaya S8700 Media Server provided to Lotte Card supports 342,000 Busy Hour Call Completion (BHCC), enabling smooth call processing capability even during busy-hour call periods. Known for its high scalability, the Media Server supports a maximum of one million users in a single network. S8700 Media Server also supports a duplicate configuration, ensuring business continuity, one of the major issues in operating a contact center. In case of a server failure, the backup server automatically come on line immediately without losing calls in progress.

Dinesh Malkani, Managing Director of Avaya Korea, said, "In winning the Lotte Card Contact Center project, Avaya proves once more its technological excellence in contact center solutions and long-term experience and know-how in the mid-to-large-size contact center market, where reliable operation is the most important element to offer uninterrupted customer services."

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

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