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Avaya to Build Call Center for Major China Auto Manufacturer

  • Multimedia Call Centre, with 300 seats when completed, will help Chongqing Chang'an Automobile enhance customer service quality and reduce costs

Avaya announced it has won tender for development of a call center for Chongqing Chang'an Automobile Group, one of the largest automobile manufacturers in China.

Avaya Inc. (NYSE:AV), a leading global provider of communications networks and services for businesses, recently announced it has won tender for development of a call center for Chongqing Chang'an Automobile Group, one of the largest automobile manufacturers in China. This world-class call center, with 300 seats when completed, will enable Chang'an Automobile to greatly enhance customer service quality and reduce costs.

The Avaya solution will also provide Chang'an Automobile with outstanding converged communication functions. With this system, Chang'an Automobile can unify the communication platforms of distribution centers located across 30 provinces and municipalities, and use IP telephones to conduct long-distance calls via the data network. This has the potential to save the company up to 5 million RMB Yuan (USD 600 thousand) in long distance call charges each year, based on the company's estimates.

As the largest automobile manufacturer in Western China, Chang'an Automobile Group produced 300,000 vehicles in 2002, and expects to produce more than 400,000 in 2004. However, the existing call center of Chang'an Automobile has only 10 operators and merely serves as a telephone switchboard. An agent has to manually record client concerns and then transfer them to the relevant departments. As accuracy and timeliness could not be guaranteed, the need for a fully equipped and high-tech call center became increasingly important.

With the rapid business growth, this demand became more urgent - since 1998, its annual output has increased at an average rate of 30 to 40 percent, according to Chang'an Automobile.

Chang'an Automobile chose Avaya after a thorough investigation of all of the options. It will deploy Avaya solutions and adapt them to the company's existing e-commerce products from other vendors. The solutions package offered by Avaya includes Avaya S8700 Media Server, Avaya's Media Gateways, ACS 60 Audio Conferencing System, Avaya Interactive Response System, Call-Master® VI Agent Terminal, and Avaya Elite Call Center Software.

The new call center will accommodate 300 operators when finished, with 30 seats in the first phase. It will use standard language and procedures and employ an expert support system to record problems and provide solutions. Agents can communicate with clients through different channels, integrating face-to-face interviews, telephone conversations and Web visits to provide customers with personalized service. This will serve to continually enhance the company's efficiency and levels of customer service.

"The Avaya Call Center solution will build a bridge connecting us and our clients, enabling the two parties to effectively communicate," said Ding Houping, Director of Information Center of Chang'an Automobile. "We can maximize the use of customer resources to shorten selling cycles, reduce selling costs and tap into new markets in a timely way. It will also help us to increase client value, satisfaction and loyalty to enhance the company's competitiveness."

"Openness and state-of-the-art technology are the main reasons we have selected Avaya," Ding said.

The Avaya S8700 Media Server is equipped with an industrial-standard server and operating system and can provide extremely high reliability. Not only can this server realize integrated solutions but it can also run independently, handling as many as 300,000 calls during peak hours.

The Avaya media gateway that provides comprehensive port network support for the S8700 system will also be adopted. These stackable modular hardware units bring to the converged network of Chang'an Automobile leading features that offer data, voice, fax, video and message process capabilities. They also support different signaling and transmission modes between packet switching networks and circuit switched network.

During the bidding, Avaya worked closely with its partner, Huapu Information Technology Limited, to accurately understand customer needs and provide the most appropriate solutions. Huapu is a distributor of Avaya's complete product line in China. For every year since 1996, Huapu has been awarded "Outstanding Foreign Invested Technology Enterprise in Shanghai". As of December 2003, Huapu has service affiliates in 70 cities and employs more than 500 service engineers.

Zhang Zifan, Regional Manager of Avaya Southwest China, said: "Enterprises are paying increasing attention to customer relations management (CRM). Proper CRM strategies and solutions can help companies to better meet customer needs. Avaya boasts extensive technical capabilities in converged communication and CRM. It has been our priority to help enterprises build seamless, secure, efficient networks, and help them to provide new value-added services to their clients.

About Chang'an Automobile
Chongqing Chang'an Automobile Group, established in 1862, is the largest automobile manufacturer in western China. The group currently employs over 20,000 staff and has established more than one hundred sales centers throughout the country, with total assets of RMB11.3 billion (USD 137 million). In 2002, it manufactured 300,000 vehicles. Chang'an Automobile now has three major production bases located in Chongqing, Nanjing and Hebei Province, with altogether seven factories that produce family sedans, passenger buses, minibuses and trucks. For more information visit the Chang'an Automobile Web site:

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: or

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