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AMTD Improves Telemarketing Performance with Avaya IP-ready PDS System

09-06-2005

Avaya announced that local leading financial advisory service provider AMTD Financial Planning Ltd. ("AMTD") has adopted Avaya's advanced Predictive Dialing System (PDS).

Avaya Inc. (NYSE: AV), a leading global provider of business communications applications, systems and services, today announced that local leading financial advisory service provider AMTD Financial Planning Ltd. ("AMTD") has adopted Avaya's advanced Predictive Dialing System (PDS). The IP-ready Avaya solution improves telemarketing efficiency and performance, enabling companies to capture new customers and significantly increase market share.

 

With keen competition within Hong Kong's financial advisory service industry, AMTD believes effective telemarketing is a key to success, because the more successful calls a company can make, the better their chance of garnering new customers. It therefore expanded the telemarketing team and invested over HK5 million on the development of the new call center.

 

AMTD then turned to Avaya for a feature rich, easy-to-use solution - the PDS system. The new system with 160 users was installed for the entire organization. The majority of AMTD call center staff is responsible for telemarketing; the others handle inbound calls. Using the PDS system, AMTD increased telemarketing sales productivity and market share by pre-dialing potential customer calls to screen out busy tones and increased success rates for arranging appointments.

 

Major products provided by Avaya for the project were: Avaya S8700 Media Server, Avaya Digital Phonesets (6402/6408D), Avaya Voice Mailbox (IALX), Avaya PDS v12 and Avaya BCMS (Basic Call Management System), with Avaya G650 Media Gateway supporting 160 users at the call centre. ITApps, an Avaya BusinessPartner, provided pre-sale consultation, system design, implementation, and API integration with a desktop application developed by AMTD.

 

"As a financial planning service provider, our mission is to provide a professional, customized personal financial advisory service, and introduce suitable financial-products to customers," said Alan Tsang, Director & Chief Executive Officer of AMTD. "We find telemarketing is an effective way of acquiring new clients. By deploying the Avaya PDS system, we have seen an obvious increase in efficiency by 70% and the telemarketing team can now handle up to 60,000 calls per day, with success rates increasing 50%."

 

Avaya was selected after rigorous testing and evaluation of different vendors' telephony features. Key factors behind the decision were:

 

  • The deployment of the Avaya solution allows the telemarketing sales team to immediately enjoy the benefits of ease of use and enhanced communication efficiency, and faster, more accurate responses;
  • The IP ready system facilitates future growth, with the potential to extend single site call centres to multiple sites or satellite call centres, as well as connecting call centres and the back office to reduce costs;
  • The solution gives AMTD a high degree of control over call volumes, network efficiencies and costs for future changes to the IP infrastructure, as well as greatly reducing costs for internetworking with multiple and remote offices.

 

"By embedding Avaya IP ready communication into the fabric of their enterprise, we are helping AMTD to transform their business by making their sales team more productive, their processes more intelligent, their customers more satisfied," said Timothy Mak, Country Director, Avaya Hong Kong & Taiwan Region.

 

About AMTD

AMTD Financial Planning Limited ("AMTD"), is an affiliate of Cheung Kong Group and Commonwealth Bank Group. AMTD is an independent financial planner which aims to work for the best interests of its clients. AMTD understands our customers and offers our clients comprehensive professional solutions; our professional financial planners are all professionally trained and able to identify the needs of our customers. Through the cooperation with various product/service providers, AMTD can help our customers in selecting the most appropriate financial products that best fit their distinctive financial objectives and needs. For more information, please visit AMTD Web site: www.amtd.com.hk

 

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 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 Avaya China Web site: http://www.avaya.com.cn

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