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Alibaba.com Facilitates E-commerce with Avaya Contact Center Solution

11-07-2005

Avaya announced that Alibaba.com, China's largest e-commerce company, has deployed Avaya contact center solution for greater operational efficiency, productivity and to effectively promote its products and services.

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that Alibaba.com, China's largest e-commerce company, has deployed Avaya contact center solution for greater operational efficiency, productivity and to effectively promote its products and services.

 

Alibaba Web sites have nearly 15 million registered users in over 200 countries. In 2004, over US$4 billion in trade was estimated to have been transacted between buyers and sellers connecting through Alibaba sites. While comprehensive services and products are available on-line, Alibaba wants to serve their customers even more effectively and efficiently through a contact center.

 

According to Alibaba.com, Avaya was selected because of the expertise and vision it has demonstrated in the contact center arena, and its ability to provide highly reliable and scalable solutions to suit the particular needs of Alibaba.com.

 

Currently 648 seats are located in Hang Zhou city, the headquarters of Alibaba.com. In the near future, Alibaba.com has plans to deploy agents in other cities, and will have distributed IP-enabled contact centers. Avaya's solutions will be able to support seamless expansion of the system, as well as the addition of feature-rich applications based on IP technology.

 

Avaya, together with its reseller Chinasoft Co., Ltd, provided services ranging from planning, implementation, training and maintenance to Alibaba.com. Chinasoft is a leading software and system integrations vendor in China, and has rich experiences in the field of contact center, with clients from various industries covering banking, finance, insurance, government, and e-commerce.

 

"We are glad that Alibaba.com has selected Avaya as its partner in building a highly efficient contact center," said Wu Yingjun, Manager of Avaya East China Region. "With the help of IP based technology and applications, contact centers are transforming from cost centers to profit centers by enhancing customer service level and increasing sales revenue. As a leader in IP communications and contact center, Avaya is in an excellent position to help companies in China, large or small, to gain a competitive edge through their contact centers."

 

The Avaya solution comprises the S8700 media server and G650 media gateway. The agents can easily make outbound calls to provide personalized services and products to clients, and also respond to customer feedback in a timely manner.

 

About Alibaba.com

Alibaba.com is China's leading e-commerce company, operating the world's largest online marketplaces for both international and domestic China trade, as well as China's most popular online payment system, AliPay.

 

The Alibaba Web sites have nearly 15 million registered users in 200 countries and territories. In 2004, over US$4 billion in trade is estimated to have come from buyers and sellers connecting through Alibaba sites.

 

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

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