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Avaya Enables Midea to Provide "Cool" Services to Its Air Conditioner Customers in Hot Summer

08-18-2005

One of China's largest air conditioner vendors, Midea Refrigeration Equipment Co., Ltd, continues to deliver first rate customer services to consumers all over the country, with the help of a highly efficient contact center based on solutions from Avaya.

The unusual hot weather this summer in many parts of China, while boosting sales of air conditioners, has also proved to be a major "test" for the service quality of the market players. One of China's largest air conditioner vendors, Midea Refrigeration Equipment Co., Ltd (Midea), continues to deliver first rate customer services to consumers all over the country, with the help of a highly efficient contact center based on solutions from Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services.

 

Midea put its new contact center into use in June, in anticipation of the busy season in the next three months, and adopted the Avaya S8700 media server and G650 media gateway to build a new platform for customer service. This new system has greatly enhanced capacity and response speed of the contact center, and also enabled Midea to provide personalized services.

 

"Competition within the air conditioner market has gone beyond price wars, advertising wars, and the so called 'new concept' wars. Nowadays consumers are more and more concerned about the service levels. They want to be convinced that they can get timely and high quality services, from consulting, implementation to maintenance," said Kuang Guangzheng, IT Director of Midea.

 

Midea who has more than 20 million air conditioner users in the country, demands that the new contact center can handle large volume of calls efficiently, and with high availability and flexibility. Midea believes that every interaction with the client is a unique experience of Midea brand, and wants to make sure these interactions are always pleasant and efficient. The Avaya platform has performed well during this hot summer season and met the needs of Midea, according to Mr. Kuang.

 

The contact center, now with 100 seats, can handle twice as many calls as before. The Avaya ACD technologies also provide advanced call routing functions, which enable the agents to handle calls more efficiently. This has greatly reduced drop-off rates, and enhanced the productivity of the whole contact center.

 

The Avaya solution will also allow Midea to extend the current contact center to a distributed one in the future, and allow placement of IP agents in different locations. This will allow for more flexibility and responsiveness, and help Midea to service consumers in a more cost effective and personalized way.

 

Apart from enhancing sales and customer service level, Kuang believed that in the long run, the new contact center will help Midea in building a "customer centric" culture within the whole company.

 

Mr. Chen Xianghui, Avaya Regional Manager of South China, said: "Contact Center is far more than just taking calls. They are becoming increasingly intelligent with the help of IP Telephony technologies. Avaya, as a market leader with rich experiences and a clear vision of the future, is committed to help Chinese companies create real business value and obtain competitive advantages from their 'intelligent' contact centers."

 

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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