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GZL Travel Service in China Adopts Avaya Contact Center Express toEnhance Customer Service

03-09-2005

Avaya and China's GZL International Travel Services Ltd. (GZL) made a joint announcement that Avaya will build a multi-media contact center for GZL to help it raise customer service level and expand the market.

Avaya Inc. (NYSE: AV), a leading global provider of business communications software, systems and services, and China's GZL International Travel Services Ltd. (GZL) today made a joint announcement that Avaya will build a multi-media contact center for GZL to help it raise customer service level and expand the market.

This announcement marks the successful entry of Avaya Contact Center Express solution into China's fast developing tourism industry. The Avaya Contact Center Express, announced late last year, is the company's first complete multimedia contact center solution designed solely for medium-sized businesses.

A ceremony was held today in Guangzhou City, where GZL is headquartered, to kick off this project. Representatives from GZL, Avaya, the Guangzhou Tourism Administration Bureau, as well as the Customer Service Association of Guangdong Province, were present at this ceremony.

The China travel industry has been growing at double digits from 1996 to 2002, and is estimated to expand at an average of 10.9% from 2004 to 2013. GZL, a travel agency with 500 employees, is growing even faster. The company has set up branch offices in a number of provinces in China, as well as a few foreign countries. Now its business covers more than 50 countries, with annual revenue of about 60 million USD. To remain a leader in its field, GZL believes that communications are part of the formula for success.

Under the project, Avaya, through its BusinessPartner Beijing Teamsun Technology Co. Ltd., will build a contact center for GZL which integrates multiple channels including telephone, e-mail, and internet. As a result, clients will benefit from timely and unified services at any time, any location, or through any media. GZL will also be able to pro-actively promote its products and services to clients, helping it effectively expand its market.

The Avaya Contact Center Express leverages Avaya's global leadership in contact centers and IP Telephony providing a flexible mid-market solution that is easy to install and use. The solution extends the advanced customer service capabilities of large enterprises to the medium-sized businesses, including routing interactions and customer data to the appropriately skilled agent. The Avaya S8300 Media Server and G700 Media Gateway was also adopted in this GZL project.

"The new contact center system will put us to a new level in terms of customer service and business management. It will enable us to provide pro-active, efficient, and personalized services to our customers, and sharpen our competitive edge in the market," said Zheng Hong, General Manager of GZL. "We are glad to work with Avaya who is the leader in contact center and converged communications technologies. They also demonstrated deep understanding of China's tourism industry."

"Avaya provides solutions that help customer gain competitive advantage and profitable growth. We enable superior execution and deeper customer relationships by making people more productive, processes more intelligent, and customers more satisfied," said Justin Luo, CRM Business Director of Avaya China. "China's tourism industry is becoming more and more competitive, and the migration to multi-media and distributed contact centers has become a natural choice. With our leading technologies and rich experiences in this area, we are committed to achieve mutual successes together with China's travel industry."

About GZL International Travel Service Ltd. (GZL)
GZL International Travel Service Limited is one of the largest travel companies in Guangdong Province of China with annual revenue of 60 million dollars and 500 employees. Its major businesses include inbound, outbound and domestic tours. Currently GZL has offices in Guangdong, Hunan, Beijing, Sichuan, Hong Kong, Macao, as well as France, Thailand and Malaysia.

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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