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WOWOW Communications Chooses Avaya for IP Contact Center

06-30-2005

Avaya announced WOWOW Communications has chosen Avaya for its IP contact centers located in Yokohama, Okinawa, Kawaguchi to provide high quality customer services.

Avaya Inc. (NYSE:AV) - a leading global provider of business communications applications, systems and services today announced WOWOW Communications, a group company of satellite pay-TV provider WOWOW, has chosen Avaya for its IP contact centers located in Yokohama, Okinawa, Kawaguchi to provide high quality customer services.

 

WOWOW Communications utilizes a distributed IP contact center to provide telemarketing services, contact center outsourcing and plays an important role as the customer service center for WOWOW subscribers. To ensure quality in service, WOWOW Communications requires an IP contact center that is reliable. As Avaya is the leader* in contact center solutions, WOWOW Communications selected Avaya.

 

Avaya IP contact center solutions give WOWOW Communications operational efficiency and reduce costs as it enables single management by combining multiple locations and acting like one virtual contact center. The solutions include Avaya MultiVantage™ Business Communications Applications such as Avaya Interactive Response and Avaya Predictive Dialing System as well as the telephony infrastructure based on Avaya Communication Manager software, Media Servers and Gateways. Avaya Interactive Response will increase productivity of contact center by sorting incoming calls using IVR before passing calls to live agents. Avaya Predictive Dialing System will help WOWOW Communications to strengthen its capability to make outbound calls in efficient way that would lead the business to be profitable.

 

"We've selected Avaya because it has many IP contact center customers globally and it has a rich heritage in communications. We also see values in reliability and scalability that Avaya can offer as we plan to expand our center to multimedia-enabled in the near future." said Takashi Toda, Representative Director & President of WOWOW Communications.

 

WOWOW Communications goal is to be "A Total Customer Service Provider" and plans to deploy multimedia contact centers that gives them access to communication media such as broadcasting, Internet.

 

"We will continue to provide our best solutions to WOWOW Communications to help them to grow," said Linda Dotts, Managing Director for Avaya in Japan. "The next phase after shifting to IP from traditional PBXs in the contact center infrastructure is to integrate multiple channels of customer contacts. Taking the advantage of IP distributed architecture, the multimedia contact center will bring further efficiency and greater satisfactions to both contact center operators and end-customers."

 

About WOWOW Communications

WOWOW Communications Inc. (headquarters: Motoakasaka 1-5-8, Minato-ku, Tokyo) was established in February 1998 as an affiliate of the satellite pay-TV company WOWOW. The company operates the WOWOW customer center, provides CRM services based on experience gained from customer center operation, and develops contact center services linked to customer care (contact center), fulfillment (administrative center), data processing (operations center), and human resources (education and training services) functions.

 

The company's challenge and goal is to become a "total customer service provider," offering a wide range of services including telemarketing and contact center consignment operations that make the most of satellite broadcasting, telephone, fax, e-mail, the Internet, mobiles, and other media characteristics, as well as construction and operation of contact centers designed to meet corporate needs, and provision of support for operator hiring and training, customer management and product distribution. For details, see the company's Web site, at http://www.wowcom.co.jp.

 

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 www.avaya.co.jp

 

*Sources

  • North America: Frost & Sullivan, North American Automatic Call Distributor Systems Market, 2005
  • Latin America: Frost & Sullivan, Latin American Contact Center Solutions, 2004
  • Asia Pacific: Frost & Sullivan, Asia Pacific Interaction CRM Markets, 2004
  • Europe: MZA, Total Western and Eastern Europe Call Centre Markets, 2004 Edition

 

Avaya and the Avaya Logo are trademarks of Avaya Inc. All other trademarks are the property of their respective owners.

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