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Xinjiang Unicom Provides Unified Client Services with the Help of Avaya IP Contact Center Solution

12-19-2005

Avaya announced that Xinjiang Unicom has adopted Avaya IP Contact Center solution to provide unified and timely services to its users across Xinjiang Uygur Autonomous Region, largest in area in all the province-level administrative regions of China.

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that Xinjiang Unicom has adopted Avaya IP Contact Center solution to provide unified and timely services to its users across Xinjiang Uygur Autonomous Region, largest in area in all the province-level administrative regions of China. Xinjiang Unicom has 1.89 million of mobile phone subscribers, in addition to clients in other business segments.

 

Together with its BusinessPartner, Huapu Information Technology Co., Ltd., Avaya helped Xinjiang Unicom to migrate its contact center to an IP platform, seamlessly connecting the headquarters in Urmuqi and 16 other major offices in the region. As a result, clients are able to enjoy consistent services no matter where they are, and through any channels. The contact center currently has 300 seats and can handle approximately 150,000 calls each day. Xinjiang Unicom is the provincial branch company of China Unicom, one of China's largest telecom service providers.

 

Xinjiang occupies about one sixth of China's territory, and there are dozens of ethnic groups who may speak different languages. It has been a significant challenge for Xinjiang Unicom to provide unified services to its fast expanding user base across this vast area, and in their preferred languages and channels. The company decided to go for IP communications technology, and Avaya was selected for its rich experiences in the IP contact center segment, and its ability to provide tailored solutions to meet customer's requirement.

 

With the help of IP communications technologies, Xinjiang Unicom can now centrally manage its distributed contact center from the headquarters, enabling resources sharing among all the sites, and thereby enabling timely and high quality client services. No matter where the customers call, they will be routed to the right agents who provide the right services.

 

"Avaya is committed to bring leading communications technologies to the contact centers of enterprises to enhance customer services and productivity. Many companies in China have successfully deployed Avaya IP based Contact Center solutions, and in return have become more agile and competitive in the market place," said Pan Xiaoping, Deputy General Manager of Regional Sales, Avaya China.

 

Enterprises in China have begun to realize the benefits of IP contact centers. According to a recent study* conducted by Frost & Sullivan, nearly 40 per cent of the contact center decision makers polled in China are exploring to adopt advanced IP-based contact center solutions as their next technology investment.

 

"Successful deployments of IP-based communications solutions in many enterprises have accelerated the adoption of IP in the contact center space. Advanced IP-based contact center solutions from leading players, such as Avaya, offer contact centers the prospects of better customer service, better ROI, easier network management, seamless delivery of application and the availability of a wide-ranging suite of applications," said Xie Linxi, research analyst at Frost & Sullivan Asia Pacific.

 

The Avaya Call Management System (CMS) was also deployed in the headquarters of Xinjiang Unicom, with which the company can effectively monitor and optimize the performance of the whole contact center. The company can view live, real-time information of the contact center operation and can also use historical reports to analyze trends, establish performance benchmarks, and plan new marketing or customer service campaigns.

 

The Avaya solution also comprises of Avaya S8700 media server and G650/G700 media gateways.

 

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

 

* The Regional Contact Center Study, commissioned by Avaya, was conducted to better understand the challenges and issues faced by the contact center industry as well as technology adoption trends in six Asia Pacific countries. It involved key decision makers and technology adoption influencers from approximately 1,050 contact centers across the six countries, namely Australia and New Zealand (ANZ), China, Japan, India, Singapore and South Korea. In China there are 214 respondents to this survey.

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