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Air China Increases Sales and Enhances Customer Service with Avaya's Solutions

  • Avaya's innovative technologies help the Telephone Sales and Service Center of Air China realize revenue increase of nearly 300 percent

Air China increased its sales and enhanced customer service levels with Avaya's intelligent communications solutions.

BEIJING, China - Air China, one of the leading airlines of the country, has increased its sales and enhanced customer service levels with Avaya's intelligent communications* solutions. Avaya, a leading provider of business communications applications, systems and services, helped Air China's Telephone Sales and Services Center to achieve revenue increase of nearly 300 percent since the deployment of advanced contact center technologies in August 2006. The Center is now more agile in responding to customer demands and providing personalized, always-on services.
The Center, which replaced the previous "flight booking center," adopted a total contact center solution from Avaya. With the new system, customer calls can be routed to the agents with the right skills seamlessly, no matter where the clients make the call. Customers can get timely and personalized services from Air China's 300 agents in Beijing, Shanghai and Chengdu, including flight bookings, seat upgrades, VIP services, or consulting.     

It is easier and more convenient to handle requests and make transactions as the agents can view the passenger profiles and their transaction records during the calls. "The new system has made us more intelligent in handling customer inquiries and fulfilling transactions," said Ms. Huang Feng, Senior Manager of Telephone Sales and Services Center, Air China. "As a result, the Center has become a strategic asset that greatly boosts our sales and client services ability."
Huang Feng also believes that the system has put Air China, the Airline Partner of the Beijing 2008 Olympics, in a better position to provide best of breed services to clients during this big event. The Center has already done an outstanding job in selling of "Olympic Products" of Air China. 
In the future, Air China will continue to expand the system and deploy more applications in order to integrate the center closer with business applications. As a result, Air China will be even more agile and efficient in serving customers.
The Avaya solution adopted comprises of Avaya S8710 media server, Automatic Call Distribution, Avaya Interaction Center, Avaya Interactive Response, and call management systems. The Telephone Sales and Services center will move to the new building of Air China near Beijing International Airport, and the number of agents is expected to exceed 400 by the end of 2007.  
"The case of Air China is a clear illustration of how Intelligent Communications is bringing real business benefits to enterprises," said Dinesh Malkani, General Manager of Avaya China. "Intelligent Communications is not just a vision, it is here and now. As the leader of enterprise communications, and the first company to come up with this concept, Avaya is devoted to helping enterprises in China to become more productive and competitive leveraging communications technologies and applications."
* Intelligent Communications seamlessly connects communications applications and business processes, giving workers, customers and processes the ability to be linked to the right person, at the right time, by the right medium - voice, text and video - over any network. Avaya is building on its heritage as an innovator in voice and its delivery of reliable, secure solutions to profoundly transform businesses.
About Air China
Air China was established in 1998 with a registered capital of 6.5 billion RMB yuan, and currently has 23,000 employees. On December 15 of 2004, Air China went public in Hongkong Stock Exchange (0753) and London Stock Exchange (AIRC). On July 26 of 2006, Air China went public in the A stock market of China. For more information about Air China, please visit
About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than one million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site,


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