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Harvest Fund Selects Avaya Unified Communications and Multimedia Call Center Solutions

11-02-2007
  • Rich applications like mobility and conferencing will enhance efficiency; "Extended Call Center" brings expertise of the whole company to serve customers

Harvest, one of China's leading fund management companies, has selected its unified communications and call center solutions.

BEIJING, China – Avaya, a leading global provider of business communications applications, systems and services, today announced that Harvest Fund Management Co., Ltd. (Harvest), one of China's leading fund management companies, has selected its unified communications and call center solutions to establish an advanced IP-based office communications system and a multimedia call center. The implementation will help Harvest improve operation efficiency with rich applications such as mobility and conferencing. The multimedia call center will enable Harvest to serve customers in a more prompt and customized manner, and make use of expertise of the whole company for customer service, further enhancing its competitiveness.

 

400 Avaya one-X™ Deskphones will provide employees of Harvest with access to rich application features available on Avaya Communications Manager, including conferencing, voice mail, call transfer, etc. All the employees will benefit from Avaya's Extension to Cellular application, allowing their mobile phone to become an extension of their office number. This means the information worker will not miss important calls. Avaya Meeting Exchange, a multimedia conferencing system, will be deployed to help Harvest cost effectively share knowledge of the latest fund products to the sales people as well as channel partners.

 

Avaya will develop for Harvest even more features that can be easily accessed from the IP Telephones. For example, from the telephone screen the staff will be able to: see the contact list and click-to-call any person; see conference alerts; book and participate into conferences; push SMS to all IP Phones. They can also have personalized telephone screens.

 

Harvest will also adopt 100 Avaya VPNremote IP Phones for small branches or temporary offices. With these IP Phones, employees can immediately get access to the same features as in the headquarters by simply logging into the VPN network. No media servers or gateways are required.

 

Xiang Ningning, Deputy Director of IT Department of Harvest, said, "Rapid growth of our business has brought about challenges to the communications system. We need to provide our information workers with enhanced communications abilities, strengthen training of our sales force and channel partners, and be more responsive to customer inquiries. Avaya's innovative solutions can meet our needs in these areas and enhance customer service levels."

 

Harvest will adopt Avaya's solution to establish a multimedia call center with 150 seats, each of which will be equipped with Avaya one-X IP phones. If needed, an agent can start conferencing with an expert of the company and together provide professional consulting to customers.

 

"Because of the nature of our business, sometimes the agents may find it hard to fully answer customer inquiries, when it requires special knowledge and expertise. With the Avaya solution, they will be able to conveniently bring in experts of the company. This will for sure enhance our service level, especially for high end customers," said Zhao Hong, Customer Services Director of Harvest.   

 

In addition to telephone, customers can contact the agents through multiple channels such as instant messaging, email, and fax. And inquiries from all the channels are managed by one single routing system.

 

"The rapid development of the fund industry in China requires that companies rethink of their communications and customer service strategies. Harvest is a forerunner in this respect," said Dinesh Malkani, General Manager of Avaya China. "As a global leader in enterprise communications, Avaya can help Chinese fund companies fulfill business goals with the help of Intelligent Communications."

 

Avaya will provide Harvest with professional services including consulting, design and implementation. The solution from Avaya also includes Avaya Interaction Center, Avaya Call Management System, Avaya S8700 Media Server, and Avaya G700/G650 Media Gateway.

 

About Harvest
Founded in March 1999, Harvest Fund Management Co. Ltd. was one of the first 10 fund management companies in China. Harvest was also among the first fund managers chosen by the Chinese Government in December 2002 to manage the National Social Security Fund. In June 2005, Deutsche Asset Management took stake in Harvest and made Harvest one of the largest joint-venture fund management companies of China. In August 2005, Harvest was selected as one of the first companies to conduct Enterprise Annuity business by the Ministry of Labor and Social Security.

 

Harvest is the first fund management company with over RMB 100 billion Yuan assets under its management in China. Harvest currently possesses total assets of RMB 250 billion Yuan under its management. Harvest currently manages two closed-end funds, twelve mutual funds and six Invest Portfolios for the National Social Security Fund and possesses the most complete investment product line in the industry. Its business covers all major fund products, such as equity fund, balanced fund, money market fund, bond fund, segregated fund, index fund and so on. For more information about Harvest, please visit www.jsfund.cn.

 

About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 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: http://www.avaya.com or Avaya Chinese Web site: http://www.avaya.com.cn

 

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