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Avaya Solution Helps China's Mangocity Become Leading Provider of Online Travel Services

03-03-2008

Mangocity has become one of the top three on-line travel service providers in China with help from the company's IP-based contact center solution from Avaya.

BEIJING - With in a year since it established itself in China, Mangocity has become one of the top three online travel service providers in China according to leading industry analyst Analysys International. The IP-based contact center solution from Avaya, a leading global provider of business communications applications, systems and services, has played a key role in enhancing the sales and customer services capability of the company.

 

The online travel service was valued at RMB540 million [US$76 million] for the first quarter of 2007. When the company went into operation in March of 2006, Mangocity decided to adopt a "website + call center" approach to tap into this growing market in China. Avaya provided Mangocity with best of breed communications applications such as Avaya Proactive Contact, and also the ability to closely integrate the call center with its customer and product databases, enabling prompt and personalized marketing and responses.

 

Mangocity has agents in Shenzhen, the headquarters city, and other 4 cities including Beijing, Shanghai, Guangzhou and Hong Kong. Avaya Proactive Contact, a robust outbound customer contact solution from Avaya, enables the agents to work in a highly efficient and intelligent way. For example, the Proactive Contact voice detection delivers maximum number of live connects to agents by accurately detecting live voice, auto voice and busy signals with up to 98.9% accuracy.

 

And the agents can handle both inbound and outbound calls to further enhance productivity. All calls are recorded so that managers can conduct monitoring to optimize call center operation. The Avaya Call Management System provides the information and management tools that Mangocity needs to monitor and analyze the performance of their contact center operation. As a result, the company provides highly efficiently 24/7 services through a uniform hot line 4006640066.

 

The Call Center is also integrated with the back-office database, so that Mangocity can build up customer profiles which reflect their transaction records and preferences. Based on these, the agents can provide more personalized customer services, and proactively promote the right products and programs to the right customers. 

 

Mr. Zhou Yuanshao, Assistant General Manager of Mangocity's Information Technology Department, said, "With the Avaya call center solution, we are able to provide customized and value added services, and be more effective in sales and marketing. This has enhanced customer loyalty, and brought us more business opportunities, which has put us in a better position to win in this highly competitive market."

 

Mr. Li Nong, Director of Application and Solutions, Avaya China, said, "Tourism is developing rapidly in China. Customers' traveling preferences and transaction habits have been changing. Companies can better face up to this challenge by providing more proactive and intelligent services. The success of Mangocity can serve as a valuable reference for the online travel industry, and even the tourism industry as a whole."

 

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, www.avaya.com

 

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