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Haier to Deploy Contact Center solution from Avaya for Enhanced Customer Services

11-10-2008

Haier selected Avaya to consolidate its 36 customer service centers in China to provide consistent and superior services to its clients all cross the country. 

BEIJING, CHINA – Haier, the world's fourth largest white goods manufacturer, has selected Avaya to consolidate its 36 customer service centers in China, so as to provide consistent and superior services to its clients all cross the country. 

 

Haier will adopt a total contact center solution from Avaya to build up a new system with more than 1100 seats. Taking advantage of Unified Communications technologies, Haier will be able to easily share resources within the whole contact center to maximize productivity, and to use the expertise of the whole company to provide timely and right services for the clients. 

 

The existing 36 customer service centers of Haier are separated from each other, and are using products from several brands. This has posed a big challenge for Haier to provide consistent user experiences, and to manage and upgrade the system. In addition, many of the products that Haier provides have peak seasons, and the sales situations may vary from region to region. However, the existing system does not allow for the flexibility to share resources internally to effectively support these requests.

 

With Avaya solution, Haier will be able to manage the whole contact center from its headquarters in Qingdao city of Shandong Province. It can easily extend applications to other cities to achieve consistent brand experiences no matter where the customer calls, and to easily assign agents for special or ad hoc requests when there are such needs. This will make sure all agents work most effectively no matter what their skills are and in which cities they are located. 

 

The Beijing site will serve as a back up center to enable high reliability of the whole system. And if there are needs to expand the system to other cities, Haier can easily do so by adding agents in those cities. 
 
The Contact Center will also be integrated with the office communications system of Haier, so that the agents can seek help from company experts when needed in order to provide timely and relevant services.

 

Li Bianfang, Head of Customer Service Center of Haier, says: "With the new system, we will be able to operate the contact center in a more cost effective way and be more innovative in serving customers and helping the company to grow revenue. This will further sharpen our competitive edge in the market place."

 

Dinesh Malkani, General Manager of Avaya China, says: "Contact Centers are critical for companies to compete and succeed, especially in a vast market like China. Haier has taken a significant step to consolidate its contact centers, leveraging new communications technologies and applications. I am sure this will help Haier to achieve even higher customer satisfaction level and greater market successes."

 

The Contact Center solution from Avaya consists of Avaya ACD, Avaya Interaction Center, Avaya Interaction Response, Avaya Proactive Contact, and Avaya Communications Manager 4.0. 

 

About Haier
Haier is the world's fourth largest white goods manufacturer and the official home appliances sponsor of the Beijing 2008 Olympic Games. As of 2007, the Haier Group has established a total of 64 trading companies (19 located overseas), 29 manufacturing plants (24 overseas), 8 design centers (5 overseas) and 16 industrial parks (4 overseas). Consistent with Haier's position as a global brand, the company employs over 50,000 people around the world. In addition, Haier boasts a 58,800-strong sales network which last year accounted for a global turnover of 118 billion RMB (16.2 billion USD). To know about Haier, please visit www.haier.com, or www.haier.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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