For Immediate Release:13 Sep 2012
-
Customers are able to interact with agents through
video-enabled computers
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Bank plans to extend the service through video-enabled
ATMs
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Video contact centre to drive richer customer experience
and higher customer satisfaction
Beijing, China - Avaya, a global provider of business
collaboration and communications solutions and services,
today announced that the Jiangsu Branch of the Agricultural
Bank of China (ABC Jiangsu Branch) has established a video
contact centre with Avaya solutions in order to further
enhance its customer service.
Clients will now be able to interact with customer service
agents through video-enabled computers placed in the outlets
of ABC Jiangsu Branch. Avaya one-X® Communicator
is integrated in the computers and customers can easily
connect with agents with just one click. The video contact
centre agents are equipped with Avaya one-X® Agent which can
effectively support video communication, and helps agents
drive first call resolution and high customer
satisfaction.
Enterprise customers of ABC Jiangsu Branch can access the
video contact centre service from their own video-enabled
devices, such as computers and IP telephones.
The bank plans to install video-enabled ATMs in about 100
locations in the future, which will also integrate Avaya
one-X Communicator. Customers can interact with contact
centre agents with one touch on the screen. ABC Jiangsu
Branch expects to further expand the system so that any
customers can use the service via 3G networks. The video
contact centre will also be integrated with the bank's
existing 95599 customer service hotline in the province.
Apart from Avaya one-X Communicator, ABC Jiangsu Branch has
also deployed Avaya Aura® Communication Manager and Avaya
Aura® Session Manage. Avaya Aura Communication Manager is an
open, extensible IP telephony platform with rich features,
and can support both SIP and non-SIP environments.
Avaya Aura Session Manager's SIP based routing provides more
centralized control capabilities and significant improvements
in scale and redundancy. It provides ABC Jiangsu
Branch with the ability to quickly and easily distribute new
and enhanced applications to the agents.
Avaya Aura® Experience Portal, an open source platform for
coordination of all automated voice and multimedia services
and applications, was also adopted to facilitate video self
service.
This announcement highlights Avaya's commitment to
bringing The Power of We™ to every Avaya customer to help
drive faster collaboration, smarter decisions and better
business results.
Quotes
"Financial institutions in China are keen to enhance
customer experience amid fierce competition and evolving
customer demands. We have seen strong interest from the
market on video technologies, and forerunners like ABC
Jiangsu are already integrating video as a critical part of
their customer service strategy. This has the potential
to bring customer service to the next level, and give these
institutions a service advantage in a fiercely competitive
market."
- John Wang, Managing Director, Greater China,
Avaya
Tags
Bank, China, one-X agent, one-X Communicator, video contact
centre, Aura
About Avaya
Avaya is a global provider of business collaboration and
communications solutions, providing unified communications,
contact centers, networking and related services to companies
of all sizes around the world. For more information please
visit
www.avaya.com.
Certain statements contained in this press release are
forward-looking statements. These statements may be
identified by the use of forward-looking terminology such as
"anticipate," "believe,"
"continue," "could,"
"estimate," "expect," "intend,"
"may," "might," "plan,"
"potential," "predict,"
"should" or "will" or other similar
terminology. We have based these forward-looking statements
on our current expectations, assumptions, estimates and
projections. While we believe these expectations,
assumptions, estimates and projections are reasonable, such
forward looking statements are only predictions and involve
known and unknown risks and uncertainties, many of which are
beyond our control. These and other important factors may
cause our actual results, performance or achievements to
differ materially from any future results, performance or
achievements expressed or implied by these forward-looking
statements. For a list and description of such risks and
uncertainties, please refer to Avaya's filings with the
SEC that are available at
www.sec.gov . Avaya disclaims any intention
or obligation to update or revise any forward-looking
statements, whether as a result of new information, future
events or otherwise.
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