News : Avaya Works With China’s Automotive Service Provider Tuhu
Beijing, China, Aug 8, 2016 -- Avaya announced it is working with Tuhu.com, a B2C automotive maintenance e-commerce service platform in Chiba, to deliver a contact center.
Call volumes at Tuhu.com's customer service centers has risen rapidly, putting the old system under increasing pressure. In addition, Chinese shopping festivals such as "11.11" and "6.18" have brought additional challenges, with the system having to deal with sudden increases in demand for service during peak periods.
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Tuhu chose to deploy Avaya contact center solutions and effectively connect the two customer service centers located in Shanghai and Wuhu of Anhui Province, with Avaya Professional Services providing consulting, implementation, operation and maintenance services throughout.
The number of customer service agents has increased from 100 seats to 450, with the capability to expand to up to 5,000 seats in future.
"We are honored to assist Tuhu in building the next-generation contact center, facilitating enhanced customer experience and laying a foundation for continuous growth. For e-commerce companies in China, customer experience has become the focus of competition."
-- Chen Wei, Managing Director, Greater China, Avaya
"We are deeply impressed with the high stability of Avaya solutions and its ability to integrate with other technologies and applications. The rich experience of the team in the e-commerce industry and their consulting capability are also major reasons behind our choice. Since the project was completed in a very short time, we did not feel business disruption because of the upgrade. Tuhu is in a rapidly changing industry, which requires us to quickly respond to market changes and customer needs, and provide the best services in the industry. The new contact center platform will help us achieve these goals. "
-- Yu Bing, IT director of Tuhu
Posted by Veronica Silva Cusi, news correspondent
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Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Published: Wednesday, August 10, 2016
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