News : China Resources Transforms Customer Experience for Users With Avaya Engagement Solutions
Beijing, China, April 11, 2016 -- Avaya, a global provider in business communications software, systems and services, announced that China Resources Gas, a gas utilities group in China, has deployed engagement solutions from Avaya to build a multi-channel contact center to transform the customer experience for its users. The first phase of the project covering more than 70 member companies is already operational, with the system scheduled to go into full operation next year for the headquarters and almost 200 member companies.
China Resources Gas was also keen to consolidate resources of the headquarters and member companies to provide efficient and consistent customer services and deliver the best possible service.
Management and operation of the whole customer service center, including resource allocation and deployment of new applications, is conducted in China Resource Gas' headquarters in Shenzhen City, Guangdong Province. The customer service agents receive timely support as needed, while being able to get instant access to rich information about the client they are serving to provide prompt and personalized services.
To ensure high availability, a disaster center was established in Zhengzhou city of Henan Province which can smoothly take over management and operation of the contact center in case of emergencies.
"We are very pleased to be able to support China Resources Gas' transformation of its customer services. People in China are having higher and higher expectations on public services and utility services and for companies like China Resources Gas, it is critical to provide highly efficient customer engagement and first-rate customer experiences. Avaya is devoted to enable enterprises in China to build future-proof and efficient customer service platforms by integrating Avaya's global vision and leading technologies with the requirements of individual companies." Chen Wei, Managing Director, Greater China, Avaya Inc.
"We have met with a lot of challenges in the design and construction of our customer service system, as we need to support a large number of member companies and geographically distributed agents. The infrastructure proposed by Avaya, featuring centralized management and distributed deployment, can well support our demands. We also value Avaya's capability to provide total solutions, which makes the whole project more efficient, and enables us to focus on our core business and continuously provide best experiences to customers." Du Hong, Assistant General Manager of Information Department, China Resources Gas
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: Tuesday, April 12, 2016
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