In a bid to provide prompt, personalized and always-on customer services and further sharpen its competitive edge, Founder Technology Group Corporation (Founder Technology), a China-based IT products and services provider, announced it will deploy Unified Communications and total Contact Center solution from Avaya (News - Alert).

 

The Chinese company will invest $1.4 million to build a multimedia customer contact center based on the Avaya’s IP platform. Founder will place 300 seats in Suzhou city and another 100 seats in Beijing and thus will be able to centrally manage the contact center. The company will also easily share resources and extend applications within the whole system, which will enhance services level and operation efficiency.

 

Vice President of Founder Technology, Sun Guofu said in a statement that this is another significant move by Founder Technology to provide best of breed customer services to the industry.

 

Guofu noted that the new system will provide them with a superior technology and applications platform. He believes it will give their customers more choices, and more importantly, help them to provide personalized and innovative services though integration of contact center and business applications.

 

Avaya will help Founder’s customers to interact with the contact center via the most convenient or most preferred channels, including telephony, instant messaging, e-mail, and fax, and always get consistent experiences. As the Contact Center applications will be integrated with back office applications, each time a call comes in, the agent will instantly see the profile and transaction history of the caller, in order to provide timely and personalized services.

 

There are other benefits provided by Avaya. Customers can also interact with the agents through video, which will make it much easier to solve complicated customer issues. Also, the agents can seek help from co-workers or experts if needed, and they will be able to see the presence of those people, and immediately know who is available.

 

Dinesh Malkani, general manager of Avaya China, expressed his company’s pleasure that Founder Technology has picked Avaya to build its new customer contact center. He noted that China’s IT market is highly competitive, and it has been imperative for market players to make best use of communications technologies in order to win.

 

Founder Technology will reportedly use a total contact center solution from Avaya including Avaya Communications Manager, Automatic Call Distribution, Avaya Interaction Center, and Avaya Call Management System. Founder Technology also intends to further expand functions of the contact center so that agents can proactively touch the customer for purposes of market promotion, research, and customer retention.

 

The project is expected to finish by August of 2008.