Qilu Bank deploys Avaya Solutions to upgrade contact center system
Sep 28, 2012 (Datamonitor via COMTEX) --
Avaya Inc, a provider of business communications and collaboration systems and services, has announced that Qilu Bank Co, Ltd, has selected Avaya's solution to upgrade the bank's contact center system in order to enhance customer service and management efficiency.
The Avaya solutions adopted by Qilu Bank include Avaya Aura Communication Manager running Avaya Aura Call Center Elite, Avaya Aura Experience Portal, Avaya Call Management System and Avaya Agent MAP. With this solution, Qilu Bank has deployed 80 contact center seats in Jinan, the capital of Shandong province, and as its business grows, will expand to 150-200 seats in Shandong, as well as in other provinces, the company said.
Avaya Aura Communication Manager is a key component of Avaya Aura, Avaya's architecture for next generation, people-centric collaboration. It will deliver voice and video capabilities to the contact center agents of Qilu Bank and provide for a resilient, distributed network of media gateways and analog, digital and IP-based communication devices. The Avaya Aura Call Center Elite is an Automatic Call Distribution application that maximizes routing and resource selection, allowing agents to handle calls more effectively and improving overall productivity.
With Avaya Aura Experience Portal, Qilu Bank can enhance customer satisfaction and lower service costs, with convenient 24/7 automation of inbound and outbound interactions. Customer can interact with Qilu Bank through a wide array of channels, from voice to mobile, email and SMS.
Avaya Call Management System (CMS) will help Qilu Bank to identify operational issues in its contact center and take immediate action to solve them. With easy access to real-time and historical data, managers can make faster, better informed decisions, for more effective contact-center operations. Avaya Agent MAP is also being adopted to further enhance efficiency, the company added.
John Wang, managing director, Greater China, Avaya, said "City Commercial Banks in China quite often have to compete with banks that are much larger than them, hence adoption of leading technologies and applications is all the more important. We believe the new infrastructure will not only enable Qilu Bank to compete more effectively within Shandong province, but also expand to a much broader market place."
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