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In winning the category of Call Center Management software, Avaya has reinforced its leadership position in Hong Kong. According to Anthony Ma, director of customer service applications, Greater China, Hong Kong, the Hong Kong business has been growing steadily in recent times.
"The contact center market in Hong Kong is already a very mature market so to expect double digit growth is unrealistic-we are getting high single digit growth which is moderate," said Ma.
Much of the demand is from merger and acquisition activity in the telecoms sectors where companies need to merge or integrate existing call centers into single consistent operations.
"There's a lot of consolidation happening in the telco sector right now, particularly in the mobile space and we expect that to continue," Ma said.
He also noted that existing call centers at many firms are facing the need to expand as businesses grow. In many cases these companies are looking to expand call center operations to China. "We are supporting many projects where companies have expanded to the North and they need to maintain consistency across their operations," said Ma. "Companies will look to maintain a single system across the organization to enable a single consistent management view." |
IP drive
Companies with established operations are also looking to what Ma terms, "flatten, consolidate and expand." He added that most call center operations in Hong Kong today are already very sophisticated, they have IVR, workforce management and some are moving to IP-based systems.
Ma noted that call center deployments today are driven by a need for IP-based systems which allow for converged communications and simpler network management. The growth of SIP-based systems and use of communications platforms like Microsoft's Live Communications Server have enabled users to access high quality communications tools with presence management. This has given users multiple means of communication and messaging while also allowing for real time determination of available agents and partners who can help resolve calls with the necessary expertise.
Ma gave an example of a call center agent who receives a request about wealth management which they are not knowledgeable in, so they immediately see who is online and available to meet the customer request. Such technologies are creating a new dynamic in customer service, Ma added.
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ChangAn Auto bridges customers with Avaya
China's ChangAn Auto was experiencing fast-growing business demands and realized its call center operations needed expanding to cope with the rapid and imminent growth in customer enquiries and requests.
After assessing its needs and evaluating various products in the market, ChangAn Auto decided to deploy the Avaya S8700 Media Server to automate its call-taking processes. Designed to support a 300-seat contact centre, the Avaya solution allows ChangAn Auto's contact center agents to provide personalized service to its customers.
When a call comes in, the agents are provided with immediate access to the latest customer information from an existing Enterprise Resource Planning (ERP) system. With necessary data in hand, the agents can provide highly personalized service to every caller and respond to their requests quickly and with precision.
Ding Houping, deputy director of ChangAn Auto Information Centre said, "The Avaya Contact Centre Solution provides a bridge of communication between ChangAn Auto and our customers."
The system also helps the company retain existing customers, attract new ones and enhance staff productivity. It provides a platform for ChangAn Auto to find new markets and channels to expand its business, raise customer service levels and improve its competitiveness and profitability. Plus the company has saved approximately RMB 5 million annually in long-distance charges.
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