Beijing, China – China Railway Express, a leading logistics company in China, has selected contact center solutions from Avaya to enhance operational efficiencies and provide superior customer service to businesses and consumers across the country.
China Railway Express has 28 customer service centers where their customers can contact the company through a single number. However, the service centers operate in isolation and use different brands in their communications systems. This resulted in low efficiency and made it hard to provide a consistent customer experience.
Based on an IP network, the new contact center system from Avaya will seamlessly connect all the 28 service centers. China Railway Express can extend uniform applications to all the centers from Beijing, where it is headquartered, and also share agent resources among the branches when needed.
With this new system, 200 contact center agents will have access to the same customer and transaction information, although they are based in 28 different cities. Customers will get consistent services and brand experiences no matter where they call. Operation efficiency will also be enhanced since the system can be managed and upgraded centrally.
Some of the agents will be using Avaya IP telephones, while others will continue to use the digital and analog phones they have now, with plans for a step-by-step migration. This further protects the company’s existing investment in communications systems. China Railway Express plans to expand the system to more than 1500 seats to support business growth and further enhance customer services.
According to China Railway Express, the new system will raise the operation efficiency of its contact center, facilitate more innovative services, and thus help the company to enhance customer service level and increase revenues. China Railway Express believes that the new system will enable it to greatly sharpen its competitive edge in the market.
John Wang, Managing Director of Avaya China, said, “We are very pleased that China Railway Express has selected Avaya for their new customer services system. Logistics industry is highly competitive and communications technologies can play a critical role in enhancing competitiveness of the market players, as we will see with case of China Railway Express. In cooperation with our channel partners, Avaya will bring innovative communications solutions into multiple verticals in China and help companies there to be more successful.”
The Avaya total solution is comprised of Avaya Communications Manager, Avaya S8730/S8300 Media Servers, Avaya G650/G430 Media Gateways, and Avaya 1608 IP Telephones.
About Avaya
Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com.
