AVAYA will devote itself to the development of e-commerce solutions. At present, the company's products include: industry-leading DEFINITY enterprise communication server, VoIP solution, Cajun campus data network switch, wide area network products, network security equipment, network management software, enterprise wireless solutions for local area network and building communication, information processing and customer relationship management solutions. AVAYA is a global leader in information processing technology and call center, and also a leader in American voice communication system, with strong sales and service resources.
AVAYA will base itself on the existing strong technological advantages and continue to rely on world-class research and development capabilities to create more advantages with the characteristics of the times; AVAYA will cooperate with the best business partners to provide the best communication solutions for enterprises.
CentreVu call center
In terms of call centers, AVAYA has established more than 65,438+08,000 call centers around the world. According to statistics of Pelorus Consulting Group 1998, the sales revenue and the number of business representatives supported by the CentreVu call center rank first in the United States. Especially in terms of sales revenue of new business representative seats and new business representative seats, the market share is 35.8% and 38.3% respectively, which is 65,438+00 percentage points higher than that of competitors. In addition, according to the survey results of American Dataquest, the market share of CentreVu call center 1998 in Western Europe is 19.6%, making AVAYA the largest call center market supplier in Western Europe. In the Asia Pacific region, according to Frost &; According to Sullivan's latest market survey, the market share of CentreVu call center is over 32%, and it is in a leading position.
In order to meet the needs of domestic e-commerce development, AVAYA Company launched the Internet call center solution for the first time in China from June 65438 to September 0999. Internet call center can transform the traditional call center into a multimedia call center, thus providing enterprises with various media access methods including voice, VoIP, text chat, email and so on. To help enterprises provide the highest level of online customer service and complete transactions online quickly. AVAYA also officially launched the Chinese version of the Internet call center solution in China in July 2000.
In China market, CentreVu call center enjoys a high reputation and market share, and has also achieved brilliant results. AVAYA's customers are all over the telecommunications industry, financial industry, transportation industry, manufacturing industry and public service industry. Typical customers include: Shenyang Telecom Customer Service Center, Guangzhou Mobile Bureau, Shanghai Mobile Bureau, China Industrial and Commercial Bank Shanghai Branch and Beijing Branch, China Construction Bank Guangzhou Branch and Beijing Branch, IBM Information Support Center, Qingdao Public Utilities Bureau, China Southern Airlines, Shanghai Pudong International Airport and Haier Group. AVAYA's Internet call center customers in China include: Beijing Telecom Hongfan Multimedia Call Center (the first Internet call center customer in China), Dalian Telecom Multimedia Call Center, Chengbo Information Technology Co., Ltd. (outsourcing Internet call center), Shanghai Tesco, Sihai Tongjie Reservation Company, etc.
In order to provide better service to users in China, AVAYA established a regional technical support center, training center and demonstration center in Shanghai 1998, and established a call center laboratory with Tsinghua University * * * in 1999 to help call center partners develop applications.