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Air China Offers Enhanced Customer Service with Avaya's Solutions


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July 06, 2007

Air China Offers Enhanced Customer Service with Avaya's Solutions

By Niladri Sekhar Nath
TMCnet Contributing Editor

When it comes to increase sales and enhance customer service, Air China, one of the leading airlines of the country, has relied on Avaya's (News - Alert) intelligent communications solutions. Since the deployment of advanced contact center technologies in August 2006, Air China's Telephone Sales and Services Center has achieved revenue increase of nearly 300 percent.

Avaya's intelligent communications solutions have made the center more attentive in responding to customer demands and offering personalized services. Thanks to the new system, customer calls can be routed to the agents with the right skills flawlessly. In return, customers get timely and personalized services from Air China's 300 agents in Beijing, Shanghai and Chengdu on flight bookings, seat upgrades, VIP services, or consulting.     
"The new system has made us more intelligent in handling customer inquiries and fulfilling transactions," said Huang Feng, senior manager of Telephone Sales and Services Center, Air China. "As a result, the Center has become a strategic asset that greatly boosts our sales and client services ability."
Air China has plans to expand the system and deploy more applications so as to integrate the center with business applications. Thus, the company aims to become more agile and efficient in serving customers.
The Avaya intelligent communications solution comes with Avaya S8710 media server, Automatic Call Distribution, Avaya Interaction Center, Avaya Interactive Response, and call management systems.
"The case of Air China is a clear illustration of how Intelligent Communications is bringing real business benefits to enterprises," said Dinesh Malkani, general manager of Avaya China. "Intelligent Communications is not just a vision, it is here and now. As the leader of enterprise communications, and the first company to come up with this concept, Avaya is devoted to helping enterprises in China to become more productive and competitive leveraging communications technologies and applications."
Niladri Sekhar Nath is a contributing writer for TMCnet covering telecommunications, service providers and networking
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