China's Qilu Bank Adopts Avaya Solutions for Contact Center Upgrade

26 Sep 2012
  • Targets enhanced customer satisfaction through 24/7 automation of inbound and outbound services, and multi-channel interaction
  • Bank has deployed 80 contact center seats and expects to expand to 150-200 seats
  • Enhances  management with the help of applications such as Avaya Agent MAP®
Beijing, China – Avaya, a global provider of business communications and collaboration systems and services, today announced that Qilu Bank Co., Ltd. (Qilu Bank), the first and largest city commercial bank established in Shandong Province, has chosen Avaya’s solution to upgrade the bank’s contact center system in order to enhance customer service and management efficiency.
 
Qilu Bank, established in June 1996, was looking for a cost-effective and highly efficient solution to upgrade its contact center system due to increasing client demand for quick response and better service. After careful consideration, Qilu Bank determined that Avaya was best placed to address the bank's network infrastructure needs and help it win in the competitive banking market, thanks to its state-of-art solutions and in-depth understanding of the banking industry.
 
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. 
 
Avaya Aura® Communication Manager is a key component of Avaya Aura, Avaya’s architecture for next generation, people-centric collaboration. It will deliver rich 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. Qilu Bank can easily expand the system as business grows. 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.  Managers can lay out seat charts as they desire on the screen, display real-time data from Avaya CMS, and show the status of each agent visually using colors and icons.
 
According to Qilu Bank, with these new solutions from Avaya, it now has an efficient contact center system in place, which can help the bank boost customer experience and operation efficiency, and also get it well prepared for future expansion. The bank is impressed with the reliability of Avaya solutions, and its significant experience and understanding of the banking industry in Asia.
 
This announcement highlights Avaya’s commitment to bringing The Power of We™ to every Avaya customer to help drive faster collaboration, smarter decisions and better business results.
 
Quotes:
 
"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."
John Wang, Managing Director, Greater China, Avaya
 
Additional Resources
• Learn more about Avaya Aura® Communication Manager
• Visit the website for Qilu Bank
 
Tags
Avaya, Bank,  Avaya Agent Map, Avaya Aura® Communication Manager, The Avaya Aura® Call Center Elite, Avaya Experience Portal, Avaya Call Management System, China
 
About Avaya:
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
 
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

Michael Miao

86-10-8516-5519

miao@avaya.com