China's Online Store Yihaodian Delivers Enhanced Customer Experience with Avaya

18 Oct 2013
  • Total contact center solution from Avaya enables consistent customer experience across multiple channels to support continued growth
  • New solution deployed in time to ensure Yihaodian could effectively manage increased customer inquiries during its 5th anniversary promotional campaign
Beijing, China – Avaya, a global provider of business collaboration and communications solutions and services, today announced that Yihaodian (translated as 'Number One Store'), a leading online store in China which celebrated its 5th anniversary in July this year, has deployed an end-to-end multimedia contact center solution from Avaya in order to deliver a first-class customer experience and to support promotional campaigns around its milestone 5th anniversary.
 
Yihaodian has experienced rapid growth since its establishment in 2008, and boasted over 40 million registered users and a revenue of 445 million USD by the end of 2011.  In this highly competitive e-commerce sector, great customer service is a vital differentiator.  Yihaodian has built a new 450-seat customer service center, based on the industry leading Avaya Aura® communications infrastructure.  With the new system, customers can contact Yihaodian through whichever channel they prefer, including mobile phone, desk phone, email, fax and web, and will always get a consistent experience. The contact center is also integrated with key business applications, such as the logistics system, so that the agents are equipped with the most up-to-date information about products, promotional activities and customer orders. This makes management of customer inquiries both more personalised and more efficient.
 
The end-to-end Avaya Aura® Contact Center solution adopted by Yihaodian includes Avaya Aura ® Communication Manager, Avaya Experience Portal, and Avaya Aura® Workforce Optimization. Avaya Professional Services has provided project management and implementation services.
 
Avaya Aura® Communication Manager delivers rich voice and video capabilities in a highly reliable way.  Reliability is crucial for Yihaodian which often experiences significant seasonal hikes in customer transactions and inquiries.
 
Avaya Aura® Workforce Optimization gives Yihaodian a centralized way to record customer interactions, customer feedback management, as well as speech and data analytics, so as to continuously improve customer service.  It also enables Yihaodian to manage agent resources and schedule them according to actual needs to optimize performance.
 
The entire contact center deployment for Yihaodian is based on SIP infrastructure, and can expand easily to add new sites or integrate new technologies and new service channels, such as social media.
 
Quotes
"Customers of e-commerce companies can more easily jump from one supplier to another, which makes a rewarding user experience all the more critical to success.  As a pioneer in China’s online shopping industry, Yihaodian is fully focused on delivering a first-rate customer experience, and Avaya’s solutions excel in supporting that very goal."
- John Wang, Managing Director, Greater China, Avaya
 
"What we are offering to customers is not limited to products. Our objectives are changing people’s lifestyle and making them live better, ‘save energy, save money, save time’. We are dedicated to constantly enhancing our customer’s shopping experience. The new contact center as a place to directly interact with our customers has played a critical role."
- Harvey Wang, Vice President , Yihaodian
 
Tags
China, e-commerce, on-line store, customer service, Aura, WFO, SIP
 
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.
 
About Yihaodian
Launched in 2008, Yihaodian is one of the leading B2C e-commerce companies in China. Selling over 2 million of products throughout China. Yihaodian is committed to offering a vast selection of products at low prices and a superior customer experience enabling its customers to enjoy a modern lifestyle. For more information, please visit www.yhd.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