Avaya Contact Center Technologies Mission Critical to SCHSA's Support for Senior Citizens in Hong Kong

29 Apr 2014
  • Senior Citizen Home Safety Association (SCHSA) agents have quick access to rich information helping them provide prompt and personalized services
  • Highly scalable platform can easily expand to accommodate future growth of incoming calls due to pressing ageing challenge in Hong Kong
  • Senior citizens can connect with SCHSA through a variety of channels and receive consistent, quality service
Hong Kong – Setting a course for the future demands of a growing elderly population, Senior Citizen Home Safety Association (SCHSA) is embracing leading-edge contact center technologies from Avaya, a global provider of business collaboration and communications solutions and services. SCHSA deployed Avaya Contact Center solutions, to connect more than 200 agents and enhance their services for the elderly community in Hong Kong.  
As a social enterprise and non-profit organization, SCHSA strives to enhance the living quality of the elderly in the community through the use of technology, people-oriented services and innovative methods.
SCHSA receives nearly 730,000 incoming calls in a year through its Safety Services, which include Personal Emergency Link Service, Safety Phone Service, Mobile Link Service and e-Care Link Service. Apart from emergency support, many Safety Services users also make calls to SCHSA for information about the weather and advice about different aspects of their daily routines.
With the Avaya Contact Center solutions, the agents are assured rapid access to the right information and can provide prompt and personalized services.  For example, when a call comes in, user's profile can be identified by having the Avaya solution linking with SCHSA’s CRM.  This is particularly critical for SCHSA if the caller's life is on the line and need for immediate emergency service is imminent.
Based on Avaya Aura® Communication Manager and Avaya Aura Call Center Elite, the Avaya solutions provide optimum performance and accessibility, through automatic backup servers that take over without disrupting communications and services. SCHSA deploy both digital and analog phones to facilitate smooth migration and to further strengthen business continuity. Service users are never left without the support they need.
It also delivers a holistic, proactive experience by enabling SCHSA to centralize and orchestrate all mobile, web and contact center interactions that occur throughout a customer care cycle in the future.
SCHSA can easily manage interactive and proactive outreach and self-service applications over multi-channels from a single platform. Senior citizens can connect with SCHSA through a variety of channels and they will get consistent services. The system can also be easily expanded to accommodate future needs and growth.
"SCHSA is pledged to enhance life quality of seniors by utilising cutting-edge technology. A highly reliable phone system is critical to our Safety Services. We are pleased to deploy Avaya solutions which allow communications enabled applications in future that we can tailor services for different needs."
Ms. Daisy Kwan, General Manager of SCHSA
"Hong Kong's senior citizens have given a lifetime of hard work and dedication – and they deserve only the best in their retirement years. SCHSA’s Personal Emergency Link Service has helped senior citizens in Hong Kong for many years. We are honoured to be a part of this essential service, and providing even better care and assistance to a rapidly growing segment of our community."
- Timothy Mak, Managing Director, Hong Kong and Taiwan, Avaya
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.
Senior Citizen Home Safety Association (SCHSA) was founded by a group of passionate individuals in 1996 as a self-financing social enterprise and charitable organization in Hong Kong. Its mission is to enhance the living quality of the elderly in the community through the use of technology, people-oriented services, and innovative methods. For more information please visit www.schsa.org.hk/en/.
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.