China Resources Transforms Customer Experience for 22 Million Users with Avaya Engagement Solutions

11 Apr 2016
 
Beijing, ChinaAvaya, a global leader in business communications software, systems and services, announced today that China Resources Gas, one of the largest gas utilities groups in China, has deployed engagement solutions from Avaya to build a multi-channel contact center to transform the customer experience for 22 million users. The first phase of the project covering more than 70 member companies is already operational, with the system scheduled to go into full operation next year for the headquarters and almost 200 member companies.
 
China Resources Gas has seen rapid growth since its establishment in 2007, with 213 city gas projects in 22 provinces of China as of June 2015, and was looking for a new platform to better serve its growing customer base. China Resources Gas was also keen to consolidate resources of the headquarters and member companies to provide efficient and consistent customer services and deliver the best possible service. According to the BT and Avaya Autonomous Customer 2015 report, 90% of consumers in China would buy more from organizations that make it easier for them to do so.   
 
Avaya is a recognized leader in delivering customer engagement solutions around the world, with expertise in helping businesses manage and optimize growth, operational performance, and agent engagement and productivity. Avaya contact center solutions will bring together centralized data and resource management and distributed agents to enable multi-channel, personalized services and laying down an infrastructure to migrate the customer service center to private cloud in the future.
 
Management and operation of the whole customer service center, including resource allocation and deployment of new applications, is conducted in China Resource Gas’ headquarters in Shenzhen City, Guangdong Province. The customer service agents receive timely support as needed, while being able to get instant access to rich information about the client they are serving to provide prompt and personalized services.
 
To ensure high availability, a disaster center was established in Zhengzhou city of Henan Province which can smoothly take over management and operation of the contact center in case of emergencies.
 
Quotes:
 “We are very pleased to be able to support China Resources Gas’ transformation of its customer services.  People in China are having higher and higher expectations on public services and utility services and for companies like China Resources Gas, it is critical to provide highly efficient customer engagement and first-rate customer experiences.  Avaya is devoted to enable enterprises in China to build future-proof and efficient customer service platforms by integrating Avaya’s global vision and leading technologies with the requirements of individual companies.”
 Chen Wei, Managing Director, Greater China, Avaya Inc.
 
“We have met with a lot of challenges in the design and construction of our customer service system, as we need to support a large number of member companies and geographically distributed agents. The infrastructure proposed by Avaya, featuring centralized management and distributed deployment, can well support our demands. We also value Avaya’s capability to provide total solutions, which makes the whole project more efficient, and enables us to focus on our core business and continuously provide best experiences to customers.”
Du Hong, Assistant General Manager of Information Department, China Resources Gas
 
Tags:
Avaya, China, contact center, customer service, customer engagement, utility, gas
 
About Avaya:
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Development Platform enables third parties to create and customize business applications for competitive advantage.  Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.avaya.com
 

Christina Knittel

408-496-3417

crknittel@avaya.com