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2020-2-25

Avaya Deploys Remote Home Agent Solution for Hainan Airlines

Since the outbreak of COVID-19, many companies have responded by adopting remote office methods to prevent the spread of the virus and avoid cross-infection. This has helped to protect the physical health of employees, while also assisting in epidemic prevention, control and treatment.

Hainan Airlines, a major airline based in China, is one such company. In 2018, it received the SKYTRAX ‘Five-Star Airline’ award for the eighth consecutive year, and is constantly ranked as a global top 10 airline. Hainan Airlines also prides itself on paying close attention to the growth and health of its employees, and strives to create a safe and pleasant working environment.

In response to the COVID-19 epidemic, Hainan Airlines, with the assistance of Avaya, has deployed a remote home agent solution in order to ensure the health of agents, and contain the spread of the epidemic. Based on Avaya's IX Workplace and IX Contact Center technology, the airline migrated its original customer service system to employees’ homes and mobile terminals to enable remote access and continue providing services to passengers.

This not only avoids the possibility of virus transmission in a centralized office environment, ensuring the health of employees, but also continues to provide passengers with a full range of seamless customer service, maximizing the protection of passengers' rights and interests.

Hainan Airlines and its holding subsidiaries operate more than 1,800 domestic and international routes, covering Asia, Europe, North America and Oceania. Such a large airline network is naturally wholly dependent on the functioning of its customer service department. And with an epidemic gradually spreading, ensuring the health of the agents became paramount to the smooth operation of the business.


A Hainan Airlines agent working from home

From conception to launch in five days

Following several rounds of communication, Avaya and Hainan Airlines, an Avaya customer, worked to understand what would be required to implement a work-from-home solution for agents. The airline selected a suite of Avaya remote agent solutions, with customer call routed automatically to an outbound connection that links the agent’s office number to his or her mobile phone number or landline. Business systems can be securely accessed via desktop with remote Teamview solutions, ensuring that customer calls can not only be accepted as normal, but requests can also be carried out as expected. This is all wrapped up in a three-dimensional, complete, closed-loop communication network.

With the epidemic spreading, the two companies entered into a race against time to get the system up and running and fully operational as soon as possible. With its partner, Shenzhen Digital Technology Co., Avaya was able to implement the new system in just five days. This involved installing a large number of agents' remote computer operating systems, configuration of soft phones, quality inspection, installing screen recording software, business software, testing, and fixing any issues. The aim was to ensure that agents could undertake all customer service tasks from home in a timely manner, enabling them to continue providing the highest quality services for passengers and users.


A Hainan Airlines agent working from home

Since the outbreak, Avaya’s technology has provided an effective guarantee of the smooth operation of Hainan Airlines’ contact center. The solution also helps avoid cross-infection, slowing the spread of COVID-19 and guaranteeing the health of employees.

关于前瞻性陈述的注意事项

本文包含某些前瞻性陈述。除历史事实陈述外,所有陈述均为服从美国联邦及各州证券法规定的"前瞻性"陈述。此类陈述可通过预计相信继续可能估计预期打算可能愿景计划潜在初步预测应当将会、或者其它否定、或变体、或类似前瞻性术语的使用为标记,其中包括但不限于公司NYSE上市和注册声明的预期生效。此类前瞻性陈述建立在公司目前的期望、假设、估计和预测的基础上。尽管公司相信此类期望、假设、估计和预测是合理的,但此类前瞻性陈述仅作为预测,并涉及已知及未知的风险和不确定性,其中许多不在公司控制范围内。在公司向美国证券交易委员会提交的Form 10注册声明中讨论到的此类因素可能导致实际结果、业绩或成果同此类前瞻性陈述中明示或暗示的任何未来结果、业绩或成果之间存在实质性不同。如需进一步查询此类风险与不确定因素的列表和描述,请参考Avaya公司向美国证券交易委员会(SEC)提交的文件,详见网站 www.sec.gov请注意,公司SEC备案文件中列出的重要因素可能并未完整包含您重视的所有重要因素。此外,鉴于上述风险与不确定性,本文所载前瞻性陈述中提及的各个事项可能不会实际发生。除非法律另行要求,否则无论是出于新资讯、未来事件或其它任何情况,公司都不承担任何义务公开更新或修改任何前瞻性陈述。

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彭静瑜

Avaya公关部

peng16@Avaya.com

(86 10)8516 5578

姜晓轩

北京印象森林咨询有限公司

jiangxiaoxuan@imprforest.com

(86)13520500934

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