Smartphone Maker Xiaomi Delivers Next-Generation Customer Experience with Avaya
23 Jun 2013
650-seat contact center provides superior and consistent customer experience across multiple communications channels
Open platform makes it easy to integrate social media and new applications, and will support the company’s expansion overseas
Beijing, China – Avaya, a global provider of business collaboration and communications solutions and services, today announced that Xiaomi, a leading mobile Internet technology company and one of the major smart phone producers in China, has adopted a total contact center solution from Avaya on which to build its next-generation customer service platform. This new platform enables Xiaomi to provide a superior customer experience and will strongly support its overseas expansion.
The new Xiaomi contact center, based on the industry leading Avaya Aura® communications infrastructure, currently has about 650 agents. They can efficiently handle customer inquiries through multiple channels – including voice, email, and web - and deliver a consistent customer service experience regardless of the channel selected. Xiaomi also plans to integrate social media into the same environment, along with Miliao (MiTalk) – Xiaomi’s own instant messaging system which now has 20 million users. These moves are set to further enhance customer service.
Xiaomi has experienced rapid growth since its establishment in 2010, and there are already 15 million users of its innovative smart phones. Xiaomi previously outsourced its customer service to a third party company, but decided to build its own contact center to better support business expansion and provide first-rate customer service. Xiaomi wanted a next-generation platform which would be able to leverage social media, since many of its fans are young people and heavy users of social media. Xiaomi also wanted an open platform, so that the company, which has a strong software development team of its own, can develop or add new applications as its business continues to evolve.
Xiaomi finally selected Avaya Aura ® Contact Center, a context-sensitive, collaborative, voice and multichannel customer contact solution. It allows Xiaomi to anticipate, automate and accelerate customer interactions, and can route up to six simultaneous multichannel contacts to the most appropriate resource through a unified agent interface. Avaya Open Queue Web Service allows any media type to be routed into the contact center, including social media such as Miliao, Weibo and WeChat.
Avaya Aura Contact Center’s SIP-based architecture makes it easy to expand and launch new capabilities. Although most of its customers are within mainland China, Xiaomi is expanding to overseas markets. With this highly reliable and scalable architecture, Xiaomi can easily extend its superior customer service to users in other markets.
Xiaomi has adopted Avaya Aura® Workforce Optimization which unifies Contact Recording, Quality Monitoring, eLearning, Workforce Management, Analytics, and Customer Feedback under one platform that provides a single user interface and centralized system administration and reporting. With Workforce Optimization, Xiaomi’s contact center and back-office operations can capture, share, and act on information across the enterprise.
Xiaomi is also using Avaya Aura® Experience Portal to help automate and centrally manage customer self service. From inbound to outbound customer care, Experience Portal provides Xiaomi with a single point of orchestration of all automated voice and multimedia applications.
All customer services agents at Xiaomi are equipped with Avaya one-X® Communicator, a rich unified communications client that provides simple, intuitive access to their everyday communications tools. The agents can effectively manage voice, video, voicemail, audio/video conferencing, email, instant messaging, and communication history all from a single interface, and can thus provide prompt, integrated and consistent service to customers.
Avaya Professional Services provided system implementation and development support services, especially around integration of Avaya one-X® Communicator and a third party softphone, as well the integration with social media.
Quotes "Xiaomi has revolutionised the smartphone market in China. As the global leader in the contact center area, Avaya is laser focused on supporting growing companies like Xiaomi create a competitive advantage from a fully integrated approach to customer experience management. We are excited to be working with such a dynamic organisation as Xiaomi to deliver service excellence across any medium – now and into the future." -John Wang, Managing Director, Greater China, Avaya
"At Xiaomi we attach great importance to user experience, and this is not just about using our products. We want to provide the best user experience to our customers and fans at every contact point, and this new contact center platform will be crucial for achieving this goal." -Lei Jun, Chairman and CEO, Xiaomi
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.
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