Applications Provider to Deliver World-Class Service to Its 16 Million
AIS successfully rolls out new Contact Centre - designed, implemented and
maintained by Avaya with total contract value of US$4 million. AIS selected
Avaya for its robust, scaleable contact centre platform and reliable
Call Centre now handles higher capacity and load; experiences improved
efficiency, customer response and service
BANGKOK, Thailand, Sept. 22 /CNW/ -- Avaya Inc.
(NYSE: AV), a leading global provider of business communications applications,
systems and services, today announced that it has successfully designed and
deployed the Avaya Call Centre solution in a US$4 million contract with
Advanced Info Service Public Company Limited (AIS), Thailand's leading
provider of mobile network systems. Avaya was tasked to deliver the full scope
of service, from solution design and implementation, through a five year
maintenance contract, and since then, AIS has experienced dramatic
improvements to call centre efficiency, productivity and customer service
After a stringent selection process that involved many other global
vendors, AIS selected Avaya to help implement a world-class call centre. The
Avaya team set out to design and implement a call centre platform that met
AIS' need for a more robust system, with greater bandwidth to effectively
handle consistently large volume of calls. In line with Avaya's partnership
approach, the contract also involves a 5-year support and maintenance
agreement that will see both AIS and Avaya working closely to fine tune the
solution to ensure AIS' business expectations are met.
"Agent efficiency, productivity levels and customer satisfaction have
increased significantly, thanks to the Avaya system and we are enjoying
business benefits that we did not with the previous system. We have not
simply found a contact centre solutions vendor; we have found a true partner
in Avaya, which has met our stringent requirements on call processing, routing
capabilities, and seamless integration into our existing infrastructure,
without compromising service to our over 16 million subscribers. In addition,
we also saw in the Avaya solution, an opportunity to scale in order to support
the more diversified needs of the Shin Group, of which AIS is a part of. Avaya
has surpassed our expectations and we are confident of growing this
relationship even further," said Ms. Vilasinee Puddhikarant, Managing Director
of Advanced Contact Center Co. Ltd (ACC), a wholly-owned AIS subsidiary that
operates all its call centers.
With Avaya's deployment of its highly versatile, flexible and
interoperable solution that include Avaya IP Media Server/Gateway, Avaya Call
Centre Application, Avaya Interaction Centre (multi-channel), Avaya Predictive
Dialing System, and Avaya Call Management System, the AIS call centre today
experiences significant business benefits that include:
-- Enormous flexibility and bandwidth in routing decisions. AIS enjoys
higher capacity and load through an Avaya IP Architecture that
provides a Media Server and Gateway with business continuity support.
-- Reduced costs while increasing operational efficiency and
effectiveness by supporting agent specialization and call centre
consolidation. AIS previously operated its call centre through many
disparate sites. With the Avaya Virtual Call centre, two main sites
and five remote sites have been integrated into one centralized
virtual IP Contact Centre, resulting in ease of management, reduced
costs and more effective load balance flow between sites.
-- Comprehensive set of administration, reporting and monitoring tools
offer AIS a 360 degree view of its customer activity. A suite of
extensive reports provide complete summaries and details across
multiple sites and communication channels, allowing AIS to fully
track, schedule and optimize it's resource deployment
"The partnership approach was key to the success of this project.
Additionally our superior technology and solutions, in-depth knowledge and
understanding of the local market helped the Avaya and AIS team formulate a
highly effective solution that also quickly reaped a high return on
investment," said Mr Sutas Kongdumrongkiat, Country Director for Avaya
Thailand. "Being selected over other global business communications providers
reinforces Avaya's leadership, vision and leading edge technology in the
market, and highlights our ability to customize our solutions to meet
customers' stringent requirements."
Avaya Inc. designs, builds and manages communications networks for more
than 1 million businesses worldwide, including over 90 percent of the FORTUNE
500(R). Focused on businesses large to small, Avaya is a world leader in
secure and reliable Internet Protocol (IP) telephony systems and
communications software applications and services.
Driving the convergence of voice and data communications with business
applications -- and distinguished by comprehensive worldwide services -- Avaya
helps customers leverage existing and new networks to achieve superior
business results. For more information visit the Avaya website:
About Advanced Info Service Public Company Limited
Advanced Info Service Public Company Limited (AIS), a subsidiary of Shin
Corporation PCL., is the established leader in Thailand's wireless
communications industry after more than twelve years of services with its
subscriber base of more than 16 million and market share more than 60%.
To date, AIS service network covers 795 districts (amphur) throughout
Thailand, plus international roaming across in six continents. Additionally,
indoor coverage has been greatly expanded in both Bangkok and the provinces.
AIS has continuously enhanced and expanded its network in order to respond to
the market and technological advances, whilst keeping abreast of consumers'
growing demands and needs. It continues to integrate the latest in advanced
technology and deliver more than just voice communication, with GPRS and EDGE
AIS strongly believes that wireless communications bring changes to the
way Thai people live their life, regardless of who they are and what they do.
With endless communications possibilities, the quality of life is better.
Visit our web site at http://www.ais.co.th.
About Advanced Contact Center Co., Ltd
Advanced Contact Center Co., Ltd (ACC) was the first call center in
Thailand and presently operates all the call centers of AIS. Originally a
department within AIS, ACC was established as a wholly owned subsidiary in
2002. ACC's 1,500 inbound and 400 outbound agents handle an average of
1.6 million inbound and 200,000 outbound calls monthly.
For further information: media inquiries, Rita Aspen, +65-6872-8750,
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CO: Avaya Inc.
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-0- Sep/22/2005 11:16 GMT
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