Founder Technology to Enhance Customer Service with Avaya Unified Communications and Multimedia Contact Center

Founder Technology will invest US$1.4 million to build an IP based contact center; Customers can interact with the customer contact center via rich channels, including instant messaging and videos

Founder Technology Group Corporation (Founder Technology), one leading IT products and services provider of China, will deploy Unified Communications and total Contact Center solution from Avaya, in order to provide prompt, personalized and always-on customer services and further sharpen its competitive edge. This is jointly announced today by the two companies during a signing ceremony.

Founder Technology will invest US$1.4 million to build a multimedia customer contact center based on IP platform. The project is expected to finish by August of 2008, and Founder will place 300 seats in Suzhou city, and another 100 seats in Beijing. As a result, Founder Technology will be able to centrally manage the contact center, and easily share resources and extend applications within the whole system, so as to enhance services level and operation efficiency.

Customers will be able to interact with the contact center via the most convenient or most preferred channels, including telephony, instant messaging, email, and fax, and always get consistent experiences. The Contact Center applications will also be integrated with back office applications, so that every time a call comes in, the agent will instantly see the profile and transaction history of the caller, in order to provide timely and personalized services.

Customers can also interact with the agents through video. The agents will have video cameras and can do live demos to the customers when needed. They can also choose to push pre-made video clips to the customers. With permissions of the customers, the agents can even remotely operate computers of the customers. This will make it much easier to solve complicated customer issues.

The agents can also seek help from co-workers or experts if needed, and they will be able to see the presence of those people, and immediately know who are available.

Sun Guofu, Vice President of Founder Technology, said: “This is another significant move by Founder Technology to provide best of breed customer services of the industry, following announcement of the hotline end of 2007 which enables customers to access to all services through a single number. While the hot line makes it easy for our clients to get in touch with us, the new system will provide us with a superior technology and applications platform. It will give our customers more choices, and more importantly, help us to provide personalized and innovative services though integration of contact center and business applications.”

Founder Technology will deploy a total contact center solution from Avaya including Avaya Communications Manager, Automatic Call Distribution, Avaya Interaction Center, and Avaya Call Management System. In the future, Founder Technology plans to further expand functions of the contact center so that agents can proactively touch the customer for purposes of market promotion, research, and customer retention.

Dinesh Malkani, General Manager of Avaya China, said: “We are pleased that Founder Technology has chosen Avaya to build its new customer contact center. China’s IT market is highly competitive, and it has been imperative for market players to make best use of communications technologies in order to win. We are deeply impressed by the originality and vision that Founder Technology has demonstrated.”