Avaya, a business communications software, systems and service provider, has announced its collaboration with Tencent QQ on March 24, 2016 to drive digital transformation among businesses in China.
The Avaya contact centre technologies will be integrated with the QQ instant messaging application to help enterprises deliver unique omni-channel experience to customers.
The integration of the two services will offer enhanced voice/video and converged communication capabilities on the QQ platform; more flexible and personalised services through channels picked by customers; expansion of current, voice-only self-service menus (it will include visual menus which are accessible through the QQ app on the customer's phone); direct access to live customer service; and consistent quality of the service from any channel through the integration of the interaction information in QQ with data from other channels enabled by the contact centre technologies of Avaya.
"Enterprises today are under pressure to evolve digitally and deliver a true omni-channel customer experience. They need to consolidate consumer information from all the channels - voice, web, SMS, instant messaging, and use Big Data and analytics to create accurate profile of their consumers. This will enable enterprises to provide the superior and intelligent services their customers expect today," said Chen Wei, managing director of Avaya Greater China.
"User experience is the core of customer service. QQ Enterprise Telephone is featured with visual interface, converged communications, high customer retention rate and unified services. The users can enjoy all these functions on the mobile phone. Compared with the traditional enterprise customer service center, it significantly improves the user experience, and reduces the cost of the enterprise. The cooperation between QQ and Avaya is of great importance to both sides," said Xian Ye Cheng, general manager of Instant Messaging Products in Tencent QQ.
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