Avaya, a global leader in business communications software, systems and services, and Tencent QQ announced today a strategic alliance aimed at driving digital transformation for enterprises in China. The QQ instant messaging application will be integrated with Avaya contact center technologies to help companies deliver the true “omni-channel” experience customers want in the era of Internet Plus.
QQ is China’s most popular instant messaging application with more than 800 million users. The integration of Avaya contact center and Tencent QQ will enable:
• Enhanced voice/video and converged communication capabilities on the QQ platform.
• More flexible and personalized services through customer-preferred channels.
• Expansion of current, voice-only self-service menus to include visual menus accessible through the QQ app on the customer’s mobile phone.
• Direct access to a live customer service agent through the QQ app.
• Consistent, quality of service from any channel via the integration of the interaction information in QQ with data from other channels enabled by Avaya contact center technologies.
The two parties will also collaborate in terms of marketing. This joint announcement was made today during the “2016 Avaya Greater China User and Partner Conference” held in Zhuhai City of Guangdong Province.
Chen Wei, Managing Director of Avaya Greater China, said: “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. As the most popular instant messaging application in China, Tencent QQ will be a critical channel for ‘Omni-channel’ services. We are very proud to enter into this alliance with Tencent, and this is an important milestone for China’s contact center market.”
XianYeCheng, general manager of Instant Messaging Products in Tencent QQ, said: "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."
Avaya (avaya.com) is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.
QQ is an Internet-based instant messaging platform launched by Tencent and is now widely used on PC and mobile phones. It provides comprehensive online communication services, including text messaging, voice and video chat as well as online (offline) file transmission. As a cross-platform application, QQ enables the users to communicate through PC, mobile phones and wireless terminals whenever and wherever possible. According to the company’s financial report in the third quarter of 2015, the number of active QQ users every month amounted to 860 million; of which 639 million used QQ on smart terminals.
Conveying the idea of “Enjoying Communication”, QQ has introduced various functions, including voice and video chat, games, colorful chat backgrounds, creative emotions, file transmission, individualized interfaces, readings, snapshots and “People Nearby”, thus enabling users to communicate and share with each other in diversified environment. In this way, QQ has not only created a better mobile lifestyle for our social contact and entertainment, but also manifested its power and competitiveness in Internet industry.
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