Omni-Channel Customer Engagement Article

Avaya and Tencent QQ to Deliver True Omni-Channel Experience

March 29, 2016

The number of customers in large Chinese enterprises rival the combined total population of many countries, making it that much harder to deliver a great customer experience across the board. Tencent QQ, China's most popular instant messaging app with more than 800 million users, has entered into a strategic alliance with Avaya to help companies drive the digital transformation by delivering a true omni-channel experience for customers.

This partnership is going to integrate Avaya (News - Alert)'s contact center technology so companies in China can start delivering omni-channel experiences. As the adoption rate of smart mobile devices continues to increase in China, consumers are leveraging them to get in touch with the companies that they do business with by email, SMS, chat, voice and even video.

The Tencent QQ platform will now be able to offer flexible and personalized services through the channels customers prefer using. The QQ app provides direct access to a live customer service agent with the help of the Avaya contact center technology. This includes expanding the voice-only self-service menu Tencent currently uses and adding visual menus that can be accessed on mobile devices.

"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," said Chen Wei, Managing Director of Avaya Greater China.

The Avaya Aura contact center platform is an all-in-one omni-channel contact center solution that lets customers and companies connect with each other seamlessly across devices and platforms..

The Aura platform has a single agent desktop interface for managing all customer interactions no matter which channel a customer decides to use. The graphical workflow delivers a clear view of customer contact flows, whether they are using a self-serve or agent-assisted option. Any adjustment can be made using the drag-and-drop feature in the interface to quickly and easily build, modify and improve customer contact flows.

According to Avaya, 82 percent of consumer prefer multiple channels for communicating with a business, and 68 percent expect the information they give in one place to be available in another part of the organization right away. Without an omni-channel contact center solution, this is much harder to achieve. Tencent QQ will now have Avaya's technology at its disposal, as it provides Chinese companies with its messaging and other communication services. 

Edited by Maurice Nagle
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