Lijia Baby Enhances Collaboration and Customer Service in China with Avaya IP Office

For Immediate Release:06 Sep 2011

• System provides rich communication features to staff in 4 offices across China
• The 100-seat call centre ensures prompt customer service
• System is easy to manage and flexible to expand to accommodate future business needs

Beijing – Avaya, a global provider of business communications and collaboration solutions and services, today announced that Lijia Baby, a leading baby and nursery goods retailer in China, has adopted Avaya IP Office solutions to achieve better customer service and more efficient internal collaboration. This "all-in-one" solution from Avaya provides Lijia Baby with the needed communications capabilities to enhance productivity in an easy and cost-effective way.

With IP Office, Avaya's flagship solution for Small and Medium Enterprises, Lijia Baby is able to efficiently connect its four offices in China, and provide the 400+ staff with rich features such as voice call, voice mail, call transferring, and conferencing. For mobile workers, like those who roam around the more than 40 retail stores of the company, mobility features are available so that they don’t miss calls when out of office.

Lijia Baby has also built up a 100-seat contact center with IP Office, which can handle 15,000 calls per day during peak time. The built-in intelligence of IP Office can route calls quickly and accurately to the right agents, so that customers can get timely and personalized services. No matter where they placed the orders – with contact center staff, on Lijia Baby's website, or at one of the retail stores - customers can get consistent service from the company's agents.

Management of the system can be achieved easily from one central location, eliminating time and travel costs. Adding new phones or other devices is a matter of plugging them in and powering on, and Lijia Baby staff can move a device from extension to extension, even to another location, without having to "re-administer." In addition, the system can be easily expanded to connect up to 32 sites if and when needed.

Quotes:
• "In this highly competitive and demanding market, efficiency and customer satisfaction are crucial to our success. Avaya IP Office has generated concrete business values for us in terms of productivity enhancement, customer care, and even cost control. It has also proved to be a very flexible platform that can meet our needs as we grow."
— Wang Liang, President of Lijia Baby

• "SME customers need advanced communications capabilities to stay competitive, as much as larger enterprises do. But they are often hindered by cost considerations and the complexity of managing such systems. Avaya IP Office provides SMEs with an affordable and flexible solution, and helps them "think big." As we can see with the case of Lijia Baby, they now benefit from rich communications features which used to be available only to large enterprises, and hence are able to differentiate themselves in the market."
— John Wang, Managing Director, Avaya Greater China

Additional Resources:
• Product: Avaya IP Office
• Video: The Agency Group – Upgrade to Avaya IP Office

Tags:
Avaya, IP Office, SME, unified communication, flexibility, collaboration

About Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world.