Daily News 2005/12/16

UFIDA cooperating with HOLLYCRM to built the first software-based call center in the industry

Dec. 8, 2005, Beijing, HOLLYCRM, a Leader in the field of Call Center and CRM, announced that the customer service dispatch center built by it for UFIDA was put into operation. It is the second largest customer service dispatch center in Asia and the largest in China.

Britain Telecom challenging Skype

Recently Britain Telecom released a new quotation for VoIP services. The price it offered is much lower than that offered by Skype. At the same time, YAHOO announced that it would charge only 1-2 cents for VoIP services in over 180 countries, lower than the current price offered by Skype.

Ian Fogg, an analyst from JupiterResearch says that VoIP business has a very bright future. There will be more and more users accepting this kind of service, and make phone calls through Internet and PC. Therefore, leading providers in this market shall attach much importance in designing their products to maintain the competitive edge.

60% of the interviewee in China eager to improve customer service

Avaya, the world leading provider of enterprise telecom products and services, released on Dec.9 the result of a research on the contact center in Asia-Pacific region, which shows that the manager of contact centers in this region has realized the importance of advanced telecom technology, such as IP-based contact center solutions, voice recognition techniques and multi-media applications. They are willing to apply these advanced technologies to improve the customer service. Avaya entrusted Frost & Sullivan to make this research which covers six countries (Australia, New Zealand, China, India, Japan, Korea and Singapore), decision-makers of 1050 contact centers.

214 interviewees are from China, and about 60% of them says that major task for contact centers is to improve the customer service.