FOR IMMEDIATE RELEASE: 12 April 2002
Ronald Wong
Avaya Asia Pacific
+65 6872 8692
yhwong@avaya.com
Grace Cuenca / Jinny Jacaria
Strategic Edge, Inc.
+63 2 893 3308
+63 2 892 0247
group3@seinc.com.ph
MANILA, PHILIPPINES -- Avaya Inc., (NYSE: AV) a leading global provider of voice and data networks and applications to businesses, today announced a milestone educational programme with the Call Center Academy of the Philippines, the Philippines's first call center training institution focused on customer relationship management (CRM). Under the programme, the Call Center Academy will be the site of the first Avaya call center training center in the Philippines, called the Avaya Customer Contact Training Center (ACCTC).
Avaya provided the technology infrastructure, comprising Avaya™ IP-enabled Definity Server for call handling and Avaya™ Call Management System for business intelligence. Avaya also provided the Avaya™ Computer Telephony (CTI) that links voice and computing infrastructures, Avaya™ Wireless LAN and desktop productivity applications from the Avaya™ Active Enterprise suite of products. Avaya will also offer related services such as training and education on this equipment to complement the Call Center Academy's contact center agent curriculum and training delivery. Up to 4,000 training seats will be provided over two years in this Avaya and Call Center Academy training programme to Filipinos to develop their skills in this growing technological area.
The training facility, located in Makati, Manila; aims to provide world-class call center proficiency training by familiarizing local call center agents with Avaya's leading edge call center solutions and CRM technologies. This latest initiative from Avaya is expected to boost the Philippine government's goal to be an outsourced e-services hub in Asia Pacific.
Avaya Asia Pacific president Mark Leigh was in Manila to formally convey Avaya's support of the local call center market through its joint initiative with the Call Center Academy of the Philippines, during a courtesy call to President Gloria Macapagal Arroyo of the Philippines in Malacanang Palace, earlier today.
"Avaya has a strong commitment to the Philippine market and remains supportive of its efforts to develop a robust knowledge economy," said Mr. Leigh. "By sharing our call center expertise in the Avaya Customer Contact Training Center, Avaya is pleased to be able to play a major role in the development of Filipino call center agents' CRM skills and subsequently, in raising the level of global competitiveness of the local call center industry."
Avaya Asia Pacific president Mark Leigh conveyed Avaya's support of the Philippines call center market through its joint initiative with the Call Center Academy of the Philippines during a courtesy call to President Gloria Macapagal Arroyo of the Philippines in Malacanang Palace on April 12, 2002.
The training programme brings together the Call Center Academy's expertise in world-class training with emphasis on value-based business and work ethics, English competency, customer relationship and information communication technology (ICT) skills; with Avaya's global reputation as the market leader in call center technologies. In Asia Pacific, Avaya has market leadership in Call Centers with 27% market share; and in the Philippines, Avaya has market leadership with 58% market share. *
Alliance Technologies, Avaya's BusinessPartner and authorized Contact Center solutions distributor in the Philippines, will be responsible for providing installation and maintenance services.
According to Edgar Doctolero, Avaya Philippines Country Director, "We chose to team up with Call Center Academy because we shared a common vision: to help businesses succeed in the customer economy." Mr. Doctolero continues, "For the Call Center Academy, this means educating, developing and equipping young professionals with the skills necessary to excel in the competitive and globalized customer service industry, and for Avaya, this means providing cutting-edge call center solutions and breakthrough technologies."
Fully accredited by the Technical Education and Skills Development Authority (TESDA) of the Philippines, the Call Center Academy has incorporated English modules, CRM modules and technical training modules in its curriculum and will use the ACCTC as a platform for lab work and hands-on training in an actual call center environment.
"These days, every company knows that to be able to compete successfully in the global market, it is going to have to learn all the tricks of the call center trade," said Call Center Academy chairman, Orlando Vea. "This partnership will help give local call centers a competitive advantage by providing superior customer-focused training to our skilled Filipino IT services workforce."
Call Center Academy currently has nine modules, six of which run in 40-hour periods, while three modules require 20 hours. Capable of accommodating up to 25 call center agents, the ACCTC is located at the Mapua Information Technology Center in Makati City, Philippines.
*(Sources: Frost & Sullivan - AP Call Centre Hardware and Software Markets, Wireless LAN, updated August 2001)
About Avaya™ CRM Solutions
Avaya Interaction Management Solutions portfolio personalizes, automates, routes, manages, and reports on customer interactions across a variety of communications channels, including voice, e-mail, Web chat and browser-based collaboration. In addition to Interaction Management Solutions, Avaya™CRM Solutions portfolio includes: Avaya™ Commitment Management Solutions that help companies meet customer commitments by distributing, tracking and measuring work within and beyond the enterprise; and, Avaya™ Business Intelligence Solutions that help companies to know customers and optimize resources better by capturing and presenting data from customer interactions and enterprise systems.
About Avaya
Avaya Inc., headquartered in Basking Ridge, N.J., is a leading global provider of voice and data networks as well as communications solutions and services that help businesses, government agencies and other institutions – including more than 90 percent of the FORTUNE 500 ® -- excel in the customer economy. Avaya offers Customer Relationship Management Solutions, Unified Communication Solutions, Service Provider Solutions, MultiService Networking Infrastructure, and Converged Voice and Data Networks - including the company's no-compromise Avaya™ Enterprise-Class IP Solutions (ECLIPS) - all supported by Avaya Services and Avaya Labs. Avaya is the worldwide leader in unified messaging, messaging systems, call centers and structured cabling systems. It is the U.S. leader in voice communications systems and services. Avaya is an official sponsor for the 2002 FIFA World Cup™ games, the FIFA Women's World Cup 2003 and the 2006 FIFA World Cup™ tournament. For more information about Avaya, visit its Web site at http://www.avaya.com.
In the Philippines, Avaya has its office in Manila. Its Asia Pacific headquarters is in Singapore. For more information about Avaya, visit its web site at http://www.avaya.com.
About Call Center Academy
In keeping with the Philippine government's program to develop its Information and Communication Technology industry, the Call Center Academy was established to provide its clientele with world-class training, with emphasis on enlightened value-based Business & Work Ethics, English Competency, Customer Relationship and Information Technology Skills. The Call Center Academy offers training that is effectively customer-focused. This customer-centered learning style will give specific target learners the best training to meet customer expectations in a highly competitive field.
About Alliance Technologies
ALLIANCE TECHNOLOGIES CORPORATION (ATC) was organized in 1990 by a group of executives and leading professionals in the information technology industry. At first, it distributed AT&T Global Information Systems products. It was then in 1993 that ATC received its appointment as an authorized distributor of AVAYA Business Communications Systems (then Lucent Technologies' Business Communications System). The principal products of Alliance include enterprise communication and data systems, which comprise mainly of PABX, Contact Center solutions, key telephone systems, and networking/data (including cabling) products. There are also audio and video teleconferencing systems, CRM solutions, and other related hardware and software products. All the principal products come from AVAYA. Aside from standard installation, maintenance and educational services on the products mentioned, ATC also provides software development, and consultancy services.
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