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Chinas Largest Fixed Line Provider of Telecom Services Upgrades Call Center Solution25 January 2005
China Telecom's Shenzhen-160 Info Hotline is one of the most well-known service brands serving over 7 million Shenzhen residents. It provides hotline enquiry services on hundreds of information categories such as fashion, bars and restaurants, accommodations, travels, etc., which are all closely related to the daily life of Shenzhen's population. As a leading service provider, China Telecom -Shenzhen 160 has been recognized for its high-speed, accurate, friendly and innovative services.
"We were delighted to achieve an immediate 10% increase in our inbound call throughput rate after upgrading our call center to Epro's WISE-xb system," said Zhao WeiHua, Call Center Manager of China Telecom Shenzhen-160. "The WISE-xb system helps us increase the throughput rate for inbound calls, the agent productivity and our call center service quality by adding real-time call monitoring and interactive voice response (IVR) functions. We plan to launch more call center, info line, and value added services to improve China Telecom's customer service quality to the residents of Shenzhen."
Joyce Poon, General Manager of PacificNet Epro China, stated, "To sustain and improve customer loyalty, China Telecom was looking for a strategic CRM partner with a strong industry track record. After several rounds of due diligence, China Telecom selected Epro's WISE-xb integrated phone and email contact center solution with customer management capabilities to improve efficiency and enhance customer satisfaction."
About China Telecom
China Telecom is the largest fixed service telecommunications provider in China, which includes data, Internet, and the XiaoLingTong PAS wireless system.
About PacificNet Epro
PacificNet Inc. (www.PacificNet.com), through its subsidiaries, invests in and operates companies that provide value-added telecom services (VAS) and solutions in China, such as call centers, telemarketing, customer relationship management (CRM), interactive voice response (IVR), VoIP, SMS, MMS, mobile applications, and sales and distribution of telecom products and services. PacificNet's clients include the leading telecom operators, banks, insurance, travel, marketing, and service companies, as well as telecom consumers, in Greater China. Clients include China Telecom, China Mobile, China Unicom, PCCW, Hutchison Telecom, CSL, SmarTone, Sunday, Swire Travel, Coca-Cola, SONY, Samsung, TCL, Dun & Bradstreet, American Express, Bank of China, DBS, Hong Kong Government, and Hongkong Post. PacificNet employs over 1000 staff in its various subsidiaries throughout China.
PacificNet Epro (www.EproTel.com.hk) is the industry leader and leading provider of outsourced call center, telemarketing, CRM, SMS, Interactive voice response (IVR) services, and other value-added telecom services (VAS) with over 13 years of field experience in Greater China. Epro Telecom's business consists of the following three major categories:
1. Outsourced Call Center Services: Epro's ISO 9001 certified outsourcing contact center hosts over 1000 workstations staffed by 600 agents and provides 24x7x365 multi-lingual inbound and outbound services.
2. Training and Consulting Services: The Epro Call Center Training Institute (ECCTI) is a leading provider of contact center management consulting and training services that help clients maximize the return on investment in their CRM operations.
3. Call Center Management Software Products and Solutions: Epro's software products include: WISE-xb Call Center agent performance, management, and reporting software, and Automatic Call Distribution (ACD) System, UMS, and SMS.
This news release contains forward-looking statements. Actual results may differ from any forward-looking statements contained in this news release due to a number of factors that could adversely affect PacificNet's business, financial condition, operating results and stock price.
Source: Business Wire
All trademarks and copyrighted information contained herein are the property of their respective owners.
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