QQ messaging app to be integrated with Avaya contact centre technologies

Avaya, a global player in business communications software, systems and services and Tencent QQ have signed a strategic alliance aimed at driving digital transformation for enterprises in China. The popular QQ instant messaging application, which has more than 800 million users, will be integrated with Avaya contact centre technologies to help companies deliver the omnichannel experiences.

The integration of Avaya contact centre and Tencent QQ will enable more flexible and personalised services through customer-preferred channels:

· Enhanced voice/video and converged communication capabilities on the QQ platform.

· Expansion of current, voice-only self-service menus to include visual menus accessible through the QQ mobile app.

· Direct access to a live customer service agent through the QQ app.

· Integration of interaction information in QQ with data from other channels enabled by Avaya contact centre technologies.

Chen Wei, Managing Director of Avaya Greater China, said: “Enterprises today are under pressure to evolve digitally and deliver a true omnichannel 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. This will enable enterprises to provide the superior and intelligent services their customers expect today. As the most popular instant messaging application in China, Tencent QQ will be a critical channel for omnichannel services. We are very proud to enter into this alliance with Tencent, and this is an important milestone for China’s contact centre market.”

XianYeCheng, GM, Instant Messaging Products, Tencent QQ, said: "User experience is the core of customer service. QQ Enterprise Telephone is featured with (a) visual interface, converged communications, high customer retention rate and unified services. The users can enjoy all these functions on the mobile phone. Compared with the traditional enterprise customer service centre, it significantly improves the user experience, and reduces the cost of the enterprise."

The two parties will also collaborate in terms of marketing.

Interested?

Read the TechTrade Asia blog post about Avaya's digital transformation-as-a-service strategy