A-301 Room, No. 188 East Jiangwan Road, Shanghai,
China (Postal Code 200081)

Diyixian’s Guangzhou IP Call Center Phase II and the Shanghai IP Call Center expansion are both underway and will soon be put into use in January and February 2008 respectively.

Diyixian has invested heavy resources into developing the internet and IP technology based new-generation IP Call Centers, one of which was put into service in Guangzhou as early as in 2007 assisting Hong Kong and mainland China enterprises in direct selling and business promotion plans.

As a result of advanced IP technologies employed in IP Call Centers, the telemarketers are assigned without being subject to geographic, server or network limitations. The addition of a set of communication tools including internet phone, IP fax, instant messaging and SMS make the utility a true Multimedia Call Center . Our IP Call Centrers, which are interconnected by Cisco Powered Network, work in conjunction with a “7x24x365” round-the-clock service and a network monitor center to offer the guarantee to underpin customer confidence. The Call Center agents, all professionally trained and fluent in Mandarin, Cantonese and English, are able to communicate the product information precisely to potential customers!

Case Study: A Global Educational Institution

Business Scales: 350-seat for telemarketers.

The Customer – A Global Educational Institution

The client is a global educational institution that has just recently entered the China market. It plans to expand its business rapidly across major China cities in the years to come, therefore requests aggressive telemarketing services that record and track a large number of potential customers reachable through existing market avenues.

Diyixian’s IP Call Center Solution

The IP Call Center solution and platform provides the client with professional call-in service and automatic call-out sales system, and by adopting sophisticated distributed IP Call Centers, ensures the telemarketers are assigned without being subject to geographic, server and communication network limitations. While meeting existing clients’ needs, the solution allows greater level of scalability.

Diyixian completed the establishment of IP call centers of 100-seat scale and technical support in a short time. It has expanded the number of seats in Guangzhou and Shanghai to 250. Services provided include:

► Integration of the IP Call Center system and clients’ existing CRM platform;
► Data collection, administration and operation management and maintenance service;
► Professional network and equipment configuration service and training;
► Private IP network linking offices between Mainland China and Hong Kong
► Domestic VoIP and SMS platform.

Advantages

The client can dispense with the need to build its own IP Call Center and saves hefty costs in human resources, purchase and financial input. With the setup of Diyixian advanced distributed IP Call Center, users can communicate with customers anywhere anytime. The 24-hour network monitoring is deployed to ensure instant response to client needs for service. The client plans to further expand cooperation with Diyixian in Shanghai.

A Flexible Yet Efficient Workplace

UC (Unified Communications) is ranked No.2 in Gartner's Top 10 Strategic Technologies for 2008. UC has been making headlines throughout its evolution over the past few years. 2008 will be the tipping point at which the majority of companies implement UC, the first major change in enterprise voice communications since the digital PBX rollout of the 1970s.

IPT (IP Telephony) is a key building block of UC. IP network, the converged transport platform for data, voice and video, simplifies enterprise communications infrastructure and reduces operating expenses. IP network tremendously increases the scalability and reachability of corporate communications. UC is applicable wherever IP networks exist.

Diyixian is expanding its service scope continuously. Our 17 offices across the Greater China Region are inter-connected via MPLS VPN network. The network is engineered with QoS to transport different applications purposefully and efficiently. The network brings business applications to our staff’s fingertips, and UC extends voice and video communications to their desktops. The similarity of working environments in different offices improves our operational efficiency. A unified platform of communications connects our employees at different locations seamlessly and improves the productivity of the whole organization.

Diyixian is celebrating its 10^th anniversary next year. Many employees, who were newbies in the ICT industry when they joined Diyixian a few years ago, are now experienced professionals, with some even becoming parents. Some of our staff opt to work from home in order to spend more time with their families. The home office is simply comprised of a laptop computer, a soft-phone, a webcam, NAC (Network Access Control) software and broadband Internet access. They can accomplish their work at home effectively and efficiently as if they were working at the office!

IPT brings phone extension mobility. Executives and managers who travel frequently among different offices can use soft-phones to make and receive calls at their extension numbers. Our staff can respond to our customers’ phone enquiries, retrieve their voicemails and provide services to our customers no matter where they are!

“The benefits of using IPT at the office or at home are obvious. But for mobile workers who are on the road frequently, such as sales representatives, it is not common to reach them with the first call. IPT doesn’t help since they neither have their laptops with them nor are they always connected to the Internet. Some customers feel uneasy when they cannot reach their account managers by phone. Can UC help in this case?” This is a great question! FMC (Fixed-Mobile Convergence), another building block of UC, sharply improves mobile workers’ communications. Let’s talk more about FMC in the next issue.

(By WK Cheung, Group Vice President of Sales of Diyixian.com Limited)