SINGAPORE — (Marketwired) — 04/10/13 — (JJC), the only Avaya Connect Platinum partner in the South East Asia region with coverage across six countries, has announced its continuing emphasis on providing the highest service quality. This has enabled the company to pass the mandatory Service Assessment under the Avaya Connect programme with the best possible result.
The Service Assessment is a key requirement for on-going authorisation to implement and maintain Avaya solutions. It ensures that an Avaya Connect partner is equipped with the relevant in-depth training and that it is able to pass a comprehensive service review. The assessment was conducted in January 2013 and covered JJC-s ASEAN service operations in Indonesia, Malaysia, the Philippines, Singapore and Thailand. It was reported in February 2013 that JJC passed the Service Assessment with -no observations-, or no suggestions for process improvement that have to be revisited in the next assessment. Although JJC has consistently passed the Service Assessment in the six years prior to the January assessment, this is the first time that Avaya has recorded zero observations.
“I would like to commend JJC on its relentless quest towards perfecting service delivery, and we look forward to our continued close cooperation across South East Asia,” said Avaya-s ASEAN Managing Director, Mr Lee Chong-Win. “With zero observations in its service and support delivery, JJC is now one of the top Avaya Partners, authorised for solutions implementation and maintenance in the Asia Pacific region.”
“We are extremely proud to have received this endorsement from Avaya. We take our partnership with Avaya very seriously, especially since we provide the broadest geographical coverage in the South East Asia region for Avaya,” said Mr Harold Thng, Regional Managing Director, JJC. “We have one of the most highly skilled technical teams in the region. Not only do we hold the highest number of Avaya certifications region-wide compared to other partners, we also carry the widest portfolio of certifications as well.”
According to Ms Ada Sun, Technical Support Manager, Avaya, JJC distinguished itself with the processes and systems that it has in place for support. “What impressed us most was JJC-s trouble ticketing system with its escalation path; the centralisation of customer information across the region; and the granularity of the measurements of service quality. The amount of time that an agent takes to troubleshoot a customer-s queries, how long an agent speaks to a customer, and the number of times the customer was contacted before resolution, are details which are all captured for analysis,” Ada added.
JJC-s forward-thinking support servicing technology — which is available to both Avaya and non-Avaya users — includes a 24×7 i-Service Desk across the region that provides remote and on-site technical support round the clock. Notification and escalation mechanisms are in place to alert engineers and managers of events as necessary, complete with clear definitions of severity levels and target response times.
Technology innovations have also been implemented to resolve problems even before they occur. With JJC-s custom-built Proactive Monitoring, a real-time remote network monitoring tool, the impact of remote alarm failures such as problems with network facilities, modem malfunctions and power outages are greatly minimised. The technology enables JJC to periodically check the continuity between the remote support operation and the supported product. It also ensures that all components are functioning, and that the right alarms will always come on when the situation calls for it.
Another innovation that has contributed to worry-free operations for customers is the use of Vendor Knowledge Modules (VKMs). These modules interpret alarms and interact with PBXs, switches, routers, servers and applications. The VKMs automatically gather critical level indicators for system availability and functionality, ensuring efficiency in monitoring services.
“Service quality is our highest priority as we move forward. We strive to stay ahead of the industry through the quality of our support for all service capabilities,” concluded Harold. “We will continue to upgrade our skills and technology, in order to provide the best possible services to our customers, regardless of whether they are using Avaya or other platforms.”
We deliver business communication solutions for our multinational customers. Specialising in the execution and implementation of IP (Internet Protocol) infrastructure, we help our customers develop unified communication and contact centre solutions over multiple sites, and across their global networks. We also diagnose, design and deploy CRM contact centres, provide network infrastructure and develop wireless & mobility solutions for different market verticals. We are one of the eight Regional Business Units under the Jebsen & Jessen Group of Companies South East Asia, and have over 370 staff, supporting more than 800 customers globally.
JJC received the Frost & Sullivan Southeast Asia Contact Centre System Integrator of the Year award in both 2011 and 2012. This is in recognition of its strong reputation as a trusted partner in the contact centre space across industry verticals and by leading vendors.
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Able Tan
Jebsen & Jessen Communications
Regional Marketing Manager
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Joy Tang
Flame Communications
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Herlinda Xu
Avaya Singapore Pte Ltd
Marketing Director
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Chan Shu Ling
Fleishman-Hillard
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