Already #11 in Indonesia, Avaya has ideal solutions for the growing Indonesia market to help enterprises reduce cost, lower risk and grow revenue

Wednesday, July 16, 2003

SINGAPORE , - Avaya Inc. (NYSE:AV) a leading global provider of communications networks and services for businesses, said that the launch of the Indonesia Call Center Association today was timely as the country's call center market is forecast to grow strongly.

According to a study in 2001 by market analysts Frost & Sullivan, the call centre market in Indonesia will grow at 19.1 per cent until 2008. By 2004, the market would reach US$9.5 million (54 trillion Indonesian rupiah) from US$6.6 million in 2001.

"The Association will enable all the call center operators to work together to raise standards. In this way, the service level in Indonesia will rise and the country could even become a call center hub in the region," said Fong Ying Ching, Avaya Asia Pacific Country Director for Singapore, Indonesia and the Emerging Markets.

"Call centers are an effective low-cost solution, and ideal for this market which is huge and widespread," said Fong. Indonesia has a population of 206 million2 who live on some 17,000 islands that make up the Indonesian archipelago3. Telecommunications thus has an important role to link these far-flung islands. Indonesia can even grow into a regional call center hub, just as the Philippines has done."

"The liberalization of the economic policy will be the impetus for growth in the Indonesian call center market," she added. "We have been doing better year to year. Our call center customers are asking for more feature upgrades and enhancements. In the voice communication arena, Indonesia customers have been very sophisticated in their purchases. More and more are turning to Avaya's convergence technology where voice and data are shared on the same network.

"Overall, Avaya is positive on the market outlook for Indonesia. So far this year, Avaya has seen sales in Indonesia grow by about 15 per cent in spite of the current economic situation in the Asia-Pacific region," added Fong.

Avaya is supporting the Indonesia Call Center Association as a technology partner. Also, the company will present two papers at the Association's launch seminar starting today. Siva Subramaniam, Regional Director ? Avaya Global Services for Asia Pacific and Japan, will speak on "Best Practices in Call Centers and Asia-Pacific Call Center benchmark 2003 Update", and Ting Choo Eng, Senior Solution Consultant for Avaya ASEAN, will speak on "Trends and Technology in Call Center Environment".

While it is still a small niche, Fong says that web-based call centers will gain more significance. "Most call centers will offer some form of web site access to their call center, through call back, Voice over Internet Protocol (VoIP), or multimedia services."

Thanks to its scalable architecture, Avaya solutions are ideally suited for Indonesia customers, some of whom are cash strapped in these economic times. "Customers can buy whatever they need now and upscale as their needs grow. Our systems can grow with them. Also, all our solutions can work on Internet Protocol which is able to provide tremendous cost savings for users."

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90 percent of the FORTUNE 500?. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications ? and distinguished by comprehensive worldwide services ? Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

1 Frost & Sullivan study in 2001 of the call centre market in Indonesia
2 http://www.bps.go.id/sector/population/table1.shtml
3 http://www.indo.com/indonesia/archipelago.html