Background
Headquartered in Shenzen, China, Ping An Insurance (Group) Company of China, Ltd. is a world-leading technology-powered retail financial services group. With over 200 million retail customers and 516 million Internet users, Ping An is one of the largest financial services companies in the world.
For further information visit the Ping An website.
Challenges
Ping An has been a loyal customer of AudioCodes for several years. Over the years, the company successfully deployed AudioCodes SBCs and gateways in several locations around the world to provide reliable and secure voice connectivity between its on-premises Avaya PBXs, its Genesys SIP Server based contact center and local PSTN operators.
In early 2020, the Covid-19 epidemic brought about a major and sudden shift in the working environments of companies all over the world. Ping An was no exception. Forced to close its offices, the company needed to ensure that its contact center was still able to handle calls from customers efficiently and reliably during the crisis.
Almost overnight, thousands of contact center agents were instructed to work from home. Ping An required an effective solution to build the infrastructure needed to cope with the extra call load, while maintaining high voice quality, reliability and data security. With little prior notice to make the change, Ping An had to have the new setup up and running in a very short time.
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Move Genesys contact center agents to work-at home mode
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Deliver reliable and high-quality voice services for work-at-home agents
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Rapid deployment of the service
“AudioCodes SBCs were able to rapidly deliver a highly secure and reliable voice connectivity solution to ensure that our agents could continue operating seamlessly from home with minimal disruption to our service.”
Results
Thanks to the rapid response from AudioCodes, the ease of deployment and the full interoperability with Genesys, Ping An was able to deploy the work-at-home solution in a matter of days. By the middle of February 2020 (less than three weeks after the directive for homeworking had been issued by the Chinese government), the company’s contact center was operating at 50% capacity (significantly higher than the national average). By mid-March, the contact center was almost back to a fully operational state.
“Particularly in times of crisis, it is vital that our contact center can provide a normal service to our customers seeking assistance,” said Yun Cheng Hui, Head of the Contact Center Operation Team at Ping An. “AudioCodes SBCs were able to rapidly deliver a highly secure and reliable voice connectivity solution to ensure that our agents could continue operating seamlessly from home with minimal disruption to our service.”
