Case Study: Xiaomi achieves zero downtime and scalable omnichannel customer service with Avaya

Xiaomi makes Avaya a Partner in their Growth

Xiaomi, a fast‑growing consumer electronics and IoT company, faced a critical contact‑center challenge: a fragmented, subpar CRM that caused roughly 20–25 minutes of weekly downtime, left them unable to service over a thousand customers a month, and hampered scalability and troubleshooting across multiple vendors. To support rapid user‑base growth, reduce operational costs, and enable omnichannel engagement with seamless Oracle CRM/DB integration, Xiaomi sought an enterprise‑grade, scalable communications partner.

Xiaomi selected Avaya and its partner AGC to deploy an integrated Call Management System and Avaya Aura suite, implemented by Avaya Professional Services. The new solution eliminated recent downtime, increased customer handling capacity, integrated with Oracle DB, improved resource allocation and agent tools, and positioned Xiaomi for omnichannel growth and better customer experience—benefits expected to fully materialize over the next 18–24 months.

Xiaomi

Ramanathan Chidambaram

Head of Customer Service Operations