Summer Issue

An ICT Service Provider Dedicated to Business Customers

Customer Highlights
Hong Kong Jockey Club Overcomes Challenges with an
Enhanced Network Infrastructure
Wharf T&T Pioneers the Largest Academic
Wi-Fi Network for Lingnan University
Covering the Entire Campus

Industry News
Protecting Your Most Valuable Assets through
Business Continuity Planning

Product Spotlights
NEC and Wharf T&T Sign VIP Reseller Agreement
The Next Station is China
China Direct Internet Access Service

Corporate News
United We Stand -- Wharf T&T Supports
Sichuan Earthquake Victims
Wharf T&T to Strengthen Off-shore
Business Process Outsourcing Capability
Mirapoint and Wharf T&T eBusiness Form Strategic
Alliance to Expand Secure Messaging Solution
Offerings in Asia Pacific
Wharf T&T Launches New Branding
Campaign The Office Sprites
A New Look and More .
The Revamp of the Wharf T&T and COL Websites
Wharf T&T Achieves CRE Awards Two Years in a Row

Strictly Business

Issue

Customer

Highlights

Hong Kong Jockey Club Overcomes Challenges with

an Enhanced Network Infrastructure

The Hong Kong Jockey Club
(HKJC) is one of the worlds
largest horse racing organisations, providing world-class
sporting entertainment. It is also the major benefactor of public and
community services through its tax payments and charitable
contributions within the Territory.
Established in 1884, the HKJC today provides a variety of sporting
and entertainment services, including football betting, the Mark Six
Lottery, and horse racing. Up to a billion Hong Kong dollars is bet at
each race meeting in Hong Kong, and at peak times, the HKJC's
back-end systems process about 3,600 transactions every second; a
rate unmatched by any other betting operator in the world.

Approach to Legacy System Evolution

The HKJC introduced the first ever hand-held Customer Input
Terminal (CIT) in 1988 to provide an enhanced betting experience for
its customers. Nearly 20 years after its launch, the CIT continues to
evolve and is now in its eighth generation with 80,000 loyal users.
Although the HKJC appreciated the existing legacy system and
backbone network due to its high degree of reliability and stability,
this network was, however, difficult to upgrade and modify which
slows response time.
Maintaining an advanced IT backbone infrastructure is not easy.
Thats why the HKJC faced immense challenges with its extremely
high volume of daily transactions, not to mention CIT customers
fast-growing expectations for an even higher quality of service.
The CIT legacy transaction protocol
requires a massive buffering capability in
order to support its store-and-forward
data transfer mechanism, resulting in a
very expensive and inefficient proprietary
legacy network. We realistically expected
that the legacy network would not be
able to handle the anticipated increases
in CIT transaction volumes in the future,
said Mr. Sunny Lee, executive director for
Information Technology at the Hong
Sunny Lee, Executive Director,
Kong Jockey Club. Since the existing
Information Technology of the
network maintenance cost was high and
Hong Kong Jockey Club
we were also looking at further increasing
our standards for network response time, we decided to pro-actively
look for an alternative that met both our current and future needs.

need to ensure that the migration process would have no impact on

our existing live system as well as on our customers, Mr. Lee added.

Why Wharf T&T

HKJC had very specific requirements in addressing its anticipated
volume increase in CIT transactions. With extensive IT consulting
experience and a leading-edge solutions portfolio, Wharf T&T is able
to provide the HKJC with a reliable and resilient solution package.
After gaining an understanding of the client's specific requirements
about reliability, availability and serviceability, Wharf T&T selected
UTStarcomms multi-service assess platform and Ciscos Content
Services Switches to help HKJC speed up their transaction time,
relying on our state-of-the-art multi-services access IP platform and
Metro Ethernet transport system to support more than 2,600
modem ports which link customers' CITs to various HKJC servers. The
key to a project of this nature is understanding our customers
business and its requirements. Wharf T&T thoroughly grasped the
HKJCs need to improve its network and we successfully came up
with an innovative and practical solution, creating synergy and
driving greater efficiency from multi-vendors.

Maximizing Load Balancing for Fast Transaction

Processing
The new solution provided by Wharf T&T is able to incorporate
UTStarcomms multi-service access platform to speed up transaction
times while supporting transaction protocols such as VISA I/II and
Synchronous Data Link Control with full protocol emulation. It
provides maximum reliability with redundant access router cards
capable of auto-failover with no service interruption. Moreover, the
site load balancing and content switching are well managed through
the introduction of Ciscos Content Services Switches to ensure even
traffic distribution to different servers hosted in HKJCs data centres.
This new solution connects CIT terminals to a host authorisation
systems; it acts as an intermediary and can communicate with the
host using far fewer packets compared with direct host connection.
In this way, it allows the host to manage more calls per day with
reduced network congestion and response time. Over 80,000 CIT
users can therefore process their CIT instructions quickly and
accurately. The newly enhanced network infrastructure has reduced
the data transmission time by more than 10%. Moreover, the
intelligent load balancing solution helps ensure the network's health
with close monitoring of data traffic. This is critical to managing any
sudden transaction volume increases during peak periods.

One of the key ways that the HKJC strives to improve customer
satisfaction is by enhancing its facilities and applying best-practice
technologies. To help reduce IT maintenance costs while developing
a scalable and reliable network with a high level of security, the HKJC
chose Wharf T&T over all other major ICT service providers to
upgrade its network.

"Wharf T&T impressed us with their ability to capitalise on the latest

technologies to provide cost-efficient solutions and a can-do attitude
with persistent efforts in problem solving. They also displayed a
strong know-how in network telecommunications as well as
nurturing excellent collaborative relationships with various partners.
All of this ultimately resulted in their winning of the service
contract. said Mr. Lee.

Relying on a Robust IP Network Solution

Conclusion

At the HKJC, performance is the key objective while achieving a

scalable infrastructure with a high degree of reliability and resiliency
is a priority. The HKJC aims to achieve the same high availability for
the CIT network as it does for its betting back-end systems. In 2006,
server uptime on HKJCs core betting systems averaged 99.997%.
These systems are capable of processing a horse racing bet and Mark
Six transaction in a fraction of a second. Reliability, availability and
serviceability were our critical concerns when making the decision to
switch to a new platform. Another important consideration was the

The entire project implementation and migration went smoothly and

was completed within six months aided by the expert advice from
Wharf T&Ts consultants and engineers.
Mr. Lee praised Wharf T&T and its partners for their comprehensive
and professional support throughout the entire project
implementation. He commented that the new IP platform is highly
scalable, reliable, easy to manage and will facilitate the HKJCs future
IT enhancement plans.

Wharf T&T Pioneers the Largest Academic

Wi-Fi Network for Lingnan University Covering the Entire Campus
Wireless technology has become increasingly important and has
changed the way people learn and live. Untethered from the
traditional classroom or library, today's university students learn and
collaborate wherever they want at coffee shops, gymnasiums, school
canteens and even gardens. The availability of Wi-Fi technology is
changing the ways in which students learn individually and
collaboratively. It has also changed how lecturers teach and even
how universities operate. At the forefront of this revolution is
Lingnan University; a pioneer in deploying a campus-wide Wi-Fi
network.

The Challenge and Why Wharf T&T Was Selected

Despite fierce competition among seven other vendors, the Wharf
T&T team clinched the deal with their proven expertise from
planning and design to final deployment of the communications
network. Wharf T&T is able to provide the ultimate integrated
solution for Lingnan to fulfil the final requirements of the customer.
Under the agreement, Wharf T&T will provide comprehensive
consulting and implementation services including design,
deployment and management of wireless communication networks,
technology networks and security systems for the Lingnan campus
with its more than 500 access points. Wharf T&T will implement the
802.11n standard, satisfying the communication mobility
requirements for over 2,000 staff and students.
This upgraded Wi-Fi network is expected to enhance transmission
speeds, making them 6 times faster than the original network while
offering a higher level of security through the advanced encryption
standard for handling high capacity data transmission applications.
These include but are not limited to real-time video monitoring for
building access control systems, enhanced data management for
unified messaging broadcasts and high traffic voice communications
such as unlimited free mobile and handheld transceiver
(walkie-talkie) communication. The project is expected to be
completed by July 2008.

Industry : Education
Capacity planning, interference studies, integration services, field crews, and
project management are just some of the components we offered for the Lingnan
project. Our core competency is our unique expertise in providing a comprehensive
scope of services. These range from design and planning, deployment and
integration to system engineering and the overall management of the network
which will enable us to produce predictable and reliable system performance,
said Kam Poon, vice president of Business Market. "This Wi-Fi project
demonstrates Wharf T&Ts vision to diversify our business base and expand into
new, untapped areas where we can add tremendous value."

Solution : Wi-Fi
Benefits :
The most advanced technology
Facilitate faster and safer
communications anytime, anywhere
Allows centralised network
management
Scalable to cater for future
enhancements

Industry

News

Protecting Your Most Valuable Assets

through Business Continuity Planning
March 14, 2008 Tibet Riots
May 3, 2008

Myanmar Cyclone Nargis

May 12, 2008

Earthquake of 8.0 Magnitude in Sichuan, China

May 24, 2008

Tornado in Midwest USA

May 25, 2008

Fire in north western Russia sets off missiles

What do all the above events have in common?

They were all disasters that happened unexpectedly. While some have killed
and injured tens of thousands and destroyed houses, others disasters caused
severe power outages for extended period of time. Regardless of the circumstances and outcomes of these disasters, they all remind us that we all need to
plan for events that occur without warning. However, if there is a plan in
place but it is not tested, then, in fact, there is no plan at all.
In Hong Kong, we probably will not experience disasters to such an extreme,
but there is a chance that there will be power outages, fires, flooding or even
a pandemic (like SARS) which may disrupt your business. In that case, business
continuity planning (BCP) is crucial to keep your business up and running.
BCP is an inter-disciplinary concept used to create and validate a practiced
logistical plan so that organisations can recover and restore partially or
completely any interrupted critical functions within a pre-determined time
after a disaster or extended disruption, as quickly and efficiently as possible. A
comprehensive BCP will identify the critical system and business processes for
emergency recovery and will include full planning and procedures for
decision-making, process activation and employee communications.
Whatever strategy organisations employ, it is clear that business continuity
planning requires a long-term commitment. Without a sound BCP, chances are
far greater that operations will suffer unnecessarily or possibly face a serious
demise when a disaster occurs. Indeed, BCP is an instrument to increase the
chances of a business surviving and prospering during unpredictable events.

As a leading service provider with over 36

years of experience in business continuity
and disaster recovery, COL is the ideal
choice with services tailored to suit the
needs of different business sectors:

Business Continuity Services:

Dual sites segregated to serve different
business districts
Business areas equipped with latest
workstation equipment
Dealer and back office seating positions
(dedicated, shared or guaranteed
positions to suit your needs) to serve
banking and finance sectors specifically
24-hour professional staff on call to assist
your needs

Disaster Recovery Services:

Recovery capability through application
of the latest equipment and services
Backup computer systems
Collecting and restoring backup data
Consultancy for disaster recovery
procedures and plans

Data Centre Services:

Tier 3+ data centre
Secured commercial facility with raised
floor, CRAC unit, FM200 fire system,
GENSAT, UPS etc
Co-location service
Network management service
24-hour support

Do you have queries about your plan? Visit

our website at http://www.col.com.hk or
call our experts for advice at 2118-3888!

Product

Spotlights
NEC and Wharf T&T Sign VIP Reseller Agreement
Wharf T&T announced a new partnership with NEC to sell NEC telecommunications products
and solutions through Wharf T&Ts strong distribution channel in Hong Kong. With this reseller
agreement, NEC and Wharf T&T will work hand-in-hand to further expand its reach into
multinational corporation (MNC) markets, leading to a new communications era and bringing
an enlightened perspective to Hong Kong businesses.
1R Series Digital Phone

DTU Series Digital Phone

The Next Station is

This partnership also provides a unique combination of communications advantages to

business customers, including access to Wharf T&Ts excellent consulting and
managed services and the best-of-breed metro IP network, as well as an advanced,
user friendly and multi-functional suite of telecommunications equipment with
strong local support. Wharf T&T is renowned for its professionalism and
strong domain know-how. Now with a strong and highly diversified
telecommunications product line from NEC, the collaboration will create a
synergy that is the ideal choice for best-in-class professional telecommunications
services.
Wharf T&Ts long-standing communications experience and integrated Information and
Communications Technology (ICT) expertise has been helping Hong Kong companies manage
their unique demands for advanced IT & Telecommunications (IT&T) solutions. Our
comprehensive managed services, including but not limited to SUPERTONE IP phone and CENTREX
sophisticated office phone systems provide a broad spectrum of ICT service platforms
tailor-made for customers specific needs. Operations outsourcing, low-cost of ownership for
advanced equipment, hassle-free technology adaptation and significantly enhanced service
quality are just a few of the benefits we provide to enterprises. Moreover, this partnership will
further strengthen our product mix which, in turn, benefits our customers with a greater choices
of diversified telecommunications equipment, according to Mr. Kam Poon, vice president of
Business Market at Wharf T&T Limited.

China

China Direct Internet Access Service

Do you know where your Internet traffic flows?
Nowadays, Internet services are essential for daily business operations as well as for
business communications. With Hong Kongs geographic proximity to China, Internet
service performance across the border can have a significant impact on operational
efficiency, application usage as well as communications quality. This is particularly important
to those corporations engaged in frequent business relations with China. So, does your
current Internet service provider (ISP) adequately address your needs?
Can your ISP provide better Inter Hong Kong-China IP Communications for you?
Many ISP claims that they have strong fibre networks to handle China IP connections, but the bandwidth
might be shared among various applications such as IDD service, peer-to-peer usage, and home multimedia
entertainment among residential and commercial users, which significantly affects capacity for business
applications. For this reason, stable and low latency China-Hong Kong Internet service is crucial for critical
business operations and communication.
How does China Direct Internet Access (CDIA) Service improves your Inter Hong Kong-China IP
Communications?
Wharf T&T recently launched a China Direct Internet Access (CDIA) service to help customers enhance
business efficiency with stable, direct and fast IP bandwidth to China. CDIA is a specific IP transit service for
the China region which can be provisioned on top of dedicated Internet access (DIA) and shared broadband
services such as Broadband WebTone.
The key benefits of CDIA include:
Guaranteed China-Hong Kong POP-to-POP bandwidth
Guaranteed POP-to-POP latency
Guaranteed direct route to China (through partnerships with major China carriers)
Wharf T&Ts CDIA service allows customers to specify the Mbps size assigned for their dedicated China
bandwidth on top of the DIA or Broadband WebTone service. With CDIA service, all your China-HK IP traffic
is guaranteed to be routed directly via Chinas leading carriers, so customers can now enjoy quality
China-Hong Kong Internet services like e-mail, internal ERP systems, e-banking, web portals, VoIP, video
conferencing and IP Security (IPSec), plus Secure Sockets Layer (SSL), Virtual Private Network (VPN) and much
more.

China

HK
Wharf T&T China Direct
Internet Access Service

Contact your
Wharf T&T Account
Manager now on
2112-2665 to learn
about the many
benefits youll enjoy
with CDIA!

Corporate

News

nited We Stand - Wharf T&T Supports Sichuan

Earthquake Victims

The Sichuan earthquake, which measured 8 on the Richter Scale, came as a tragic shock to the world
on one peaceful afternoon. Many towns in Sichuan province had been 'razed to the ground' and left
without a single house standing. The devastation and fatalities were disheartening with over 69,000
people losing their lives and tens of thousands being left homeless in the aftermath. As a responsible
corporation, acting fast is the only way to help these unfortunate victims.
Therefore a company-wide fund-raising drive was launched two days after the catastrophe to aid the
Hong Kong Red Cross China Relief Fund in support of their rescue and ongoing relief efforts. Every
dollar we donate means a lot to the victims. The three-day campaign raised over HK$200,000 for the
Relief Fund and we are indeed glad that the campaign has received tremendous support throughout
the company, said Vincent Ma, president of Wharf T&T and COL.
We believe, though, that we can still do more. As a leading ICT service provider in Hong Kong, we
realised our role and responsibilities in serving the community by sharing our expertise in
telecommunications infrastructure and solutions. We actively participated in community voluntary
quake relief donation activities, including sponsoring 100 free hotlines for TVBs telethon fundraising
programme along with other free broadband and technical consultancy support services for NGOs
and the media. Information regarding various community relief funds initiated by NGOs, namely, the
Hong Kong Red Cross, World Vision, Oxfam and UNICEF, also appeared on our corporate
advertisements.

This is just a starting point

the quake victims need your
ongoing support. Act Now!

Our corporate belief and passion to serve customers needs has extended to the community at large
through proactive, voluntary, and company-wide relief efforts, added Mr. Ma. "The recent
earthquake catastrophe reminds us that life is precious. People around the world are united and we
are not alone. We trust that Hong Kong citizens will band together to show even greater concern for
people in need in the future.
Donation Information
Hong Kong Red Cross

Oxfam

World Vision Hong Kong

UNICEF

Bank of China: 012-806-0-000161-7 Bank of China: 012-874-0010515-7

Bank of China: 012-883-0-002666-2 Bank of China: 012-875-1-081085-5

Bank of East Asia: 514-40-39966-3

Hang Sang Bank: 284-401080-003

Hang Sang Bank: 286-364385-003

HSBC: 567-354014-005

Hang Sang Bank: 267-175123-001

HSBC: 001-537000-012

HSBC: 018-554444-001

Wing Lung Bank: 020-601-003-7635-2

HSBC: 567-650155-016

Donation via PPS Merchant Code: 9245, Bill Type: 04

Enquiry: 2394 2394

Bank of East Asia: 015-260-81-01210-0

Enquiry: 2802 0021

Enquiry: 3120 5000

Enquiry: 2833 6139

harf T&T to Strengthen Off-shore

Business Process Outsourcing Capability

Business Process Outsourcing (BPO) is increasingly becoming the strategic choice for companies
looking to achieve cost reductions while improving service quality, and increase shareholders
value as they focus on their core business capabilities. The Gartner Report predicts that global
BPO expenses will reach US$157.5 billion by 2008.*
Following Chinas accession to the WTO in 2001, the market there is becoming more liberalised.
Many multi-national corporations are rushing into China to tap into new opportunities where
demand for BPO service is soaring. In 2006, the total value of existing BPO service contracts in
China reached US$0.38 billion, representing an increase of 63.9% compared to 2005.*

Seeing the emerging BPO opportunities in China, Wharf T&T has established a new subsidiary, Wharf T&T Outsourcing Service Limited
(WTTO) in Jiangmen to help capture the evolving needs in business process outsourcing in China.
Leveraging our strong technology know-how and capabilities with call centre services, WTTO is poised to provide call centre services
support, data entry outsourcing and telemarketing services. WTTO is situated in the heart of Jiangmen city with a robust infrastructure
powered by China Telecom. The total office area exceeds 13,000 square-feet, occupying 3 storeys of the China Telecom Western Exchange.
This provides more than 250 call centre positions for audio customer support services.
We uphold Service Excellence as our business motto. The Asia Pacific Customer Service Consortium (APCSC) last year gave Wharf T&T
Call Centre of the Year 2006 (Commercial Market) and Outsourcing Team of the Year, Business Process Outsourcing (BPO) at the Customer
Relationship Excellence (CRE) Awards. These accolades reflect our significant accomplishment in establishing a strong, high quality
customer service team, said Duncan Wong, vice president, Customer and Systems Operations at Wharf T&T Limited and director & general
manager of Wharf T&T Outsourcing Service Limited. Outsourcing helps the organisation achieve higher levels of value creation for the end
customer. So we believe that WTTO will help many MNCs jump start their China development plans by applying our award-winning BPO
support for customer relationship management.
*Source: Mainland China-Hong Kong Cooperation on International Service Outsourcing, HKTDC Research, 2007 (Available in Chinese version only)

irapoint and Wharf T&T eBusiness Form

Strategic Alliance to Expand Secure Messaging Solution
Offerings in Asia Pacific

Companies team up to deliver joint solutions to meet emerging messaging needs in the
region while bringing improved service and support to existing Mirapoint customers
Wharf T&T eBusiness Limited (WeB) and Mirapoint Software, the secure messaging experts,
formed a strategic relationship to support growing requirements for secure messaging solutions
in the Asia Pacific region, including markets in China, Hong Kong, Taiwan, Singapore, Korea,
Malaysia, Indonesia, the Philippines, Vietnam and Thailand.
Through this agreement Mirapoint can leverage Wharf T&T and its IT subsidiarys extensive
infrastructure and highly reputable market presence to scale up in order to meet increasing
demands while WeB is able to reach new customers and increase value for existing customers
through new secure messaging offerings and a low total cost of ownership. As part of the
alliance, Mirapoint and WeB will also join forces to deliver greater value to existing customers
through joint services and support cooperation.
The two partners will also collaborate on technology development, including localisation, double-byte support, and other region-specific
messaging and messaging security capabilities. As organisations adopt messaging strategies, flexibility, scalability, reliability and security
rise to the top of the list of priorities. The Mirapoint and WeB alliance will enable the companies to more accurately address the regions
evolving requirements for secure messaging.

What is Mirapoint Secure Messaging Infrastructure for Enterprises

Mirapoint email server, archiving and security appliances offer carrier-class, 99.999 percent uptime reliability and the industrys lowest TCO.
Mirapoints Message Server is the only dedicated appliance that integrates email routing, storage, access and management. Mirapoints
RazorGate email security appliances provide multi-layered protection at the network edge to block hackers, spam, and virus threats, with
spam and virus catch-rates upwards of 98 percent. Mirapoints Messaging Reporter delivers a holistic view of spam, virus, and email trends
across the messaging network. The Mirapoint Directory Server serves as the backbone to the messaging infrastructure providing a
foundation for storing and managing message routing information, user profiles, and access privileges. Combined, Mirapoint appliances
deliver a secure messaging infrastructure to enterprises worldwide.

harf T&T Launches New Branding Campaign The Office Sprites

Wharf T&T and COL have recently launched a completely new branding campaign to further strengthen our position as a leading
Information, Communications and Technology (ICT) service provider. The campaign will also increase the awareness of our Strictly
Business strategy. Unveiled in late April 2008 and scheduled to run until July 2008, the campaign includes print, online advertisements,
TV commercials and outdoor TV ads.
As part of our corporate strategy, the Company will focus on widening our capabilities to offer diversified, advanced and tailor-made ICT
solutions, which will bring more value to customers. Office Sprites are featured in the Campaign to highlight our excellent team spirit
and professionalism. Focus and Commitment when serving business customers is also a key message which has been conveyed through
the introduction of the company tagline - Strictly Business.
Highlight of The Office Sprites Campaign
Formula used clearly indicate our
commitment to business customers
and service excellence.

Focus
x
Communications
x
Information
Technology

Professional
Services

Both TV commercial and print advertisements adopt a nimble white style to give a refreshing
and pleasant look and feel.
Sprites in clear and distinctive dress codes and colour themes represent the Wharf T&T and
COL teams respectively.
The mini office sprite teams stand in stark contrast to oversized office equipment to subtly
bring out the importance of our customers and how we work diligently behind the scenes
for their benefit.
Lets logon to http://www.wharftt.com/wtt2/pages/en/about_us_advertisement.html
to review The Office Sprites campaign together!

Corporate

News

New Look and More .The Revamp of the

Wharf T&T and COL Websites

Continuous improvement is one of our key priorities in guiding our business practices. This is
evident specifically in our daily communications, too. With this in mind, our corporate websites wharftt.com and col.com.hk have just undergone major facelifts to rejuvenate our online
communications and enhance the overall web-surfing experience. Not only does the revamp bring a
fresh look and a better presentation, but it also provides easy navigation with well organised
categories and user-friendly structures to locate our wide array of business solutions.
The revamp has transformed www.wharftt.com into a comprehensive online customer
service portal for existing customers and potential prospects. With enhanced
service features, Wharf T&Ts existing business customers are now able to
check their bills, while updating account information and subscribing to new
services online.
Logon to www.wharftt.com and www.col.com.hk today to enjoy this exciting new web
browsing experience and try out the online functions. Let us know what you think by
contacting us on the website. Your valuable feedback and comments are the key to our success.
And, always rest assured that one thing will remain constant our dedication and commitment to
service excellence!
Enhanced Users Features

Functions

Simplified navigation

Products & services are catergorized into 6 groups for

easy browsing

User-friendly sitemap

Find the information you need directly

Alignment of corporate tone

Use of corporate colors to strengthen the brand image

Interface for webmail users

Login to website from the home page

Online customers service

portal for managing account
information

Check and update your account information, view bills

and subscribe to service

harf T&T Achieves CRE Awards

Two Years in a Row

For the second consecutive year Wharf T&T has won the Customer Relationship Excellence (CRE) Award
by the Asia Pacific Customer Service Consortium (APCSC). In 2007, Wharf T&T also took top award
honours in the following categories:
Corporate Awards:
Contact Center of the Year (Telecommunications)
Integrated Support Team of the Year (Telecommunications)
Individual Awards:
Ms. Ann Chen Yu-qing, Merit (Telecommunications) Customer Service Manager of the Year (Contact Center)
Ms. Amelia Li Man-kuen, Merit (Telecommunications) Customer Service Team Leader of the Year (Contact Center)
We believe that it is the customer who defines quality, not us, said Duncan Wong, vice president for Customer and Systems Operations
at Wharf T&T. At any contact point, the quality of the customer experience can affect the overall customer relationship. Thats why we
treat our integrated support team and contact centre as strategic units to meet corporate strategic challenges and create an excellent
customer experience. We are indeed glad that our efforts to build a high quality professional team have paid off and our journey toward
continuous improvement of service excellence will further strengthen our customers mindshare.
The annual CRE Awards recognise companies, teams and individuals who have demonstrated customer service excellence in different
sectors while promoting a higher standard of service quality in international cities across the Asia Pacific region. All participants were
objectively assessed against a host of key success factors and world-class standards in order to evaluate achievements and compliance in
their respective areas.

Wharf T&T Limited

COL Limited

11/F, Telecom Tower, Wharf T&T Square

123 Hoi Bun Road, Kwun Tong, Kowloon, Hong Kong
Tel: (852) 2112 1121 Fax: (852) 2112 1122
www.wharftt.com

7/F, COL Tower, Wharf T&T Square

123 Hoi Bun Road, Kwun Tong, Kowloon, Hong Kong
Tel: (852) 2118 3888 Fax: (852) 2118 3088
www.col.com.hk

Wharf T&T is committed to environmental protection. This publication uses recycled paper.