Atento, a subsidiary of Spain`s Telefonica specializing in e-CRM services, and Avaya, the former Enterprise Networks Group to be spun off from Lucent Technologies later this year, have signed a multi-million dollar agreement for the deployment of Internet-based call centers in eight countries and three continents. The Internet call center deployment, powered by Avaya`s CentreVu Internet Solutions, will be completed by year`s end and will provide advanced customer interaction capabilities to Atento, making more than 8,000 of their 30,000 customer service agents accessible through the Web.
Thanks to the solution provided by Avaya, Atento will be able to offer an innovative and unique value proposition that meets the quality requirements of its customers. Avaya will be installing its Internet call centers in Atento facilities in Brazil, Colombia, Chile, Puerto Rico, Guatemala, El Salvador, Spain and Morocco. Under a separate agreement, Avaya will also install its call center solutions for Atento in Argentina, Venezuela, Italy and Tangiers later this year.
Avaya is supplying its CentreVu Internet Solutions to deliver personalized service at the click of a button by combining the capabilities of a call center with the self-service functionality and spontaneity of the World Wide Web. The solution enables businesses to create real-time access into their call centers from their Web. For example, a customer browsing an on-line catalogue for a shirt may want to know if it is available in another color. With the click of a button, the customer is talking to a sales agent who is looking at the same on-line catalogue page. The agent can then answer questions, direct the customer to another catalogue page or take an order.
"Avaya is redefining the way businesses communicate," said David Gant, Avaya`s president for the Caribbean and Latin America region. "We have transformed the traditional call center into a customer interaction center where people can communicate seamlessly in the way they prefer, regardless of the technology platform. We are thrilled to help Atento build the world` s most advanced customer interaction centers."
Companies use CentreVu Internet Solutions to expand ways of interacting with customers - by live text chat, voice over IP, and through Web call-back and e-mail. This evolution in call centers allows leading edge companies to improve their customer service in a technology age where service is increasingly becoming the differentiator for successful businesses.
At the heart of Atento`s customer contact center are Avaya`s Customer Relationship Management (CRM) Solutions and DEFINITY Enterprise Communications Server (ECS). These solutions boost responsiveness to callers and accelerate the routing of calls to the appropriate customer service agents. Individuals calling in to Atento`s contact center are immediately routed to the agent who is most qualified to help them.
Avaya`s Customer Relationship Management Solutions comprise a broad array of systems, software and professional services that help companies deliver on their commitments to customers. They include multimedia customer care and computer telephony applications, customer relationship management software, predictive dialing solutions and interactive voice response products.
Share
Avaya
Avaya, formerly the Enterprise Networks Group of Lucent Technologies, headquartered in Basking Ridge, N.J., USA, is a leading provider of communications systems for enterprises, including businesses, government agencies and other organizations. We offer voice, converged voice and data, customer relationship management, messaging, multi-service networking and structured cabling products and services. We are a worldwide leader in sales of messaging and structured cabling systems and a U.S. leader in sales of enterprise voice communications and call center systems. We intend to use our leadership positions in enterprise communications systems and software, our broad portfolio of products and services, and strategic alliances with other technology and consulting services leaders to offer our customers comprehensive eBusiness solutions. For more information about Avaya, visit us on the Web at http://www.avaya.com. For more information about Avaya in Spanish and Portuguese, visit us on the Web at http://www.weber-pr.com/avaya.
Lucent Technologies
Lucent Technologies, headquartered in Murray Hill, N.J., USA, designs and delivers the systems, software, silicon and services for next-generation communications networks for service providers and enterprises. Backed by the research and development of Bell Labs, Lucent focuses on high-growth areas such as optical and wireless networks; Internet infrastructure; communications software; communications semiconductors and optoelectronics; Web-based enterprise solutions that link private and public networks; and professional network design and consulting services. For more information on Lucent Technologies, visit its Web site at http://www.lucent.com.
Atento
Atento Holding, known as Atento, is the Application Service Provider company of Telefonica, S.A. The company, based in Miami, Florida, is an innovative, multinational, teleservices company with broad experience in the sector, which seeks to improve the company-customer relationship. In order to enhance that link, Atento offers multichannel communication solutions tailored to the needs of each client, regardless of the company`s size, in order to help companies establish a closer, more dynamic and longer-lasting relationship with their customers.
Atento is a multinational project with operations in three continents currently including the following countries: Brazil, Argentina, Chile, Peru, Guatemala, El Salvador, Puerto Rico, Colombia, Morocco and Spain. Atento is wholly-owned subsidiary of Spain`s Telefonica, S.A.