Global IT outsourcing leader gains flexibility, agility with Aspect Unified IP Communications

Stefanini IT Solutions was founded in 1987 by Marco Stefanini, a pioneer in the IT industry in Latin America. In 1996, the company expanded internationally outside of its native Brazil. In 2010, the company acquired TechTeam Global in the United States.

Today, Stefanini TechTeam is a leading global provider of application development, as well as IT outsourcing and consulting.

Stefanini leverages its people, methodologies, and tools to deliver business and technology solutions to over 400 active clients globally, including several for whom services are provided across multiple locations. Its mature delivery network combines onshore, nearshore and offshore capabilities.

With regional headquarters in Detroit (North America) and Brussels (EMEA) and global headquarters in Sao Paolo (Latin America), Stefanini TechTeam currently has over 65 locations across 27 countries in the Americas, Europe, Africa, Australia and Asia.

Stefanini TechTeam promises its enterprise customers agility and responsiveness, and its customer contact infrastructure supports the strong strategic orientation of the company. In order to reduce geographic barriers, increase cost-effectiveness and improve global routing, Stefanini TechTeam's IT environment for customer contact is mission-critical.

Many agents work within the company's dedicated contact centres or at remote locations. However, 65% of the workforce operates within the various infrastructures of their customers. This leads to integration, synchronisation and continuity challenges.

The Aspect solution is an advanced call transaction-processing platform designed to meet the critical requirements of Stefanini TechTeam's call centres. This solution provides the company with the breadth and flexibility to improve service to customers by providing such functions as advanced look-ahead routing, open, skills-based routing, and call centre networking.

From an integrated application platform, the Aspect solution seamlessly delivers:

* Inbound and outbound processing of calls and faxes
* Sophisticated interactive voice response and voice messaging
* Support for remote clusters of agents and home agents
* Robust communications with the data systems on our network
* Open, cross-platform access to call/transaction information
* Desktop access to management information and custom reports
* Call centre networking for realising a “virtual” call centre

The Aspect solution contains an extensive set of software capabilities. Among the most important is the flexibility in creating call routing scenarios to meet the most demanding call centre environment. This solution can leverage any type of conditional call routing scenarios available through major telecommunications providers. Examples include time of day, day of week, and holiday routing. Because the Aspect solution is completely digital, full-scale DNIS routing - or point-of-call origination alternate routing - can be customised into operations.

“The flexibility of the solution has exceeded our expectations. All that our agents need is a PC connected to the Internet and a Web browser to get up and running - anywhere they are located. Also, we've seen our TCO decrease, thanks to the centralised delivery of our Aspect Unified IP contact centre solutions,” said St'ephane Olmanst, Global Director, Telecom & WAN, Stefanini TechTeam.

Lastly, the Aspect solution is redundant, utilising advanced contingency equipment, power supplies, and duplicate common control elements to maintain call centre operations. The redundant components operate in a “hot standby” mode. In the event of a component failure, the system automatically switches over to the secondary system/hardware.

Stefanini TechTeam has seen its business accelerate since beginning the implementation of Aspect Unified IP. The stability and availability of the contact centre solution has improved significantly, up to almost 100%. Stefanini TechTeam has calculated large savings in its administration and licence fees. Those savings will be fully realised after the global implementation has been completed in Q2 of 2011.

Stefanini TechTeam also sees significant savings in the training costs of the agents, with a dramatic decrease in the learning curve from days to just minutes.

With Aspect's true advanced skills-based routing in place, Stefanini TechTeam administrators and managers can maximise agent capabilities, routing their customers to the best skilled agent resource no matter where they are located across the enterprise. Call flow design can be customised, and agent skills can be added and removed without the agent logging out.

Aspect partner @voicetec is part of Stefanini TechTeam's contact centre innovation strategy. Since 2002, @voicetec has provided Stefanini TechTeam with business advice as well as technical and operational support, ensuring agents have access to the full capabilities of the Aspect solution.

“Aspect and @voicetec understand our mission-critical needs. Together, they helped us to deploy VOIP - and now Aspect Unified IP - to develop and implement a virtual contact centre within a global infrastructure. Aspect provides the state-of-the-art and future-proof contact centre solutions we need. @voicetec has a thorough understanding of our business and the objectivity that you want from a partner,” continued Olmanst.

* Significantly improved flexibility
* Decreased time to get agents up and running from days to minutes
* Reduced costs of licences and implementation through centralised delivery
* Dramatically shortened agent learning curve

Products or services:

Aspect Unified IP for inbound calls, reporting and connection to a workforce management solution.