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BCI Enhances Customer Service and Reduces Costs with Avaya Solution

10-31-2003
  • Avaya enables the Banco Crédito Inversiones (BCI) Chile tooptimize resources and increase productivity

Avaya (NYSE:AV), a leading global provider of communicationsnetworks and services for businesses, today announced that it hassupplied Banco Crédito Inversiones (BCI), one of the leading banksin Chile, with a contact center solution that has enabled the bankto improve customer service while reducing costs and increasingproductivity. BCI's contact center can now handle more than 70,000calls a day, resolve customer problems, and offer timely,personalized service.

Avaya (NYSE:AV), a leading global provider of communicationsnetworks and services for businesses, today announced that it hassupplied Banco Crédito Inversiones (BCI), one of the leading banksin Chile, with a contact center solution that has enabled the bankto improve customer service while reducing costs and increasingproductivity. BCI's contact center can now handle more than 70,000calls a day, resolve customer problems, and offer timely,personalized service.

Using Avaya Interaction Center, BCI's clients are able tocontact the bank anytime, anywhere, and use any means (e-mail, Web,or telephone) to access information and receive consistent andpersonalized service. The Avaya solution also helps driveimprovements in business performance by providing BCI customerswith the ability to access more information through self-serviceand assisted-service capabilities when it is convenient for them.By concentrating their human and operational resources in an Avayasolution-based contact center, the bank has achieved greaterefficiency, while reducing costs.

Avaya Interaction Center also enables BCI to unify itspreviously scattered customer service centers into a single pointof contact. This integration allows BCI to route, manage, record,and report on customer interactions across a variety ofcommunication channels — including Web, e-mail, and advancedtelephony systems. This helps the company manage high volumes ofcustomer transactions, gain business value from all relevantcustomer information, and deliver consistent and integratedcustomer service.

The bank has also updated its telephony system by migrating toAvaya Communication Manager on an Avaya S8700 Media Server, andincreased the number of call center agents.

BCI customers will benefit from the Avaya Interaction Centersoftware that intelligently routes calls to the most suitableoperator, who receives detailed information about the client, thetransaction, and the best possible solution in each inpidualcase. The software is also able to produce detailed reports therebymaximizing the efficiency of call center operations.

By investing in technology, BCI has seen dramatic increases inproductivity. "We have always sought to provide our clients withexcellent service. To achieve this we not only need to have thebest operators but the best technology too," said Pablo Cousiño,BCI's Techology Manager. Avaya's solution helps us meet our goal ofproviding high levels of customer service for all our corporateclients round the clock."

"Technology has become a key factor for success in firms thatare seeking to maximize resources, reduce costs and, above all,ensure customer satisfaction and loyalty," says Horacio Molinari,Director of Avaya in the Southern Cone. "We are pleased to behelping BCI reach their goals."

Avaya is a global market leader in customer contact centersolutions and interactive voice response systems, with more than22,000 customer care and multi-channel contact center customersworldwide.

About Avaya
Avaya Inc. designs, builds and manages communications networks formore than 1 million businesses worldwide, including 90 percent ofthe FORTUNE 500®. Focused on businesses large to small, Avaya is aworld leader in secure and reliable Internet Protocol (IP)telephony systems and communications software applications andservices.

Driving the convergence of voice and data communications withbusiness applications — and distinguished by comprehensiveworldwide services — Avaya helps customers leverage existing andnew networks to achieve superior business results. For moreinformation visit the Avaya Web site: http://www.avaya.com

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