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Atento Peru Invests US$600,000 in Avaya Solutions to ImproveCustomer Service

04-21-2004

Avaya announced that Atento Peru, a leading customer service outsourcer, has selected contact center solutions from Avaya that will enhance customer service while reducing operating costs.

Avaya Inc. (NYSE: AV), a leading global provider of communications networks and services for businesses, today announced that Atento Peru, a leading customer service outsourcer, has selected contact center solutions from Avaya that will enhance customer service while reducing operating costs.

Through BellTech, a BusinessPartner in Peru, Avaya has supplied Atento with a converged communications solution that will add value by enhancing the contact center's capabilities while protecting the company's current investment in technology.

Atento's new "El Naranjal" Contact Center will have more than 550 agents responding to customers from throughout the Southern Cone. With the Avaya Customer Interaction Suite, customers can now contact the company anytime, anywhere, and use any means (e-mail, Web, or telephone) to access information.

Avaya Interaction Center - part of the Avaya Customer Interaction Suite - is a software application that intelligently routes customers to the appropriate operators within the contact center, and provides agents with the customer, transaction, and product information they need to deliver quality service. This helps to ensure that every customer reaches the most suitable operator, which increases customer satisfaction and loyalty. The Avaya solution will also help drive improvements in business performance by providing Atento customers with the ability to access more information through self-service and assisted-service capabilities.

In order to upgrade the technology while allowing for minimum disruption to the contact center operation and customer service, Atento turned to Avaya Global Services to provide network consulting and implementation services including the integration of new applications.

"Our aim is to offer new services to our customers, improve processes, and get the most out of our investment in technology. That's why we've chosen Avaya to accompany us through this process," commented Evaristo Canete, managing director of Atento Peru. "The solutions and services supplied by Avaya mean that we can offer our customers service in line with their high expectations," he added.

"Avaya solutions can be found in Atento contact centers around the world, and over the years we've become a key technology partner for Atento. The El Naranjal project challenged us to maximize Atento's existing resources and provide superior service that will help them increase customer loyalty and revenue," said Horacio Holinari, managing director for Avaya in the Southern Cone.

Avaya contact center technology and customer relationship management solutions provide unique options to satisfy the needs and requirements of customers and providers alike. Avaya is a world leader in CRM solutions with more than 22,000 Multi-Channel Call and Contact Centers around the world.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including more than 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

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