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Avaya Hosts Forums on Best Practices for Contact Centers to HelpCompanies Transform the Customer Experience

11-08-2004
Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that it will host forums on best practices for Contact Centers that can help drive revenue goals for large and mid-sized companies. The forums, which will be held in Mexico City and Monterrey from November 9-12, will focus on how a contact center can become a strategic asset - a place to optimize the customer experience by providing the right information to the right customer in the right way.

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that it will host forums on best practices for Contact Centers that can help drive revenue goals for large and mid-sized companies. The forums, which will be held in Mexico City and Monterrey from November 9-12, will focus on how a contact center can become a strategic asset  a place to optimize the customer experience by providing the right information to the right customer in the right way.

Important studies show that a majority of customers base their opinion of a company on their contact center and customer experience. As the strategic importance of contact centers becomes obvious, businesses are seeing the need to increase investments in this area. There is renewed focus on evaluating and enhancing customer service as studies continue to demonstrate a link between service experiences and customer loyalty and retention.

During the best practices forum, participants will learn how companies in Mexico have successfully transformed their contact centers into strategic centers of excellence within the company, by turning them from a location that gets the customer on the phone and connects them to the next available operator, to a profit center for the business.

Featured in the seminar is a case study on the public sector and improving citizen experience. The Ayuntamiento de Chihuahua deployed a system called Marc@gob which consists of a communications network that includes a contact center with fax, chat, email and on site personalized attention. The solution has dramatically improved citizen experience by increasing process efficiency and allowing users to know exactly what the status of their request is at any given time.

Customer loyalty and satisfaction will be covered during sessions featuring the case studies of Nextel, Alestra AT&T and Telvista. These three companies have successfully implemented Avaya Contact Center solutions that have enabled them to reduce costs, gain and retain customers and increase user satisfaction.

The forums will take place over two days in each city. One day is aimed at mid-sized companies (250 employees or more) and the other day will address the needs of large enterprises. Mid-sized business will learn ways to integrate technology solutions to get the most out of their employees in addition to understanding how multiple customer interaction points can make a difference and give them a competitive advantage.

Among the topics to be covered in the sessions for large enterprises are: overcoming infrastructure barriers, how to successfully integrate a Contact Center with the rest of the business, and getting the most out of self service.

"Customer satisfaction is the main component of running a successful business. Today, companies have more ways of interacting with each one of their customers through communication technologies. Phone, email, web and fax have become a way in which companies can get the most out of each customer touchpoint," said Octavio Díaz, Contact Center and CRM specialist, Avaya Mexico.

The best practices forums will start at 8:00 am at the following places and times:

November 9 Ciudad de México
Hotel Presidente Intercontinental
Salón Feria
Large Enterprises
November 10 Monterrey, Nuevo León
Hotel Presidente Intercontinental
Salón Chipinque
Large Enterprises
November 11 Monterrey, Nuevo León
Hotel Presidente Intercontinental
Salón Continental 1
Mid Market
November 12 Ciudad de México
Hotel Presidente Intercontinental
Salón Castillo A 5 y 6
Mid Market


 

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