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UOL Argentina Selects Technology from Avaya to Improve CustomerService and Increase Productivity

01-22-2004
  • UOL invests in technology in order to reduce costs and grow revenue.

Avaya announced that it has supplied UOL, a leading Internet Service Provider in Argentina, with Contact Center solutions that enabled the company to improve customer service while reducing operating costs.

Avaya Inc. (NYSE: AV), a leading global provider of communications networks and services for businesses, today announced that it has supplied UOL, a leading Internet Service Provider in Argentina, with Contact Center solutions that enabled the company to improve customer service while reducing operating costs.

In order to provide its customers with consistent and personalized service, UOL selected Avaya Interaction Center, which allows customers to contact the company anytime, anywhere, and use any means (email, web, or telephone) to access information. Avaya's solution also helps drive improvements in business performance by providing UOL customers with the ability to access more information through self-service and assisted-service capabilities when it is convenient for them.

The solutions that UOL implemented to enhance customer satisfaction, improve levels of service, reduce operating costs, and increase revenues by detecting new business opportunities include:

  • Avaya Interaction Center: routes customers in their preferred medium of communication (telephone, Internet, e-mail, fax) to the appropriate workers within the contact center, and provides employees with the customer, transaction, and product information they need to deliver quality service.
  • Avaya Operation Analyst: continuously monitors and quickly analyzes contact center operations, which facilitate continuous improvements to manage costs and drive revenue.
  • Avaya Business Advocate: calls are directed to the right representative on the basis of a customer needs profile, thus significantly reducing waiting times and abandoned calls. It balances a company's segmentation policies with the needs of each caller to match the right call with the right agent, at the right time.


"Customer satisfaction is at the core of our business and we count on technology as a key factor in helping us reach our goal. Avaya's solutions have helped us reach our objective of providing quality customer service to all our subscribers," said Juan Manuel Ruiz, General Manager of UOL.

Horacio Molinari, Managing Director of Avaya in the Southern Cone, adds, "Our challenge at Avaya is to provide an integrated, strategic solution for UOL's Contact Center that maximizes their existing resources and provides superior service that will result in customer loyalty and increased revenue."

Avaya's contact center technology and customer relationship management solutions provide custom-built options to meet the needs of both customers and providers. Avaya is the leader in CRM software with more than 22,000 call centers and multi-channel contact centers worldwide.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 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

About UOL Argentina
UOL Argentina is one of the main online service providers in Argentina. The company offers Internet access products of the highest quality, as well as a complete variety of exclusive contents for subscribers and is renowned for its customer service and support. With a staff over 300-strong, UOL Argentina has 4 business areas: UOL Sinectis for the paid dial-up market, UOL Fast for broadband, UOL Profesional for tradesmen and professionals, and UOL Empresa for SMBs. The UOL headquarters are in Buenos Aires.

Launched in April 1996 in Brazil, UOL S.A. is the largest Internet online service provider in the Mercosur region.

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