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Avaya Contact Center Solutions Help RCI International IncreaseSales and Customer Service

06-08-2005

Avaya announced that RCI International, a global leader in vacationexchange, has implemented solutions from Avaya at its contactcenter in Mexico City that have enabled RCI to improve productivityand customer service while handling more than 18,000 calls a day.Avaya, a leading global provider of business communications applications, systems and services today announced that RCI International, a global leader in vacation exchange, has implemented solutions from Avaya at its contact center in Mexico City that have enabled RCI to improve productivity and customer service while handling more than 18,000 calls a day.

Business is booming for RCI International, which provides members with time share vacation properties throughout Mexico. The company's two contact centers in Mexico City, Mexico and Montevideo, Uruguay receive over 10,000 calls a day from customers in the United States and Latin America and generate between 80-90 percent of the company's revenues.

In addition to fielding 10,000 calls a day (9,000 of which are from the United States), the company makes approximately 9,000 outbound calls each day to members and potential customers.

"Since RCI's contact center is at the heart of their business, it is critical for them to offer a high level of service and respond to calls as quickly as possible. Implementing Avaya solutions have enabled them to respond to more than 80 percent of incoming calls in 20 seconds or less," explained José Gómez Obregon, managing director of Avaya Mexico.

Avaya Interaction Center, part of the company's Customer Interaction Suite of MultiVantage™ Business Communications Applications, has taken RCI's customer service in a new direction, with intelligent communications, connecting communications and business applications to give workers, customers and processes, the ability to be linked to the right person, at the right time. Now, when members call the RCI contact center, they are routed automatically to the appropriate agent. The member's information appears on the agent's screen, enabling the agent to know the customer's history and address the client by name, adding a personalized touch.

"The effectiveness with which we generate sales is directly proportional to the income we generate for the company. Leading-edge technology that enables us to make our sales more agile and effective is indispensable for us," said Alfonso Heredia, vice president of Contact Centers for RCI International. "We consider Avaya's technology platform a competitive advantage and a strength for our business. It has made our operations more efficient by reducing operating costs and increasing profitability," he added.

Avaya Contact Center solutions also provide RCI International with an easier integration of all of its software applications, which are used on a daily basis to exchange information with the company's various partners. Avaya solutions include call monitoring that analyzes the number of calls on hold, their length, and provides statistics that allow management to optimize employees' time by routing calls at peak hours to certain groups of operators, thus enhancing the service quality and personal attention.

In addition, RCI International is using Avaya technology to develop other lines of business, such as a travel agency, as well as delivering outsourcing services to tourism developers whose customer service, reservation, maintenance, and financial collection needs are supported by RCI.

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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