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Nextel Mexico Implements Contact Center Solutions from Avaya to Provide Superior Service to More Than 900,000 Customers

09-27-2005

Avaya announced that Nextel Mexico, a leader in work group communications solutions and wireless business-oriented products and services, has implemented contact center solutions from Avaya that have enabled the company to improve the quality of service to the more than 900,000 customers throughout Mexico.

Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, systems and services, today announced that Nextel Mexico, a leader in work group communications solutions and wireless business-oriented products and services, has implemented contact center solutions from Avaya that have enabled the company to improve the quality of service to the more than 900,000 customers throughout Mexico.

 

In order to respond efficiently to the more than 6 million calls per year that Nextel receives at its call center in Mexico City, the company implemented solutions from Avaya that enabled the company to reduce customer wait time by over 20%. Of the 500,000 calls per month received, approximately 270,000 are attended to via Interactive Voice Response (IVR), while the remaining 230,000 are intelligently routed to the most qualified agent.

 

In addition to reducing customer wait time, Nextel was able to improve agent productivity and customer retention while reducing operating costs. "A careful cost analysis after implementation of Avaya contact center solutions revealed that we were able to lower our costs per call received from US$5 per call, to US$1.8. However our main goal continues to be to respond adequately to our growing volume of users and offer them optimal customer service," explained Gabriela Soriano, vice president of customer operations for Nextel de México.

 

Among the solutions implemented by Nextel is an Avaya Enterprise Communications Server which receives calls 24 hours a day, 7 days a week, 365 days a year. In addition, a Call Center Elite package enables intelligent distribution of calls thereby reducing customer wait times, and a computer-telephony integration (CTI) system helps agents to deal with inquiries quickly by recognizing caller numbers and routing them to the most appropriate agent. At the same time, a customer's details are automatically retrieved from the system and displayed on agent screens via helpful 'screen pops'.

 

Avaya Interactive Voice Response (IVR) provides callers with automated self-service transactions, from simple inquiries to complex navigation and access to a database where important customer information is stored.

 

"After a careful analysis, we determined we needed a robust and reliable solution that would enable us to provide superior customer service, and which could be implemented with minimal disruption to our operation," explained José Manuel Santos, director of customer service for Nextel de México. "We selected Avaya because they were the supplier that best understood our needs, in addition to responding to our stringent technology requirements," he added.

 

"Nextel de México is a prime example of how today's companies are transforming through communications to make people more productive, processes more intelligent and customers more satisfied," said José Gómez Obregon, managing director for Avaya in Mexico.

 

Avaya is a global leader in contact center solutions. The company leads the market in Mexico with a 44 percent share, and a 35 percent share in the Latin America, according to independent industry analyst firm Frost & Sullivan ¹.

 

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

 

¹ Frost & Sullivan Latin America Contact Center Solutions Market, February 16, 2004

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