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Avaya Implements one of the Largest IP Contact Centers in Brazil for ACS


When ACS, one of the Latin America's largest contact center operators, embarked on its most ambitious project to build one of the largest IP contact centers in Brazil, the company turned to an Intelligent Communications solution from Avaya.

São Paulo, Brazil – When ACS, one of the Latin America's largest contact center operators, embarked on its most ambitious project to build one of the largest IP contact centers in Brazil, the company turned to an Intelligent Communications solution from Avaya, a leading global provider of business communications applications, systems and services. Now, ACS's contact centers, based on Avaya IP telephony, enable ACS to process more than 10 million calls per month.


ACS is part of Grupo Algar, a Brazilian conglomerate with holdings in the telecom, agricultural business and tourism sectors. ACS currently has two sites in Uberlândia and one in Campinas with a combined total of 6,500 employees including 5,000 agent positions that handle an average of 10 million calls per month.


The ACS Contact Centers, which have enough capacity to send and receive up to 90,000 simultaneous calls, offer a wide range of services including inbound and outbound telemarketing, help desk, bill collecting and market research. In order to train the company’s attendants, ACS invested about R$1.7 (approximately US$ 769,230) million last year.


Avaya developed a solution that integrates the three sites in Campinas and Uberlândia and features a broad range of communications solutions that connect customers to the right agent and at the right time. In addition to Avaya IP telephony running on Avaya Communication Manager Software, the Avaya Call Management System provides reports and management tools that monitor and analyze contact center performance, showing where improvements are needed and where to take fast, effective action.


Other Avaya solutions supporting the ACS contact centers include: an Avaya S8710 Media Server, Avaya Call Center Software, and Interactive Voice Response (IVR) integrated with Computer Telephony Integration (CTI), and recording capabilities for quality monitoring. In addition, contact center agents use Avaya 4610 IP phones. The solutions supplied to ACS are fully interoperable with their existing systems and enable the company to migrate to more advanced capabilities at the path and pace of their choosing. By having an Avaya IP Contact Center, ACS is also able to offer a pioneering service in Brazil – offshore contact centers, which provides call center services located in Brazil for other countries.


Other benefits of the Avaya IP Contact Center include a flexible architecture and applications which reduce communications costs while increasing employee mobility and productivity. The IP architecture greatly improves network administration by making the setup, management and removal of extensions and voice mail throughout the network, fast and easy. As a result, "move, add and changes," can now be done in minutes.
"ACS is one of the most advanced contact center companies in Latin America and we consider customer service a strategic and fundamental tool for the relationship with our customers. We are the first company in Brazil to create offshore services, and with Avaya's IP telephony solutions, we have assured the expansion of these offers and reduced the costs, since the migration to new technologies is very fast and practical," says Carlos Maurício Ferreira, ACS' technology director. "What makes us choose Avaya and continue choosing Avaya year after year, is the 100% availability of the network, and the company's responsiveness to our every need."


"As the need to improve efficiency in communication processes becomes more and more critical, converged solutions will become an important business tool for organizations, regardless of their size or their market segment," says Luís Fernando Palermo, Avaya's sales manager for telecom and telemarketing. "Avaya's IP Contact Center architecture also positions ACS for future growth by enabling them to incorporate new technologies such as SIP and SOA that are becoming fundamental for any service that is focused on satisfying customers."


ACS has been an Avaya customer since 1998. In 2003, Avaya developed the first projects for IP Contact Center solutions for ACS' environments. In December 2005, ACS launched ACS's site located in Campinas with contact center's solutions from Avaya 100% IP.


About ACS
ACS began operations in January 1999 in Uberlândia, state of Minas Gerais. Currently, the company has 5,000 agent positions, which generate about 6,500 jobs. In December 2005, the company launched a unit located in Campinas, state of São Paulo, with capacity for 1,500 agent positions. ACS operates 24x7, complying with the standards of the ISO 9002 certification, version 2000. The company was also the first contact center in Brazil to operate in the international market (offshore). In the recent ABT 2005 award, the company won three categories. ACS’ customers include: American Express, CTBC, Claro, Monsanto, Comverse, TIM and Avon. For more information, please access


About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 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 (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 website:


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