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Grupo REDE Invests in Intelligent Communications Solutions from Avaya to Improve Customer Service

10-23-2006
  • Grupo REDE achieved significant improvement in agent productivity and up to 54% increase in answered calls

Grupo REDE, one of Brazil's leading electricity providers, has improved the communication capabilities of its offices throughout Brazil using IP solutions from Avaya.

SÃO PAULO, SP - Grupo REDE, one of Brazil's leading electricity providers, has improved the communication capabilities of its offices throughout Brazil using IP solutions from Avaya (NYSE: AV). Customers today enjoy superior quality customer service through the company's new Avaya IP contact center. The company has significantly enhanced customer service standards and improved the efficiency of its contact center operations with agents answering 54% more calls in four branches using the Avaya Contact Center Solution. 

 

Grupo REDE selected Avaya, a leading global provider of communications applications, systems and services, in partnership with Elucid, a prestigious energy-focused local IT consultancy and Olitel Telecom, a solutions integrator and one of Avaya's key partners. The project was implemented in record time, lasting just over four months in eight sites from the South to the North of the country.

 

Grupo REDE operates eight power companies in Brazil and serves 12 million customers nationwide with over 1,000 agents working 24 hours a day seven days per week at 350 call center positions. With Grupo REDE's growth, the company found that its ability to serve customers was limited by its existing technology. It needed an improved call center platform that would support the increasing number of incoming calls, enhance agent productivity, give them mobility and flexibility.

 

"The previous solutions we had did not protect our call center against instability. Depending on the call flow the equipment would simply turn off. We needed a solution that was more adequate to our growth," says Antonio Vanderlei Soares, Grupo REDE's Technology Director. "The Avaya Contact Center Solution provided the best price, performance and scalability to meet Grupo REDE's current and future business goals." 

 

Grupo REDE now relies on the Avaya Elite application to route calls based on the inpidual skills and knowledge of each agent. The Avaya Call Management System (CMS) generates valuable reports that allow personnel to determine call volumes, agent workloads, and to see statistics such as sales call conversion rates, hours worked and talk time for contact center agents. Additionally, Grupo REDE implemented a CRM application which works with Avaya Computer Telephony Integration (CTI) to deliver valuable customer information to agent’s desktops for blended, multi-media contact management of incoming calls, ensuring that all agents automatically receive the relevant campaign information for all calls via screen pops. Calls can be recorded base on Nice Call Recording solution.

 

Avaya also provided Group REDE with a sophisticated remote monitoring and failure resolution tools that continuously tracks the network performance. A team of seven Group REDE employees were trained at Avaya University to operate the system. All the systems have been integrated within the Elucid system in Grupo REDE's head office in São Paulo, which contributed to reductions in travel costs and a decrease in troubleshooting time.

 

Initial results already show significant changes in customer service quality. During the first month, at CEMAT, a Grupo REDE company that serves a population of about 3.2 million in the state of Mato Grosso, the average holding time was reduced from 3 minutes 3 seconds to 40 seconds, while the number of answered calls increased from 212,000 to 226,000. CELTINS, the company that serves the State of Tocantins, increased the number of answered calls from 74,000 to 137,000, while the average holding time decreased from 3 minutes 51 seconds to 2 minutes 5 seconds.

 

"In spite of the complex installation challenges and the short period of time available to develop a project, Olitel managed to integrate all the tools and applications within Avaya's solutions, significantly reducing average wait times. Grupo REDE's agents are now able to provide customer support in the shortest time and deliver accurate and timely information. Olitel designed a system that guarantees that customer calls will always be answered, by allowing callers requesting service to choose self-service using the Avaya Interactive Voice Response Automated Attendant (IVR) or to speak with an agent," says Reinaldo Delgado, Olitel's Commercial Director.

 

According to Vanderlei Soares, from Grupo REDE, the investment brought, as a direct result, a significant increase in agent productivity, which will positively contribute to improve Grupo REDE's customer satisfaction. "Avaya's technology, combined with Elucid's and Olitel's competence, brought system reliability and improved the availability of Grupo REDE's agents to serve its customers. Next month, when the system is fully implemented, improvements should be even more significant," he concludes.

 

"In the highly competitive contact center industry, advanced technology can be a key competitive differentiator. In this scenario, integrated solutions are paramount for companies of all sizes to gain a competitive edge in today's business environment. Avaya delivers solutions that prepare our clients to compete in today's world and to be successful leaders in the near future," says Luiz Camargo from Avaya.

 

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: www.avaya.com.

 

About Elucid
Elucid is one of the 15 largest IT consultancies in Brazil, and is IT leader in the electricity for the Brazilian utilities market. The company detains leadership in the CIS systems – Customer Information System and has deployed its solutions in 45% of all Brazilian energy companies.

 

About Olitel Telecom
Olitel Telecom is a solutions structure integrator for IT projects, developing and customizing solutions and implementing convergent networks for Call Center and Corporate Networks. With 25 years of successful history in the IT and Telecom industries, Olitel operates in Brazil, the Caribbean and other Latin American countries. It is prepared to implement solutions for data and voice converging network, contact center, Unit of Audible Response (URA), CTI (Computer Telephony Integration), VPN ( Virtual Private Network), VoIP (Voice over IP), video-conference, access routers and network security solutions. It is an Avaya Business Partner Platinum, maximum certification given by the company, which guarantees technical competence with its partner and its ability to offer the best solutions and services to its clients. For more information access: www.olitel.com.br.

 

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