Avaya today announced that AlmavivA Brazil, an Italian information and communication technologies (ICT) provider, has implemented Avaya Contact Center Solutions to modernize its customer service operations. The project, implemented by the Betta Group, helps AlmavivA Brazil optimize response times for customers as well as costs for the company with the flexibility needed for a rapidly growing company.
AlmavivA provides ICT services and platforms based on cloud computing, big data and advanced analytics and Customer Experience Management solutions. The company continues its rapid growth with 11,000 Avaya licenses now in use across 10 sites throughout the country, including São Paulo, Alagoas, Sergipe, Minas Gerais, Piauí and Brasilia.
The latest project created a more modern operation, expanded the number of PA’s (care points), and reduced customer wait time in addition to optimizing costs. Moreover, the sites now have redundancy and equipment with high availability to help ensure that the operation stays up and running.
Avaya’s open SIP platform allows AlmavivA to customize operations as needed, insulating islands, rooms and even entire buildings. For example, Avaya’s Intelligent Customer Routing provides custom reports with a real-time view collaborating with rapid decision making. Avaya Session Border Controllers increase security.
"Managing customer relationships requires a greater knowledge of their requirements to be able to anticipate their needs. Betta Group’s agility and technology and the delivery of Avaya’s capabilities were crucial to meet the customer dynamics.“ - Luis Fernando Monteiro Thinen, Director of Information Technology of AlmavivA,
"Today, AlmavivA totals 10 sites in Brazil and generates a flow of 15 million calls per month. To be part of this growth story and success is a great pride for us.” - Emerson Altomani, Director of Sales and Marketing at Betta Group
AlmavivA of Brazil is a society of Telemarketing and Informatics of the AlmavivA Group - The Italian Innovation Company a leading company in Italy in the provision of Information & Communication Technology solutions in CRM services, Consulting and Knowledge Management for Public Administration Entities Social Security, Telecommunications sectors, Industry, Transport & Logistics, Planning and Environment, Defense and Security, Banks and Insurance Companies. AlmavivA of Brazil has the best offers in projects and customer relationships and operations and it ensures the most efficient support to Private and Public Administration Organizations. Its services range from the management of all Customer Care processes receptive to Telemarketing activities to operational support in loyalty programs to conducting market research and recovery of Credit and Collection.
About Betta Group
Betta Group is a solutions integrator in IT and Telecom which has added value and opportunity for its customers and partners for over 25 years, thus fulfilling its mission to contribute to its growth. With Avaya's number one partner status in Brazil, Betta is a reference in care of the Contact Center segment, working with a highly qualified team and offering customized solutions that suit the needs of each client.
Avaya (avaya.com) is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. Avaya Breeze enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.
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