Avaya Contact Center Solutions Help Grupo Multimedios Increase Revenues
Monterrey-based company saves over US$400,000 and obtains ROI in less than one year
09-Aug-2006, MEXICO CITY, Mexico – When Grupo Multimedios, a leading media company in Mexico, decided to centralize its customer care function and improve service to subscribers, it turned to an IP contact center solution from Avaya (NYSE: AV), a leading global provider of business communications applications, systems and services.
Grupo Multimedios operates a wide variety of businesses including radio and TV stations, newspapers, magazines, billboards, restaurants, entertainment centers, and public telecommunications networks. In order to improve customer service and operational efficiency, the company invested in an IP contact center in Monterrey with 110 agents. The contact center processes an average of 110,000 inbound and outbound calls a day handling everything from sales of movie tickets and newspaper subscriptions, to conducting telemarketing campaigns for radio and TV promotions. As a result, the business generated from the company’s contact center now amounts to 40% of the company’s total revenues.
The company estimates that implementing the new contact center has helped them save over US$400,000, enabling them to obtain a Return on Investment (ROI) in less than one year.
For its contact center, Multimedios selected Intelligent Communications solutions from Avaya that connect customers to the right agent and at the right time. For example, Avaya Interaction Center - which intelligently routes customers in their preferred medium of communication (voice, e-mail or chat) to the appropriate workers within the contact center, and provides employees with the customer, transaction, and product information they need to deliver quality service – has allowed Multimedios to increase agent productivity by 10%. Agent availability, which was previously only 7% has now increased to over 50%. This increase in agent productivity and availability has significantly improved the quality of Multimedios’ customer service.
Avaya Call Management System, a software that provides reports and management tools that monitor and analyze contact center performance, showing where improvements are needed and where to take fast effective action, has contributed to a reduction in the abandoned call rate from 45% to 7% in less than 2 months.
Other Avaya solutions supporting Multimedios’ contact center include: an Avaya S8700 Media Server, Avaya Call Center Software, Interactive Voice Response integrated with CTI application, and recording capabilities for quality monitoring. In addition, all 110 contact center agents are using Avaya 4600 Series IP Telephones.
“Thanks to Avaya’s Intelligent Communications solutions and services, our Contact Center meets the quality standard ISO 9000, which indicates our compliance to the industry’s best practices. This demonstrates that Multimedios has best-in-class standards in regards to service, response time, call return and agent efficiency,” said Víctor Téllez, systems manager for Grupo Multimedios.
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: http://www.avaya.com.
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