For more information on Lucent Technologies, visit its Web site at. Backed by the research and development of Bell Labs, Lucent focuses on high-growth areas such as optical and wireless networks Internet infrastructure communications software communications semiconductors and optoelectronics Web-based enterprise solutions that link private and public networks and professional network design and consulting services. Lucent Technologies, headquartered in Murray Hill, N.J., USA, designs and delivers the systems, software, silicon and services for next-generation communications networks for service providers and enterprises. For more information about Avaya in Spanish and Portuguese, visit us on the Web at. For more information about Avaya, visit us on the Web at. We intend to use our leadership positions in enterprise communications systems and software, our broad portfolio of products and services, and strategic alliances with other technology and consulting services leaders to offer our customers comprehensive eBusiness solutions. leader in sales of enterprise voice communications and call center systems. We are a worldwide leader in sales of messaging and structured cabling systems and a U.S. We offer voice, converged voice and data, customer relationship management, messaging, multi-service networking and structured cabling products and services. They include multimedia customer care and computer telephony applications, customer relationship management software, predictive dialing solutions and interactive voice response products.Īvaya, formerly the Enterprise Networks Group of Lucent Technologies, headquartered in Basking Ridge, N.J., USA, is a leading provider of communications systems for enterprises, including businesses, government agencies and other organizations. Individuals calling in to Atento`s contact center are immediately routed to the agent who is most qualified to help them.Īvaya`s Customer Relationship Management Solutions comprise a broad array of systems, software and professional services that help companies deliver on their commitments to customers. These solutions boost responsiveness to callers and accelerate the routing of calls to the appropriate customer service agents. This evolution in call centers allows leading edge companies to improve their customer service in a technology age where service is increasingly becoming the differentiator for successful businesses.Īt the heart of Atento`s customer contact center are Avaya`s Customer Relationship Management (CRM) Solutions and DEFINITY Enterprise Communications Server (ECS). We are thrilled to help Atento build the world` s most advanced customer interaction centers."Ĭompanies use CentreVu Internet Solutions to expand ways of interacting with customers - by live text chat, voice over IP, and through Web call-back and e-mail. "We have transformed the traditional call center into a customer interaction center where people can communicate seamlessly in the way they prefer, regardless of the technology platform. "Avaya is redefining the way businesses communicate," said David Gant, Avaya`s president for the Caribbean and Latin America region. The agent can then answer questions, direct the customer to another catalogue page or take an order. With the click of a button, the customer is talking to a sales agent who is looking at the same on-line catalogue page. For example, a customer browsing an on-line catalogue for a shirt may want to know if it is available in another color. The solution enables businesses to create real-time access into their call centers from their Web. Under a separate agreement, Avaya will also install its call center solutions for Atento in Argentina, Venezuela, Italy and Tangiers later this year.Īvaya is supplying its CentreVu Internet Solutions to deliver personalized service at the click of a button by combining the capabilities of a call center with the self-service functionality and spontaneity of the World Wide Web. Avaya will be installing its Internet call centers in Atento facilities in Brazil, Colombia, Chile, Puerto Rico, Guatemala, El Salvador, Spain and Morocco. Thanks to the solution provided by Avaya, Atento will be able to offer an innovative and unique value proposition that meets the quality requirements of its customers. The Internet call center deployment, powered by Avaya`s CentreVu Internet Solutions, will be completed by year`s end and will provide advanced customer interaction capabilities to Atento, making more than 8,000 of their 30,000 customer service agents accessible through the Web. Atento, a subsidiary of Spain`s Telefonica specializing in e-CRM services, and Avaya, the former Enterprise Networks Group to be spun off from Lucent Technologies later this year, have signed a multi-million dollar agreement for the deployment of Internet-based call centers in eight countries and three continents.
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