Avaya shared how its contact center solution improved customer experience at Maringa Tourism, one of Brazil’s largest travel agencies specializing in business travel management.
Maringa Tourism employs more than 500 employees in offices across the country. As the company expanded, it needed a communication and collaboration solution.
Implemented by Avaya channel partner, Belltech, an Avaya IP Office Contact Center provided following benefits to Maringa Tourism.
#Improved quality control through remote monitoring of calls in all offices, including subsidiaries Central Events and Lemontech.
#Faster handling of inquires through automated call routing based on customers’ need that also reduces costs.
#Simplified production and access to more detailed management reports with such information as call volume by location, monitoring and SLA adherence, now available online from any location.
#Increased mobility for executives with an IP soft phone, enabling them to keep up with important calls and contacts while traveling.
“Today, we have a solution that automates the entire process, and we can still measure each customer interaction by controlling the waiting times and service line in a much better way. Moreover, the interconnection of subsidiaries and group companies is another advantage of the Avaya IP Office Contact Center solution,” said Alexandre de Castro, Vice President of Maringa Tourism.