ING Comercial America Uses Avaya Technology to Improve Service to 220,000 Customer Calls a Month
July 05 2006 - 8:15AM
PR Newswire (US)
80% of Calls Related to Accidents Attended to in Less Than 10
seconds and Dropped Call Levels Reduced by 75% MEXICO CITY, July 5
/PRNewswire-FirstCall/ -- When ING Mexico, a leader in providing
insurance, pension benefits and financial services in Mexico,
needed a way to enhance customer service by connecting customers to
the right agent and at the right time, the company selected an
Intelligent Communications solution from Avaya, a leading global
provider of business communications applications, systems and
services. With branches located throughout Mexico, ING needed to
centralize its customer care operations in order to improve
efficiency and customer service. The company established a contact
center in Mexico City with 305 employees and 229 agent positions
that attend to an average of 220,000 calls each month. Car accident
reports, health and life insurance inquiries, pension information
and tele-sales are just some of the services provided via the
contact center in addition to services for ING employees such as IT
and HR support. To manage call routing, Avaya Customer Interaction
Suite contact center software allows incoming calls to be
automatically distributed based on preset parameters. As a result,
callers are more quickly and efficiently connected to the agent who
can best attend to their needs. For example, 80% of calls related
to accidents are quickly identified and attended to in less than 10
seconds, and in the case of customer service, in less than 20
seconds. The new system provides routing and reporting tools to
help better balance calls among the staff, which, in turn, can be
scheduled more efficiently to match higher-volume calling times.
From the Avaya MultiVantage(TM) Communications Applications
portfolio, Avaya Communication Manager IP telephony software serves
as the core of the new communications network at each site. Avaya
Call Management System software provides reports and management
tools needed to monitor and analyze contact center performance,
showing where improvements are needed and where to take fast
effective action. Another one of the benefits that ING has obtained
from Avaya's technology has been a reduction from 8% to 2% in the
call drop-out levels, as well as better business integration.
Reducing time has had a significant impact on customer
satisfaction, as well as resource management and costs. "Avaya has
been a great technology partner to ING. They understand our
business, and have been extremely flexible in addressing our needs.
We can now offer our customers a single-point-of-contact and
provide them with superior service," said Antonio Fernandez,
executive vice president for ING Mexico. The Avaya solutions
supporting ING's contact center consist of an Avaya Media S8700
Media Server, an Avaya G600 Media Gateway, Avaya Call Center
Software with Automatic Call Distribution, Call Management System
and Interactive Voice Response and recording capabilities for
quality monitoring. 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(R). 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/. About the FIFA
World Cup and Avaya As the Official Convergence Communication
provider for the 2006 FIFA World Cup(TM), Avaya is providing a
champion communications network infrastructure for the World's
largest sporting event. The converged network -- that combines
voice and data on the same infrastructure -- will connect the 12
FIFA World Cup stadiums, the media centers in all stadiums and the
FIFA headquarters in Berlin. Players, coaches, volunteers and fans
alike will benefit from the Avaya network that will be instrumental
in player and journalist accreditation, results reporting, material
tracking, accommodation confirmations, transportation, and
ticketing, among other critical functions. With an estimated 45,000
network connections, 30,000 network devices and over 15 terabytes
(or 15,000,000,000,000 bytes) of data, it is the largest converged
communication network ever built for a sporting event. DATASOURCE:
Avaya CONTACT: Media Relations, Allesandra deSantillana,
+1-786-331-0604, , or Investor Relations, Matt Booher,
+1-908-953-7500, , both for Avaya Web site: http://www.avaya.com/
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