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News : AlmavivA Lauded by Frost & Sullivan for its Strong Focus on Customer Experience

#contactcenterworld, @Frost_Sullivan

Sao Paulo, Brazil, Feb. 5, 2020 -- Based on its recent analysis of the Latin American contact center outsourcing services market, Frost & Sullivan recognizes AlmavivA with the 2020 Latin American Competitive Strategy Innovation and Leadership Award for its emphasis on service improvements.

"AlmavivA leverages several emerging technologies, such as advanced Big Data analytics, natural language processing, intelligent virtual assistants, text and speech analytics, self-service tools, and AI to deliver exceptional value," said Sebastian Menutti, Senior Industry Analyst. "These technologies have myriad applications in several service lines, including outbound and inbound sales, digital marketing, outbound collections, customer service, back office, technical support, and trade marketing. Every agent employs the company's technological tools to improve consumer interactions and overall customer experience."

"Most clients served by Almacontact (AlmavivA Colombia) are either global or Latin American companies with Colombian customers, or US-based companies that require both Spanish- and English-based services," noted Menutti. "As catering to US customers from Colombia is a key future growth opportunity for AlmavivA, the local operation has imported global best practices, solutions, and emerging technologies from Brazil and Italy, which has allowed the company to penetrate the airlines, technology, and telecommunications industry verticals."

Each year, Frost & Sullivan presents this award to the company that has leveraged competitive intelligence to successfully execute a strategy that results in stronger market share, competitive brand positioning, and customer satisfaction.

Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

#contactcenterworld, @Frost_Sullivan

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca


About AlmavivA do Brasil:
Company LogoAlmavivA is synonymous with digital technology and Italy's Information & Communications Technology Group. With 45,000 employees – 11,000 in Italy and 34,000 abroad – it operates globally, with 40 offices in Italy and 22 abroad: it has a significant presence in Brazil, and is also operational in the United States, China, Colombia, Tunisia, Romania and Brussels, the nerve center of the EU, with total sales amounting to 823 million Euro in 2018.
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About Frost & Sullivan:
Company LogoFrost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
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Today's Tip of the Day - Plan Training In Advance

Read today's tip or listen to it on podcast.

Published: Thursday, February 6, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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