News : AlmavivA Lauded by Frost & Sullivan for its Strong Focus on Customer Experience
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.
Posted by Veronica Silva Cusi, news correspondent
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About AlmavivA do Brasil:
AlmavivA 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.
About Frost & Sullivan:
Frost & 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?
Published: Thursday, February 6, 2020
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