Unified Communications Industry News

TMCNet:  Eletropaulo Migrates Customer Service to Avaya Cloud

[April 09, 2018]

Eletropaulo Migrates Customer Service to Avaya Cloud

Eletropaulo, the largest electricity distribution company in terms of consumption and turnover in Latin America, will migrate its customer service platform to the Avaya (News - Alert) cloud solution. As part of the company's digital transformation plan, Eletropaulo has signed a five-year contract with Avaya Holdings Corp. (NYSE:AVYA), taking an important step towards optimizing and automating its customer service operations.

The agreement between the companies includes the deployment of the Avaya Oceana® as a Service in more than 800 locations. The goal is to update Eletropaulo's platform with applications that modernize and enhance service and help retain customers through intelligent customer service technologies. The migration to a cloud-based solution will take advantage of Eletropaulo's current infrastructure, including previous investments in Avaya solutions.

According to Danusa Correa, Relationship Channel Manager of Eletropaulo, the electricity distribution company was seeking an omnichannel solution to help transform the customer relationship.

"We were looking for solutions that would provide security and greater accessibility for customers using different channels. It was essential to guarantee the reliability of the information and relationship through which we could demonstrate knowledge of the client's journey, even in the case of a channel migration," she explained. "After an evaluation process that lasted several months and having been introduced to several solutions from different companies, we came to the conclusion that Avaya met our digitalization needs."

According to Marcio Rodrigues, President of Avaya Brazil, the contract with Eletropaulo highlights the importance of investing in cloud solutions to deliver better customer experiences.

"We are talking about a company that serves more than 18 million people. The migration of Eletropaulo to a cloud-based platform and offering technologies for multi-channel customer service, preserving the context of interactions, allows a more assertive and efficient relationship. Furthermore, the project takes advantage of the existing foundation, making clear that everything that Eletropaulo has already invested in Avaya solutions is being evolved to a new level for enhanced customer service experience."

Through Avaya Oceana, customer service professionals have a complete interface with contextual analysis, which makes it possible to create a more accurate customer image and enable more personalized interactions. The solution also supports the use of Bots featuring integrated Artificial Intelligence technology, automation and analysis for all customer service channels including social media, and maintenance of the customer input and contextual information in the transition rom self-service to live agent-assisted customer service.

About Avaya

Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit www.avaya.com.

About Eletropaulo

As the largest electricity distribution company in terms of consumption and turnover in Latin America, Eletropaulo is connected to 18 million people, distributing power to 24 municipalities in the metropolitan region of São Paulo, including the capital. These cities occupy an area of 4,526 square kilometers (2812.33 miles) and represent 17% of Brazil's GDP.

Currently, the power provider has more than 7 thousand employees. It has a 24-hour, seven-day-a-week customer service infrastructure, in order to bring energy with quality and safety to all customers.

Information about Avaya for the press

RMA Comunicação

Rafael Bueno (rafael.bueno@rmacomunicacao.com.br) - (11) 2244-5989

Cecília Ferrarezzi (cecilia.ferrarezzi@rmacomunicacao.com.br) - (11) 2244-5967

Information about Eletropaulo for the press

In Press Porter Novelli (News - Alert)

Juliana Borre (juliana.borre@inpresspni.com.br) - (11) 2195-2477

Marina Camargo (marina.camargo@inpresspni.com.br) - (11) 2195-2211

Lucas Nogueira (lucas.nogueira@inpresspni.com.br) - (11) 2195-7374

Cautionary Note Regarding Forward-Looking Statements

This document contains certain "forward-looking statements." All statements other than statements of historical fact are "forward-looking" statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "our vision," "plan," "potential," "preliminary," "predict," "should," "will," or "would" or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, expected feature releases, statements about future products, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company's Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company's filings with the SEC (News - Alert) that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company's SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

Source (News - Alert): Avaya Newsroom

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