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Avaya to implement VoIP for Arvato Services(BNamericas.com Via Thomson Dialog NewsEdge) CRM services provider Arvato Services, a subsidiary of Germany's media conglomerate Bertelsmann has selected US telecoms equipment supplier Avaya (NYSE: AV) to connect its contact centers in Argentina using VoIP technology, Avaya said in a statement. Avaya installed its Communication Manager 3.0 on S8700 servers and G650 Media Gateways. The solution will enable Arvato to record incoming calls in order to monitor individual performance, detect errors, adjust training processes and prioritize calls to redirect them to the right agent. Using Automatic Call Distribution (ACD) physically located in Argentina and Canada, the solution allows the Buenos Aires call center to receive calls when there is an overflow at the Canadian call center. "Our main objectives included high availability, scalability and flexibility for call management. All these components were the key when selecting the supplier who would provide this technology," Arvato Services' CEO Robert Kresing said. Arvato Services offers database management, printing, production, distribution and e-commerce transactions through CRM global solutions. This year, Arvato Services Argentina plans to add 150 new posts to its contact center, which currently has 350 employees. |