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Challenge
The main challenge of the
project was to integrate
communication channels
with the institutional
CRM, Oracle’s e-business
suite, which represented
a technological challenge
based on the evolution of
the services to be provided
to the citizens.
Solution
Switches Avaya NES 4526
Avaya AURA
Communication Manager
Avaya Call Management
System
Avaya Voice Portal
Avaya WFO
Avaya Interaction Center
Avaya Proactive Outreach
Manager
Proportional
Value
Citizen support platforms
were extended, such as
chat, e-mail and calls
through the Internet, all
of them consolidated in
the same infrastructure
which, interconnected, will
speed up customer care
service for your institution
requirements.
Profeco
Avaya reaches out to consumers
Smart consumption
culture
Efficient communication
performance
In 2010, together with the very active
participation of its business partner
CTE Mexico, Avaya managed to
restructure, redesign and implement
the new Contact Center of the
Federal Consumer Protection Agency
(Profeco).
The institution’s mission is to promote
and protect consumer’s rights,
encourage smart consumption, foster
legal equity and security in relationships
between suppliers and consumers and
make its institutional performance
efficient.
Technological challenge
According to Engineer Alejandro
Perez de la O, Profeco’s Information
Technology Director, the main challenge
Avaya restructured the Contact Center at the Federal
Consumer Protection Agency, with the contribution of
its business partner CTE Mexico, where it transparently
integrated voice, e-mail and chat channels with the
existing CRM, for the benefit of consumers.
2 | avaya.com.mx
“Although the project
was rather complex and
really aggressive, we
managed to consolidate
it within the established
time frame, and the
expectations required
by the user area were
exceeded. CTE and
Avaya proved their
professionalism at all
times.”
Alejandro Pérez de la O.
Profeco’s Information Technology Director
of the project was to integrate
communication channels with the
institutional CRM, Oracle’s e-business
suite, which represented a technological
challenge based on the evolution of the
services to be provided to the citizens.
“The goal of this project,” said engineer
Perez, “was to extend citizen support
platforms, such as chat, e-mail and
calls through the Internet, all of them
consolidated in the same infrastructure
which, interconnected, will speed
up customer care service for your
institution requirements.”
The project’s core
Dafne Meymar Gómez, CTE Mexico’s
Director, stated: “All the technology
used in the project belongs to
Avaya, and it included data network,
IP telephony, ACD, Reporting, IVR,
Quality Recording, Dialing and Multi-
channel Management solutions.”
In this way, Avaya NES 4526
switches were implemented, in
order to provide the dependability,
safety, performance and quality
needed by the Profeco network
to the infrastructure. The project’s
core was formed by Avaya AURA
Communication Manager, which
provides the redundant IP telephony
service to the whole building, as
well as communication through the
ONE network with the existing TDM
equipment at headquarters.
Mr. Orchestra
Most interactions performed by
consumers with the institution
are held through voice channels,
which are enabled by Avaya’s
AURA Automatic Call Distribution,
which allows routing and assigning
priorities based on skills and
functions of each consultant at
Profeco.
Another advantage of deploying
this technology is the wide variety
of operation reports with the Avaya
Call Management System, both
history and in real time. Avaya
Voice Portal was added in the same
form to help Profeco consultants
to deal with many of the daily calls
and routine functions. On the other
hand, Avaya WFO allows continuous
improvement to the contact center
through monitoring, recording and
assessment of calls and screens of
the 100 agents on duty.
Consumer reminder
In order to manage all interactions
in the different channels, voice, chat,
e-mail, SMS and fax, agents use
Avaya Interaction Center. It is also
the application to manage consumer
avaya.com.mx | 3
Alejandro Pérez de la O.
Profeco’s Information Technology Director
history and integration with Oracle
e-business, through a screen pop
independent from the channel used.
With the new contact center, and
thanks to Avaya Proactive Outreach
Manager, we expect to improve
service at citizen support centers
reminding consumers of their
hearing dates at Concilianet or their
appointments at Procitel.
Fast communication
As part of this project, CTE
developed a micro site which
integrates registration contract
records, consumer public record,
conciliation through electronic
means and the business bureau.
Furthermore, through this page the
consumer may start a chat session,
and with a single click he may start a
Web IP call to the contact center.
“The flexibility of these products,
by integrating them to the different
platforms, allows us to generate
executive information which is
used for decision making,” said
Alejandro Pérez de la O. “Although
the project was rather complex and
really aggressive, we managed to
consolidate it within the established
time frame and the expectations
required by the user area were
exceeded. CTE and Avaya proved
their professionalism at all times.”
More information
For further information please call
01 800 713 80 81 or (55) 52 78 7700
www.avaya.com.mx
“The flexibility of these
products, by integrating
them to the different
platforms, allows us
to generate executive
information which
is used for decision
making.”
Applications, Systems and Services
Applications	 Systems	 Services
Voice mail
Intuity Audix LX and
IA750
IP telephony
Server Definity Sci
S8400
Media Gateways CMC1
and G650
About Avaya
Avaya provides Smart
Communications solutions
which help companies to
transform their business
to reach a competitive
advantage in the market.
Over 1 million companies
throughout the world,
including over 90 per
cent of Fortune 500
companies, use Avaya
solutions for IP Telephony,
Unified Communications,
Contact Centers and
Communications
Integrated into Business
Processes. Avaya’s
Professional Services
provide comprehensive
and support services to
companies, from small
to large ones. For further
information on Avaya visit
the Website:
http://www.avaya.com.mx
ABOUT PROFECO
The mission of the Federal
Consumer Protection Agency
(Profeco) is to promote and
protect consumer’s rights,
encourage smart consumption,
foster legal equity and security in
relationships between suppliers
and consumers and make its
institutional performance efficient.
ABOUT CTE
CTE Consulting offers
communications solutions which
improve productivity, improve
customer relationships and reduce
operating costs by guaranteeing
high and fast return on investment.
Our commitment is to exceed
our customers’ expectations
through consulting, design, sale,
implementation and support services
at our offices in the cities of Mexico,
Monterrey and Cancun.
http://www.cte.com.mx
Mexico ventasmex@cte.com.mx
(55) 50 01 60 00
Monterrey ventasmty@cte.com.mx
(81) 12 53 80 00
Cancun ventascun@cte.com.mx
(998) 500 10 00
©2011 Avaya Inc. All rights reserved. Avaya, Avaya’s logo and all brands identified with ®
, TM or SM are
registered trademarks, trademarks or service marks belonging to Avaya Inc. and, consequently, may be
registered in certain jurisdictions. Other trademarks are property of their respective owners.
4 | avaya.com.mx

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Avaya Customer Case Study: Profeco (Mexican government)

  • 1. avaya.com.mx | 1 Challenge The main challenge of the project was to integrate communication channels with the institutional CRM, Oracle’s e-business suite, which represented a technological challenge based on the evolution of the services to be provided to the citizens. Solution Switches Avaya NES 4526 Avaya AURA Communication Manager Avaya Call Management System Avaya Voice Portal Avaya WFO Avaya Interaction Center Avaya Proactive Outreach Manager Proportional Value Citizen support platforms were extended, such as chat, e-mail and calls through the Internet, all of them consolidated in the same infrastructure which, interconnected, will speed up customer care service for your institution requirements. Profeco Avaya reaches out to consumers Smart consumption culture Efficient communication performance In 2010, together with the very active participation of its business partner CTE Mexico, Avaya managed to restructure, redesign and implement the new Contact Center of the Federal Consumer Protection Agency (Profeco). The institution’s mission is to promote and protect consumer’s rights, encourage smart consumption, foster legal equity and security in relationships between suppliers and consumers and make its institutional performance efficient. Technological challenge According to Engineer Alejandro Perez de la O, Profeco’s Information Technology Director, the main challenge Avaya restructured the Contact Center at the Federal Consumer Protection Agency, with the contribution of its business partner CTE Mexico, where it transparently integrated voice, e-mail and chat channels with the existing CRM, for the benefit of consumers.
  • 2. 2 | avaya.com.mx “Although the project was rather complex and really aggressive, we managed to consolidate it within the established time frame, and the expectations required by the user area were exceeded. CTE and Avaya proved their professionalism at all times.” Alejandro Pérez de la O. Profeco’s Information Technology Director of the project was to integrate communication channels with the institutional CRM, Oracle’s e-business suite, which represented a technological challenge based on the evolution of the services to be provided to the citizens. “The goal of this project,” said engineer Perez, “was to extend citizen support platforms, such as chat, e-mail and calls through the Internet, all of them consolidated in the same infrastructure which, interconnected, will speed up customer care service for your institution requirements.” The project’s core Dafne Meymar Gómez, CTE Mexico’s Director, stated: “All the technology used in the project belongs to Avaya, and it included data network, IP telephony, ACD, Reporting, IVR, Quality Recording, Dialing and Multi- channel Management solutions.” In this way, Avaya NES 4526 switches were implemented, in order to provide the dependability, safety, performance and quality needed by the Profeco network to the infrastructure. The project’s core was formed by Avaya AURA Communication Manager, which provides the redundant IP telephony service to the whole building, as well as communication through the ONE network with the existing TDM equipment at headquarters. Mr. Orchestra Most interactions performed by consumers with the institution are held through voice channels, which are enabled by Avaya’s AURA Automatic Call Distribution, which allows routing and assigning priorities based on skills and functions of each consultant at Profeco. Another advantage of deploying this technology is the wide variety of operation reports with the Avaya Call Management System, both history and in real time. Avaya Voice Portal was added in the same form to help Profeco consultants to deal with many of the daily calls and routine functions. On the other hand, Avaya WFO allows continuous improvement to the contact center through monitoring, recording and assessment of calls and screens of the 100 agents on duty. Consumer reminder In order to manage all interactions in the different channels, voice, chat, e-mail, SMS and fax, agents use Avaya Interaction Center. It is also the application to manage consumer
  • 3. avaya.com.mx | 3 Alejandro Pérez de la O. Profeco’s Information Technology Director history and integration with Oracle e-business, through a screen pop independent from the channel used. With the new contact center, and thanks to Avaya Proactive Outreach Manager, we expect to improve service at citizen support centers reminding consumers of their hearing dates at Concilianet or their appointments at Procitel. Fast communication As part of this project, CTE developed a micro site which integrates registration contract records, consumer public record, conciliation through electronic means and the business bureau. Furthermore, through this page the consumer may start a chat session, and with a single click he may start a Web IP call to the contact center. “The flexibility of these products, by integrating them to the different platforms, allows us to generate executive information which is used for decision making,” said Alejandro Pérez de la O. “Although the project was rather complex and really aggressive, we managed to consolidate it within the established time frame and the expectations required by the user area were exceeded. CTE and Avaya proved their professionalism at all times.” More information For further information please call 01 800 713 80 81 or (55) 52 78 7700 www.avaya.com.mx “The flexibility of these products, by integrating them to the different platforms, allows us to generate executive information which is used for decision making.”
  • 4. Applications, Systems and Services Applications Systems Services Voice mail Intuity Audix LX and IA750 IP telephony Server Definity Sci S8400 Media Gateways CMC1 and G650 About Avaya Avaya provides Smart Communications solutions which help companies to transform their business to reach a competitive advantage in the market. Over 1 million companies throughout the world, including over 90 per cent of Fortune 500 companies, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications Integrated into Business Processes. Avaya’s Professional Services provide comprehensive and support services to companies, from small to large ones. For further information on Avaya visit the Website: http://www.avaya.com.mx ABOUT PROFECO The mission of the Federal Consumer Protection Agency (Profeco) is to promote and protect consumer’s rights, encourage smart consumption, foster legal equity and security in relationships between suppliers and consumers and make its institutional performance efficient. ABOUT CTE CTE Consulting offers communications solutions which improve productivity, improve customer relationships and reduce operating costs by guaranteeing high and fast return on investment. Our commitment is to exceed our customers’ expectations through consulting, design, sale, implementation and support services at our offices in the cities of Mexico, Monterrey and Cancun. http://www.cte.com.mx Mexico ventasmex@cte.com.mx (55) 50 01 60 00 Monterrey ventasmty@cte.com.mx (81) 12 53 80 00 Cancun ventascun@cte.com.mx (998) 500 10 00 ©2011 Avaya Inc. All rights reserved. Avaya, Avaya’s logo and all brands identified with ® , TM or SM are registered trademarks, trademarks or service marks belonging to Avaya Inc. and, consequently, may be registered in certain jurisdictions. Other trademarks are property of their respective owners. 4 | avaya.com.mx