Integrate communication channels with Profeco’s CRM (Oracle’s E-Business Suite). This represented a technological challenge based on the evolution of the services to be provided to Mexican citizens.
Efficient Communication Performance
With the very active participation of its business partner CTE Mexico, Avaya restructured, redesigned, and implemented the new contact center of Mexico’s Federal Consumer Protection Agency (Profeco). The agency’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.
According to engineer Alejandro Pérez de la O, Profeco’s IT Director, the main challenge of the project was to integrate communication channels with the institutional CRM (Oracle’s E-Business Suite). This represented a technological challenge because of the evolution of the services to be provided to Mexican citizens. “The goal of this project,” says Pérez, “was to extend citizen support platforms such as chat, email, and calls through the Internet—all consolidated in the same interconnected infrastructure, which will speed up customer care service for the agency.”
The Project’s Core
“All the technology used in the project belongs to Avaya, including the data network, IP telephony, automatic call distribution [ACD], reporting, integrated voice response [IVR], quality recording, dialing, and multichannel management solutions,” says Dafne Meymar Gómez, CTE Mexico’s Director. Avaya NES 4526 switches were implemented to provide the dependability, safety, performance, and quality needed by the Profeco network for the infrastructure.
The project’s core was formed by Avaya Aura® Communication Manager, which provides redundant IP telephony service to the whole building as well as communication through the ONE network with the existing TDM equipment at headquarters.
“The flexibility of these products, by integrating them with the different platforms, allows us to generate executive information which is used for decision-making.”
—Alejandro Pérez de la O, IT Director, Profeco
Most of Profeco’s interactions with consumers are conducted via voice channels. These are enabled by Avaya Aura Contact Center’s ACD feature, which allows the agency to route and assign priorities based on the skills and functions of each Profeco consultant. Another advantage of deploying this technology is the wide variety of operation reports (historical and real-time) available through the Avaya Call Management System.
To enhance Profeco’s ability to continuously improve contact center operations, Avaya Voice Portal was also integrated. Meanwhile, Avaya Aura Workforce Optimization (WFO) software was added to enable the agency to monitor, record, and assess the calls and screens of its 100 agents on duty.
Avaya Aura® Contact Center 6.2, Avaya NES 4526 Solution Switches, Avaya Aura® Communication Manager, Avaya Call Management System, Avaya Voice Portal 5.0, Avaya Aura® Workforce Optimization (WFO), Avaya Interaction Center, Avaya Proactive Outreach Manager
In order to manage all interactions across various communication channels (voice, chat, email, SMS/text, and fax), Profeco agents use Avaya Interaction Center. This application also enables the agency to manage consumer history and integration with Oracle’s E-Business Suite via a screen pop which operates independently from the channel used.
“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, IT Director, Profeco
Thanks to the new contact center and Avaya Proactive Outreach Manager, Profeco expects to improve service at their citizen support centers—whether agents are reminding consumers about their hearing dates at Concilianet (Profeco’s virtual dispute resolution forum) or their appointments for Procitel (their telephone system for resolving consumer complaints).
As part of this project, CTE developed a microsite which integrates registration contract records, consumer public records, electronic resolutions of consumer issues, and the business bureau. Consumers can also use this page to start a chat session or Web IP call to the contact center.
“The flexibility of these products, by integrating them with the different platforms, allows us to generate executive information which is used for decision-making,” says Pérez. “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.”
Citizen support platforms (such as chat, email, and calls through the Internet) were extended and consolidated in the same interconnected infrastructure, which will speed up customer care service for the agency.