Brazil’s Maringa Tourism Reduces Costs and Increases Customer Satisfaction with Avaya IP Office Contact Center

28 Sep 2016

Solution enables online management of subsidiaries and optimizes control of service queues


São Paulo, September 2016 - Avaya announced today that Maringa Tourism, one of Brazil’s largest travel agencies specializing in business travel management, has implemented a new Avaya contact center solution to improve the customer experience and service provided by its growing business.

As part of the Arbaitman Group along with other subsidiaries, Central Events and Lemontech, Maringa Tourism employs more than 500 employees in offices across the country.  As the company expanded, it needed a communication and collaboration solution that offered the necessary controls to speed and enhance call handling, quality assurance and customer service and reduce costs.

Implemented by Avaya channel partner, Belltech, an Avaya IP Office Contact Center provided a number of benefits to Maringa Tourism as well as the other two companies in the group:

•        Improved quality control through remote monitoring of calls in all offices, including Central Events and Lemontech.

•        Faster handling of inquires through automated call routing based on customers’ need that also reduces costs.

•        Simplified production and access to more detailed management reports with such information as call volume by location, monitoring and SLA adherence, now available online from any location.           

•        Increased mobility for executives with an IP soft phone, enabling them to keep up with important calls and contacts while traveling. 



"Prior to deploying Avaya IP Office, we needed a receptionist at each branch to receive all calls and refer to the service groups. Today, we have a solution that automates the entire process, and we can still measure each customer interaction by controlling the waiting times and service line in a much better way. Moreover, the interconnection of subsidiaries and group companies is another advantage of the Avaya IP Office Contact Center solution.”

Alexandre de Castro, Vice President of Maringa Tourism


About Maringa Tourism

Considered one of the largest travel agencies in Brazil, Maringa Tourism specializes in corporate travel management and has served companies of all sizes for over 50 years. We are a company concept "Glocal" ie, have large Global coverage with our partner Radius Travel, but our commitment is to offer customized services, understand the local needs of each client.

In Maringa Tourism we are proud of our employees, customers and partners, we offer services settings that cater to all customers, regardless of turnover, branch of activity and geographic location. With specialized care teams in reserves on line and off line, we have service stations settings, virtual offices, shared service centers, travel business center and even a team specializing in support and help desk products and services online to customers.

We also offer a skilled relationship managers team using an advanced methodology indicators analysis, providing the largest customer management capacity in order to optimize investments in corporate travel.


About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. Avaya Breeze enables third parties to create and customize business applications for competitive advantage.  The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit


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Christina Knittel