With a $360,000 annual investment over three years, UNO will have the best call center technology
Santa Clara, CA – August 2, 2017 – Avaya, a leading global provider of business communications software, systems and services, announced today it will be working with United Nearshore Operation (UNO), a Santiago, Dominican Republic-based global call center company to implement its Avaya Private Cloud Services for Call Center. UNO becomes the first in the region to implement an Avaya services solution in the private cloud, adding the latest technology to the call center services it offers to its local and international customers. The system was deployed with the support of Isbel, an Avaya business partner.
UNO sought to invest in a solid technology platform, robust enough to offer world-class service and meet the growing needs of its call center. It also wanted the flexibility, continuity and stability provided by an OPEX model, with access to the latest technology and improved platform management. Furthermore, UNO needed a partner that could support its plans to target larger local and foreign clients to grow its business, while maintaining a high quality operation and taking advantage of the added capacity its second center in Santo Domingo provides, which opened in 2016.
Continuity, stability and transparency
UNO evaluated six vendors and determined that Avaya Private Cloud Services was the solution best suited for its needs.
"The credibility of the solution is a very important element; since 2004, we have only had a single interruption in our Avaya PBX. The performance of the platform exceeds the technical documentation. Its cost is competitive, not only compared to similar platforms but also compared to a hosted solution. The level of flexibility of the infrastructure and its architecture is a significant benefit to our business. Thanks to the CTI-Avaya integration, we have been developing reports and applications platforms internally, which have made it easier to raise the effectiveness and quality of the service delivered to customers.
Additionally, the service recevied from Avaya and its business partner, Isbel is simply excellent; from the point of view of technical performance, support and maintenance, as well as the business part. We have never experienced the typical situation where they are present until the sale is achieved and then disappear. The service has been constant, even with non-brand products. To quote a Dominican saying, I would recommend Avaya with my eyes shut and hands tied."
Vittorio Dallomo, financial vice president of UNO Dominicana.
The transfer of the current solution to the private cloud provides the added benefit of continuity for UNO’s internal software development group to keep creating customized solutions for its clients. The demands for continuity, stability, support and service levels are resolved through the selection of Avaya Private Cloud Services.
“One relevant advantage is that Avaya's solution is evergreen. This means that any enhancement or new product that Avaya develops will be available to UNO. If any client has a specific request, it can be implemented and integrated into the platform easily and seamlessly, and that is important to create new business opportunities.”
Isabel Valer, Channel Leader for Caribbean & Central America Region, Avaya
For more information about:
- United Nearshore Operation (UNO) success case, click here
- Avaya Private Cloud Services click here
- Other Resources: Video
Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications with integrated, secure networking— offered on premises, in the cloud or a hybrid. Today’s digital world requires some form of communications enablement, and no other company is better positioned to do this than Avaya. For more information visit www.avaya.com
United Nearshore Operation (UNO) is a company founded in January 2004 in Santiago, the second largest city in the Dominican Republic, dedicated to offering Call Center Services, where it owns 70% of the market share of local contact centers, and it is the largest and most stable provider of these services in the region. Since its inception, its investors' initiative has been focused on providing high quality service, governed by global standards, both in the local market and internationally. UNO has developed successfully, to the point that today it reports revenues of more than $15 million annually, the set up of 850 stations in operation and the employment of 1,300 associates, serving more than 10 clients directly. In 2016, UNO opened a branch in the capital, Santo Domingo.
A company founded in Uruguay, Isbel has more than 30 years in the market of technology applied to communications. It has developed projects in more than 3,000 organizations in more than 20 countries in South and Central America and the Caribbean. It provides advice, implementation and technical support services in a qualified and certified manner. In Contact Centers, its extensive experience in implementing on-site or cloud solutions are based on technologies such as Avaya, of which Isbel is a leading business partner.