Strengthening the partnership that is already more than 15-years strong, Avaya has been hired to provide solutions enabling CIEE integrated and streamlined communication with the young people it serves, across various channels. In addition to improving the overall experience, this new structure reduced time to fill job openings, provided more comprehensive customer service, and higher quality calls.
Without a doubt, the world is undergoing a digital transformation. Now imagine how important this is for companies that serve young adults, the majority of whom are digital natives. It was in the face of that reality that the Student-Business Integration Center (CIEE in Portuguese), through its longestablished partnership with Avaya, invested in a complete modernization of the service it offers to young adults entering the job market.
As a result of its digital transformation process, CIEE today has a robust, unified, and cloud-based communications platform underpinned by Avaya Breeze and Avaya Oceana. Through these two Avaya solutions, CIEE systems could be integrated and the groundwork for omnichannel (including mobile) service has been established.
“Avaya has been our partner for over 15 years. During that time, we have been able to offer a stable telephone customer service channel. But of course, we have been noticing a growing need to streamline relationship-management with young people between channels, especially digital ones,” says Silvio Soares, Technology and Support Manager at CIEE.
“When we were shown the potential that Avaya Breeze and Avaya Oceana have, we saw the ability to improve our interaction with young people. All our efforts were directed toward implementing this project, which was not only an important milestone for CIEE’s digital transformation, but also a way of delivering satisfying experiences to young people entering the job market,” he adds.