Arvato and Avaya

Arvato Services, a provider of CRM services through IT systems applications, has selected communication solutions from Avaya Inc. to connect its call and contact centers via VoIP technology. Arvato Services specifically required an intelligent communications solution to connect its contact centers in Buenos Aires, Argentina and in Kitchener, Canada. Avaya installed Avaya Communication Manager 3.0 on S8700 servers and Avaya G650 Media Gateways.

Using Avaya Automatic Call Distribution physically located in Canada and Argentina, the solution links company telecommunications, allowing the Buenos Aires call center to receive calls when the Canadian call center overflows. Avaya call management system applications were also installed. At the Argentine location, Arvato Services employs 350 people offering specialized solutions, covering customer relations management facets such direct marketing campaigns; data treatment and modeling; integral development of business intelligence applications; global CRM services; and print services.

This year, Arvato Services Argentina plans to add 150 jobs and is currently implementing the new Avaya Smart Call Agent solution. And the Arvato heads have hinted at the possibility of expansion into Latin America. Founded in 1835, Arvato AG is the media service provider of European media giant Bertelsmann AG. Headquartered in Gutersloh, Germany, the Arvato Services Group provides international outsourcing solutions. Annual sales totaled US $3.9 billion dollars in 2004, and the company employs 15,000 in twenty-six countries.

Arvato has a clientele base of two hundred, who handle over 50 million calls and 10 million e-mails per year, in industries such as tourism, information technology, and financial communication media. Bertelsmann AG is a corporation encompassing over 300 companies in 55 countries, with a posted income of €20 billion in 2005 and 80,000 employees. Dubbing itself a “pioneer” in the CRM niche market, Avaya Inc. is a product and services provider of communication networks for, according to company PR, “more than 1 million companies around the world. Ninety percent of its clients are on the Fortune 500 list.”