Eletropaulo Migrates Customer Service to Avaya Cloud

Avaya wins bid for five-year contract with Brazil’s largest
electricity distribution company

Deployment of the Avaya Oceana® as a Service aims to optimize
customer retention through customer service intelligence.

SÃO PAULO–(BUSINESS WIRE)–Eletropaulo, the largest electricity distribution company in terms of
consumption and turnover in Latin America, will migrate its customer
service platform to the Avaya cloud solution. As part of the company’s
digital transformation plan, Eletropaulo has signed a five-year contract
with Avaya Holdings Corp. (NYSE:AVYA), taking an important step towards
optimizing and automating its customer service operations.

The agreement between the companies includes the deployment of the Avaya
Oceana® as a Service in more than 800 locations. The goal is to update
Eletropaulo's platform with applications that modernize and enhance
service and help retain customers through intelligent customer service
technologies. The migration to a cloud-based solution will take
advantage of Eletropaulo's current infrastructure, including previous
investments in Avaya solutions.

According to Danusa Correa, Relationship Channel Manager of Eletropaulo,
the electricity distribution company was seeking an omnichannel solution
to help transform the customer relationship.

"We were looking for solutions that would provide security and greater
accessibility for customers using different channels. It was essential
to guarantee the reliability of the information and relationship through
which we could demonstrate knowledge of the client's journey, even in
the case of a channel migration," she explained. "After an evaluation
process that lasted several months and having been introduced to several
solutions from different companies, we came to the conclusion that Avaya
met our digitalization needs."

According to Marcio Rodrigues, President of Avaya Brazil, the contract
with Eletropaulo highlights the importance of investing in cloud
solutions to deliver better customer experiences.

"We are talking about a company that serves more than 18 million people.
The migration of Eletropaulo to a cloud-based platform and offering
technologies for multi-channel customer service, preserving the context
of interactions, allows a more assertive and efficient relationship.
Furthermore, the project takes advantage of the existing foundation,
making clear that everything that Eletropaulo has already invested in
Avaya solutions is being evolved to a new level for enhanced customer
service experience."

Through Avaya Oceana, customer service professionals have a complete
interface with contextual analysis, which makes it possible to create a
more accurate customer image and enable more personalized interactions.
The solution also supports the use of Bots featuring integrated
Artificial Intelligence technology, automation and analysis for all
customer service channels including social media, and maintenance of the
customer input and contextual information in the transition from
self-service to live agent-assisted customer service.

About Avaya

Avaya is a global leader in digital communications software, services
and devices for businesses of all sizes. Our open, intelligent and
customizable solutions for contact centers and unified communications
offer the flexibility of Cloud, on-premises and hybrid deployments.
Avaya shapes intelligent connections and creates seamless communication
experiences for our customers, and their customers. Our professional
planning, support and management services teams help optimize solutions,
for highly reliable and efficient deployments. Avaya Holdings Corp. is
traded on the NYSE under the ticker AVYA. For more information, please
visit www.avaya.com.

About Eletropaulo

As the largest electricity distribution company in terms of consumption
and turnover in Latin America, Eletropaulo is connected to 18 million
people, distributing power to 24 municipalities in the metropolitan
region of São Paulo, including the capital. These cities occupy an area
of 4,526 square kilometers (2812.33 miles) and represent 17% of Brazil's
GDP.

Currently, the power provider has more than 7 thousand employees. It has
a 24-hour, seven-day-a-week customer service infrastructure, in order to
bring energy with quality and safety to all customers.

Information about Avaya for the press

RMA Comunicação

Rafael Bueno ([email protected])
– (11) 2244-5989

Cecília Ferrarezzi ([email protected])
– (11) 2244-5967

Information about Eletropaulo for the press

In Press Porter Novelli

Juliana Borre ([email protected])
– (11) 2195-2477

Marina Camargo ([email protected])
– (11) 2195-2211

Lucas Nogueira ([email protected])
– (11) 2195-7374

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Source: Avaya Newsroom

Contacts

Avaya Holdings Corp.
Deborah Lewandowski, 630-245-2720
[email protected]