65 Avaya Customer Experience Services helped Sky to cut its infrastructure costs in Brazil by over half One example of this is Sky, one of the largest Pay TV operators in Brazil. In a landmark transformation, Sky, facing a complex web of decentralised operations, turned to the ACES team to help it slash operator infrastructure costs by over half and achieve an astounding digital metamorphosis. The ACES team helped Sky through two project phases, deploying Avaya’s technology across a diverse array of departments. It delivered routing flexibility and assertive routing, crafted a dynamic call distribution model, and moved Sky’s business to the cutting edge of today’s experience economy. “Facing the double-edged sword of a global pandemic and stringent data protection regulations, the ACES team navigated Sky through a seamless migration without a hitch,” says Susic. “This triumph transformed Sky’s operations into a powerhouse of agility and flexibility, with processes running 40 per cent faster.” AI integration poses its own unique set of hurdles. From understanding complex algorithms to ensuring data privacy, the journey towards automating customer interactions can seem overwhelming. But with ACES, businesses can take control of their AI journey. ACES offers unparalleled expertise in AI, helping businesses automate intelligently, creating seamless interactions that leave customers delighted and companies empowered. “Connecting with cloud services can also be an uphill battle. Businesses are often faced with a dizzying array of options, and finding the optimal solution requires a deep understanding of cloud infrastructure,” says Susic. “This is where ACES shines. With its in-depth knowledge of cloud services, the ACES team can guide businesses towards the cloud solution that best meets their needs, ensuring a smooth transition that keeps data secure and operations running efficiently. “The rise of digital channels has dramatically reshaped the business landscape, adding yet another layer of complexity. Incorporating these channels effectively requires a fine balance between technological proficiency and a deep understanding of customer behaviour. The ACES team, armed with its vast experience and keen customer insights, can help businesses leverage these channels to their fullest potential, creating engaging experiences that drive customer loyalty and fuel growth. “In short, updating contact centre technology can seem like a herculean task, but with the ACES team, businesses can rise to the challenge, transforming their operations and soaring into the digital future with confidence and style.” Photo: iStock/demaerre
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