Three major divisions of Grupo Caruso, Latin America's largest conglomerate, have announced plans to use Aspect's contact server to add multi-channel capabilities to existing single-channel call centers.
Tecmarketing, GTS and AMA, owned by the Mexican conglomerate, are integrating the Aspect(R) Portal contact server with their four existing Avaya Definity Systems-based call centers to create multichannel contact centers with increased functionality. The companies' 4,000 call center agents will use San Jose, Calif.-based Aspect's solution to prepare for the call centers' migration to voice-over IP.
"We wanted a solution that would allow us to provide multichannel support, leverage existing investments and provide a path for the convergence of voice and data over the IP network," said Luis Rodriguez, CEO of Tecmarketing. "Aspect offered the only fully integrated, multichannel solution, and the technology could integrate with our existing environment."
The support services provided by Aspect were another major selling point for Grupo Caruso, said Higinio Sanchez, chief executive officer of GTS. "Aspect support services are unparalleled; the company's partnership approach continues with each implementation."
In addition to Tecmarketing, GTS and AMA, Grupo Carso's holdings include Telefonos de Mexico (Telmex), Prodigy Communications, Banco Inbursa and America Movil, Mexico's largest cellular communications company.
The Aspect Portal and Advanced Routing solution will be integrated at two Tecmarketing contact centers, one GTS center and one AMA center, which provide outsoruced customer service and maketing for a number of Grupo Caruso's holdings.
"Grupo Carso encourages its enterprises to be forward thinking and competitive. Its Tecmarketing, GTS and AMA divisions are aggressive and sophisticated in their approach to CRM," said Gary L. Smith, chief operating officer of Aspect. "They see the future and are adopting today the multichannel approach that will very soon be mainstream."