Avaya restructured the Contact Center at the Federal Consumer Protection Agency (Profeco), integrating voice, e-mail and chat channels with the existing CRM system. This consolidated different communication methods for improved customer service while meeting technical challenges. The new solution uses Avaya switches, Communication Manager, Call Management and other software for routing, reporting and agent functionality. Profeco directors praised the professional work of Avaya and its partner CTE Mexico in implementing the project on time and exceeding expectations.

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Challenge
The main challenge of the
project was to integrate
communication channels
with the institutional
CRM, Oracle’s e-business
suite, which represented
a technological challenge
based on the evolution of
the services to be provided
to the citizens.
Solution
Switches Avaya NES 4526
Avaya AURA
Communication Manager
Avaya Call Management
System
Avaya Voice Portal
Avaya WFO
Avaya Interaction Center
Avaya Proactive Outreach
Manager
Proportional
Value
Citizen support platforms
were extended, such as
chat, e-mail and calls
through the Internet, all
of them consolidated in
the same infrastructure
which, interconnected, will
speed up customer care
service for your institution
requirements.
Profeco
Avaya reaches out to consumers
Smart consumption
culture
Efficient communication
performance
In 2010, together with the very active
participation of its business partner
CTE Mexico, Avaya managed to
restructure, redesign and implement
the new Contact Center of the
Federal Consumer Protection Agency
(Profeco).
The institution’s mission is to promote
and protect consumer’s rights,
encourage smart consumption, foster
legal equity and security in relationships
between suppliers and consumers and
make its institutional performance
efficient.
Technological challenge
According to Engineer Alejandro
Perez de la O, Profeco’s Information
Technology Director, the main challenge
Avaya restructured the Contact Center at the Federal
Consumer Protection Agency, with the contribution of
its business partner CTE Mexico, where it transparently
integrated voice, e-mail and chat channels with the
existing CRM, for the benefit of consumers.

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“Although the project
was rather complex and
really aggressive, we
managed to consolidate
it within the established
time frame, and the
expectations required
by the user area were
exceeded. CTE and
Avaya proved their
professionalism at all
times.”
Alejandro Pérez de la O.
Profeco’s Information Technology Director
of the project was to integrate
communication channels with the
institutional CRM, Oracle’s e-business
suite, which represented a technological
challenge based on the evolution of the
services to be provided to the citizens.
“The goal of this project,” said engineer
Perez, “was to extend citizen support
platforms, such as chat, e-mail and
calls through the Internet, all of them
consolidated in the same infrastructure
which, interconnected, will speed
up customer care service for your
institution requirements.”
The project’s core
Dafne Meymar Gómez, CTE Mexico’s
Director, stated: “All the technology
used in the project belongs to
Avaya, and it included data network,
IP telephony, ACD, Reporting, IVR,
Quality Recording, Dialing and Multi-
channel Management solutions.”
In this way, Avaya NES 4526
switches were implemented, in
order to provide the dependability,
safety, performance and quality
needed by the Profeco network
to the infrastructure. The project’s
core was formed by Avaya AURA
Communication Manager, which
provides the redundant IP telephony
service to the whole building, as
well as communication through the
ONE network with the existing TDM
equipment at headquarters.
Mr. Orchestra
Most interactions performed by
consumers with the institution
are held through voice channels,
which are enabled by Avaya’s
AURA Automatic Call Distribution,
which allows routing and assigning
priorities based on skills and
functions of each consultant at
Profeco.
Another advantage of deploying
this technology is the wide variety
of operation reports with the Avaya
Call Management System, both
history and in real time. Avaya
Voice Portal was added in the same
form to help Profeco consultants
to deal with many of the daily calls
and routine functions. On the other
hand, Avaya WFO allows continuous
improvement to the contact center
through monitoring, recording and
assessment of calls and screens of
the 100 agents on duty.
Consumer reminder
In order to manage all interactions
in the different channels, voice, chat,
e-mail, SMS and fax, agents use
Avaya Interaction Center. It is also
the application to manage consumer

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Alejandro Pérez de la O.
Profeco’s Information Technology Director
history and integration with Oracle
e-business, through a screen pop
independent from the channel used.
With the new contact center, and
thanks to Avaya Proactive Outreach
Manager, we expect to improve
service at citizen support centers
reminding consumers of their
hearing dates at Concilianet or their
appointments at Procitel.
Fast communication
As part of this project, CTE
developed a micro site which
integrates registration contract
records, consumer public record,
conciliation through electronic
means and the business bureau.
Furthermore, through this page the
consumer may start a chat session,
and with a single click he may start a
Web IP call to the contact center.
“The flexibility of these products,
by integrating them to the different
platforms, allows us to generate
executive information which is
used for decision making,” said
Alejandro Pérez de la O. “Although
the project was rather complex and
really aggressive, we managed to
consolidate it within the established
time frame and the expectations
required by the user area were
exceeded. CTE and Avaya proved
their professionalism at all times.”
More information
For further information please call
01 800 713 80 81 or (55) 52 78 7700
www.avaya.com.mx
“The flexibility of these
products, by integrating
them to the different
platforms, allows us
to generate executive
information which
is used for decision
making.”

4. Applications, Systems and Services
Applications Systems Services
Voice mail
Intuity Audix LX and
IA750
IP telephony
Server Definity Sci
S8400
Media Gateways CMC1
and G650
About Avaya
Avaya provides Smart
Communications solutions
which help companies to
transform their business
to reach a competitive
advantage in the market.
Over 1 million companies
throughout the world,
including over 90 per
cent of Fortune 500
companies, use Avaya
solutions for IP Telephony,
Unified Communications,
Contact Centers and
Communications
Integrated into Business
Processes. Avaya’s
Professional Services
provide comprehensive
and support services to
companies, from small
to large ones. For further
information on Avaya visit
the Website:
http://www.avaya.com.mx
ABOUT PROFECO
The mission of the Federal
Consumer Protection Agency
(Profeco) is to promote and
protect consumer’s rights,
encourage smart consumption,
foster legal equity and security in
relationships between suppliers
and consumers and make its
institutional performance efficient.
ABOUT CTE
CTE Consulting offers
communications solutions which
improve productivity, improve
customer relationships and reduce
operating costs by guaranteeing
high and fast return on investment.
Our commitment is to exceed
our customers’ expectations
through consulting, design, sale,
implementation and support services
at our offices in the cities of Mexico,
Monterrey and Cancun.
http://www.cte.com.mx
Mexico ventasmex@cte.com.mx
(55) 50 01 60 00
Monterrey ventasmty@cte.com.mx
(81) 12 53 80 00
Cancun ventascun@cte.com.mx
(998) 500 10 00
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