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Texto de origem - espanhol Los Viajeros en Problemas Ya Cuentan con Soluciones de Comunicación Inteligentes
La red mundial de soporte para viajeros Europ Assistance Group ha transformado y evolucionado el mercado de la asistencia al viajero, apoyando sus comunicaciones en tecnología Avaya
Buenos Aires, Enero de 2005 — Avaya Inc. (NYSE:AV), uno de los principales proveedores de software, sistemas y servicios de comunicaciones para empresas, anunció que la empresa Europ Assistance Group ha alcanzado una mayor productividad, mejorado su calidad y la eficiencia en la atención a sus clientes, gracias a los beneficios de las comunicaciones inteligentes de Avaya.
Europ Asssitance Group es la empresa que inventó el verdadero concepto de asistencia al viajero. Con más de 40 años encontrando soluciones y brindando ayuda inmediata a los viajeros en problemas, Europ Assistance Group se ha ganado un nombre que equivale a excelencia: 205 agentes especializados con conocimiento del medio en el que brindan asistencia y más de 401.000 prestadores en servicios especializados.
Actualmente, Europ Assistance Argentina cuenta con un Call Center de última generación con 30 operadores trilingües, desde el cual atienden y derivan llamados de todos los clientes de habla hispana en Latinoamérica.
Para que todo esto sea posible, Avaya enfrentó el desafío de interconectar dos subsidiarias de Europ Assistanse, enlazando las llamadas ingresantes en España, a un Contact Center ubicado en Argentina, sin pérdida de calidad en las comunicaciones. De este modo, para responder a los llamados de pedidos de asistencias de grúas, mecánicas ligeras y vehículos que se encuentran en España, se situaron 15 teléfonos IP Avaya, inexistentes hasta este momento, ubicados en Europ Assistance Argentina para los agentes de atención al cliente.
La telefonía IP es una tecnología basada en un software que utiliza voz por medio del protocolo de Internet (VoIP) para transmitir voz y datos a través de una red de computadoras. Esta innovadora tecnología incluye beneficios como: reenvío de llamadas, teleconferencias y mensajería de voz entre otras aplicaciones, mejorando la capacidad de redes de telecomunicaciones y reduciendo costos. Con el soporte de dos conexiones de Internet de 2 gigabytes de ancho de banda y la implementación del servidor de comunicaciones Avaya Computer Telephony Integration (CTI), se lograron transferir vía IP las llamadas desde los teléfonos a las computadoras de los operadores del Contact Center. Además, la empresa, cuenta con un software especializado que complementa la ejecución y que permite la correcta locación del vehículo, como de la grúa más cercana.
Esta reducción significativa en costo de comunicaciones que brindaron las soluciones de Avaya, representa una ventaja competitiva para la venta de productos por parte de Europ Assistance España. Mientras que para Europ Assistance Argentina, supuso una inversión, que se extendió al contact center propio y que administra llamados locales.
“La solución nos permitió sentir que los llamados eran recibidos de la misma forma y con la misma claridad, ya sea desde un teléfono de España, como desde uno de Argentina”, comentó Andrea Ferenaz, IT Manager de Europ Assistance Argentina. “El hecho de contar con dos procesadores en la Central, nos permite crecer en función de las necesidades de nuestro negocio. Sin duda, la implementación sencilla y la innovación y funcionalidad de sus productos, son las ventajas que nos ofreció Avaya a la hora de decidir el proveedor del proyecto”.
En Argentina, Europ Assistance Group brinda asistencia a los clientes líderes de las diferentes industrias de medicina prepaga, aseguradoreas, ART´s, automotrices, entre otras. Todas sus llamadas a los teléfonos IP instalados en Argentina pueden ser grabadas. Esto le permite a la empresa, realizar una evaluación de su servicio, para luego asignar prioridad de seguimiento, disminuir los tiempos de espera y mejorar la atención de estos clientes.
“Los teléfonos están conectados a la Central Telefónica en España, y realmente, la solución fue excelente en términos de performance. La robustez de la red, la escalabilidad de nuestros productos y los aplicativos de administración del Contact Center, son características significativas que el cliente destacó de nuestras soluciones”, confirmó Javier Braun, Director General de Avaya Cono Sur.
Gracias a esta exitosa primera instalación, se prevé que los 15 iniciales puestos IP, crecerán a un total de 40 durante el año. Además, a nivel local, la compañía espera un crecimiento de esta solución a futuro para poder acceder a trabajadores remotos (trabajando desde sus casas).
Avaya es líder global en soluciones de telefonía IP y Contact Centers. Los productos y servicios de administración de Avaya brindan opciones únicas que permiten satisfacer las necesidades y requerimientos de clientes y proveedores. Avaya provee a las empresas las herramientas necesarias para maximizar los procesos, apoyando y promoviendo la productividad de los empleados, generando mayores ingresos y alcanzando así la continua satisfacción de los clientes.
Acerca de Avaya
Avaya Inc. diseña, desarrolla y administra las redes de comunicación para más de 1 millón de empresas alrededor del mundo -el 90 por ciento de ellos son integrantes de la lista de Fortune 500-. Enfocada en empresas grandes y pequeñas, Avaya es líder mundial en sistemas de telefonía IP y aplicaciones para software de comunicación y servicios.
Impulsando la convergencia de las comunicaciones de voz y datos a través de aplicaciones de negocios –y distinguiéndose por su completa gama de servicios globales- Avaya ayuda a sus clientes a potenciar sus redes existentes y nuevas, para que logren mejorar resultados de negocios. Para más información sobre Avaya visite la página: www.avaya.com.
Acerca de Europ Assistance
Fundada hace 42 años, el Grupo EUROP ASSISTANCE, que inventó el concepto de “asistencia en viaje”, está presente en todo el mundo para poder ofrecer a sus clientes, tanto particulares como empresas, soluciones adecuadas a situaciones excepcionales, e incidencias diarias, 24 horas al día, 365 días al año.
Desde 2004, y bajo la estrategia marcada por su Director General, el grupo Europ Assistance ha ampliado su gama de servicios para incluir cobertura de salud y doméstica, reanimando de esta manera los motores de crecimiento alrededor de sus dos líneas troncales de negocio: viajes y automóvil.
Tradução - inglês Travelers in Trouble can Now Reap the Benefits of Intelligent Communications Solutions
The world network for travel assistance Europ Assistance Group has transformed services on this market with communications based on Avaya technology
Buenos Aires, January 2005 — Avaya Inc. (NYSE:AV), one of the world’s principal suppliers of software, systems and communication services for companies, has announced that the Europ Assistance Group achieves higher productivity, improved quality and more efficient customer service thanks to Avaya’s intelligent communications solutions.
Europ Asssitance Group is the company that invented the concept of travel assistance. With more than 40 years offering solutions and emergency assistance to travelers in trouble, Europ Assistance Group has achieved worldwide repute, with 205 specialized agents who know the field and more than 401,000 specialized service providers.
Europ Assistance Argentina currently boasts a state-of-the-art Contact Center with 30 trilingual operators. This center handles incoming calls from all Spanish-speaking clients from both Spain and across Latin America.
In order to implement this center, Avaya faced a major challenge: Two Europ Assistance subsidiaries had to be connected, and calls coming from Spain had to be sent to a Contact Center in Argentina without forfeiting the sound quality of the call. Thus, in order to respond to calls for help involving tow trucks, mechanics and vehicles in Spain, 15 Avaya IP telephones (which had never been used on this market before) were installed at Europ Assistance Argentina for customer service agents.
IP telephony is a software-based technology that uses Voice Over Internet Protocol (Voip) to transmit voice as if it were data on a computer network. This innovative technology includes benefits like: call forwarding, teleconferences and voice messaging, as well as other applications that help improve telecommunications networks while reducing costs. This allows businesses to utilize advanced call center capabilities through IP networks, helping to ensure the highest customer service levels from anywhere in the world. With the support of two broadband Internet connections of 2 gigabytes and the implementation of the Avaya Computer Telephony Integration (CTI) server, phone calls are now transferred via IP to the computers run by the Contact Center operators. In addition, the firm now has specialized software that helps the operator get assistance for the customer, allowing for accurate vehicle location as well as identifying the closest tow truck.
The fact that Avaya solutions offer a significant reduction in the cost of communications offers Europ Assistance Spain a competitive advantage in terms of selling its products. For Europ Assistance Argentina, it was a true investment that extended to the contact center itself and to the management of local calls.
“The solution has allowed us to feel like every phone call is received in the same way and with the same clarity, whether it comes from Spain or from Argentina,” says Andrea Ferenaz, IT Manager at Europ Assistance Argentina. “The fact that we have two processors at headquarters allows us to adapt to our business needs. There is no question that the simple implementation – as well as the innovation and functionality of its products – are the advantages that Avaya offered us when it came time to decide who would provide the solution we required.”
In Argentina, Europ Assistance Group offers assistance to customers that lead different industries such as medical insurance, other insurance companies, worker compensation insurers, automobile manufacturers, and others. All calls received on the IP phones installed in Argentina can be recorded. This allows the company to evaluate service and later prioritize calls, reduce wait times and improve customer service.
“The phones are connected to the Spanish telephone network and the solution has been truly astounding in terms of performance. The robustness of the network, the scalability of our products and the management applications of the Contact Center are significant characteristics that the customer took into account when opting for our solutions,” affirms Javier Braun, Avaya General Director for the Southern Cone.
Thanks to this successful initial installation, the group expects to increase the original 15 IP phones to a total of 40 this year. In addition, at the local level, the company expects to begin applying this solution even more extensively in order to cover remote workers (people who work at home).
Avaya is a global leader in IP telephony solutions and Contact Centers. The management products and products provided by Avaya offer singular options to satisfy the needs and demands of both clients and suppliers alike. Avaya provides companies with the tools they need to maximize processes while supporting and promoting the productivity of their employees, thus generating greater income and achieving continual customer satisfaction.
About Avaya
Avaya Inc. designs, development and administrates the communication networks of more than one million companies around the world. Ninety percent of its clients are on the Fortune 500 list. With a focus on both large and small companies, Avaya is a global leader in IP telephony systems and applications for communication software and services.
By bringing together voice and data communications through business applications – and setting itself apart by its wide range of global services - Avaya helps clients to strengthen their existing networks and construct new one in order to improve business results. For more information on Avaya, visit: www.avaya.com.
About Europ Assistance
Founded 42 years ago, EUROP ASSISTANCE coined the term “travel assistance”. The group is present across the world offering adequate solutions to unexpected situations and daily events for individual customers as well as businesses, 24 hours a day, 365 days a year.
Since 2004, and thanks to the strategy proposed by its General Director, the Europ Assistance Group has extended its range of services to include health coverage and domestic assistance, thus sparking further growth around the two main areas of its business: travel and car insurance.
inglês para espanhol: Preventive Care General field: Medicina Detailed field: Medicina: Assistência médica
Texto de origem - inglês It’s important to use your preventive care benefits by going to the doctor for an annual checkup, knowing your key health numbers, and taking control of your health.
According to the Centers for Disease Control and Prevention (CDC), up to 100,000 lives a year could be saved if everyone got their recommended preventive care, which often begins with seeing a doctor for an annual check-up.
Despite this, the CDC says that Americans only use preventive services at about half the recommended rate, even though it’s covered with most health insurance. Regular health exams can help find problems early on or even before they start, when chances for treatment or a cure are significantly better.
Tradução - espanhol Es importante que usemos las prestaciones de atención preventiva como ir al médico para un chequeo anual, conocer los valores numéricos principales que reflejan el estado de salud y tomar el control de la salud.
Según los Centros para Control y Prevención de Enfermedades (CDC, por sus siglas en inglés), podrían salvarse hasta 100 000 vidas por año si todos obtuvieran la atención preventiva recomendada, que generalmente comienza con una visita al médico para un chequeo anual.
Sin embargo, los CDC dicen que el índice de utilización de los servicios preventivos en los Estados Unidos es alrededor de la mitad de lo recomendado, a pesar de que están cubiertos en la mayoría de los seguros de salud. Los exámenes médicos periódicos pueden ayudar a detectar problemas en una etapa temprana o incluso antes de que ocurran, cuando las oportunidades de tratar o curar el problema son mucho más altas.
inglês para português: Haemophilia General field: Medicina Detailed field: Medicina (geral)
Texto de origem - inglês Haemophilia A treatment provides a replacement for factor VIII via intravenous infusions.
• 25–30% of the people with severe haemophilia A develops ‘inhibitors’ to factor VIII replacement therapies.
• Inhibitors are antibodies that attack and destroy the replaced factor VIII, making treatment less effective or completely ineffective.
Tradução - português O tratamento para hemofilia A proporciona uma reposição de fator VIII por meio de infusões intravenosas.
• Uma de cada quatro pessoas (de 25% a 30%) com hemofilia A grave desenvolve “inibidores” do fator VIII das terapias de reposição.
• Os inibidores são anticorpos que atacam e destroem o fator VIII de reposição, tornando o tratamento menos eficaz[i] ou completamente ineficaz.
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