The challenge

The challenge:

The need to modernise legacy solutions

AVONWorldwide wanted to make it easier for its employees and sales representatives to do business with them by using a simpler and leaner approach. They realised that they couldn’t grow as a company based on where they were before. Maintel was contracted to develop an Avaya AEP based IVR solution using their own in-house software development team, that provided an improved self-service account portal for AVONWorldwide’s representatives.

At that time, AVONWorldwide representatives had trouble with placing orders, they had long wait times to get through to the call centre and the IVR solution had very basic features. As a result, employees were using workaround communications tools such as Facebook Messenger, What’s App and Skype. AVONWorldwide also realised that a lot of people joined the company as a representative but didn’t stay for very long, or representatives who were registered became ‘dormant’.

AVONWorldwide was also dealing with various legacy solutions which had worked well for decades. However, the company couldn’t improve the experience using these older solutions. AVONWorldwide realised that they needed a new solution in order to grow as a business and to compete with the likes of Amazon. The overhaul of the communications system was part of a company-wide digital transformation strategy and modernisation journey for the business as a whole.

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A trusted telephony partner

AVONWorldwide chose Maintel for this project because of its existing strategic partnership with Maintel and the quality and delivery of existing pieces of work. In addition:

Maintel’s design service worked with AVONWorldwide to consolidate their disparate back-end systems into a single service interface and back end database thereby significantly reducing complexity and maintenance.
Maintel’s solution offered business enhancement due to call recording compliance.
Maintel’s solution also offered workforce optimisation software for agent supervisors to better meet the demand of representatives, their most important asset.
Maintel’s ability to provide a single solution catering for multiple different languages, which was also more cost-efficienct that the provision of individual solutions for each country or region.
Maintel provided consistent day-to-day support to AVONWorldwide, as well as successfully delivering large projects.