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Iconstruye

In 2003, Iconstruye signed a joint venture with SONDA (one of Chile’s largest system integrators) and formed ChileCompra, an e-business company that supports over 600 governmental procurement agencies, 50,000 vendors, and accounts for over U.S. $7 billion in procurements. With such a large market to sustain, ChileCompra required a reliable and flexible network and a contact center that could cope with the high volume of calls.

After evaluating Interactive Intelligence, Avaya, Cisco and Mitel®, ChileCompra decided to work with Mitel and implement the Mitel 3300 Integrated Communications Platform (ICP) and the 6100 Contact Center Solutions suite.

“We decided to go for the Mitel IP solution because it is feature rich and reliable," said Francisco José Campos, Chief Help Desk and Customer Care. "It also gives us access to a suite of web-centered applications and services. We needed a network and contact center that could cope with the high number of calls, that would integrate into our back office systems and produce outstanding customer service. The Mitel 3300 ICP and Mitel 6100 Contact Center Solutions have done just that.”

Goals
  • Increase efficiency of the communications network
  • Design a cost-effective network capable of providing flexibility and reliability
  • Develop a network capable of coping with and prioritizing high volume calls.
Results
  • A converged network that has improved service quality, increased productivity and reduced costs 
  • Ability to add on voice, video and data applications in the future 
  • Lower abandonment rate and increased customer service for large e-government projects 

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