The Italian group AlmavivA, is specialized in contact center segments, CRM, and information technology outsourcing, and has 39 subsidiaries in Italy and four abroad in: Tunisia, Romenia, China, and Brazil. The company installed their network in Minas Gerais, starting operations in 2006, with an investment of 30 million to mount a call center with two thousand personal attendants (PA), attending 160 million contacts.
In 2007 the company announced the arrival of Tadeu Perona to assume the role as IT manager for the company, focusing on cost reduction with the implementation of ITIL (Information Technology Infrastructure Library), and organized the technology expansion of the company. With an investment of only R$ 50 thousand, increased 200 PAs, based on the Asterisk IP PBX platform, running on Linux, to provide personalized services for the contact center.
According to Perona, investment was mainly in hardware. The adopted solution, the company created a default hardware which includes 10 servers, each one with 4Gb of memory and 3,2 GHz dual processors. Each server contains two Khomp boards with two E1, or 120 channels, and each group of four servers has one SIP Server. The system also has a 15 meter radio tower and two fall back solutions, via radio and fiber optic. Perona said “The big challenge is to create a stable system, with a high volume of calls that perfectly manages information”.
According to him, “besides its low cost, it is a system that is independent of suppliers, and integrates with any other solution on the market, has rapid implementation and customization is easy and can even create other channels of communication with the client, like Interactive Voice Response (IVR), predicative call center, and recording of calls”.
Today the business with a total of 3,2 thousand PAs in Belo Horizonte and São Paulo, six thousand employees and a monthly revenue in the order of R$ 7 million.