AlmavivA do Brasil inaugurates a real-time network operations monitoring center
The implementation of the Network Operations Center offers an overview of the whole operations, anticipates and corrects failures and reinforces the experienceData: 02.07.2019
AlmavivA do Brasil has just inaugurated its Network Operations Center (NOC) – a highly technological environment of monitoring and management, with the profile of an integrated operations center within the company’s headquarters in São Paulo.
AlmavivA do Brasil NOC is equipped with systems that use artificial intelligence to warn of any events that are out of normality and occur during operation in the company’s contact center centers, distributed in several states. Through these systems, managers and specialists take preventive measures, plan and maintain the stability of operations.
“With the implementation of the NOC, we leverage the way we control and monitor business operations indicators, as well as benchmark performance with data assertiveness, using best practices among operations to improve results. This way, we guarantee greater agility in problem and issue solving with the support areas and we add value to a better experience for our clients, “says Pierpaolo Cantera, Operations Planning & Monitoring Director at AlmavivA do Brasil.
Cantera emphasizes that the Network Operations Center, with 24×7 operation hours, is structured with different alert levels on the screen, as well as providing other decisive elements for the Company, generating synergy between strategic areas such as Finance, Business Intelligence, MIS, IT and Capacity Planning, which act directly and support operational control.
“We have a process of escalation where we act quickly in the diversion drives to the executive level, thus ensuring adherence to results and maximization of occupancy rate,” explains João Paulo Pais, OPerations Planning & Monitoring Manager at AlmavivA do Brasil.
This reading, according to João Paulo, is effective, since through it the Company anticipates any eventualities in the operation, obtaining speed in the decision making and correction of the work. “These actions reflect positively on the customer experience, as the contractor is assisted by a team of experts. With this NOC governance model, we always ensure the right people in the right place.”
For André Pandolfi, the Company New Business & Marketing Director, AlmavivA continues to invest substantially in human capital and technology. “We aim to bring increasingly innovative and disruptive solutions to companies in the various segments of the Brazilian market, and in order to achieve this goal, it is essential to make the best use of our technological capacity, for instance the NOC,” he says. “The new monitoring center is yet another innovative ally that helps us manage the work as a whole, leveraging our ongoing pursuit of our customers’ goals and raising the quality perceived by their consumers.”