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Avon calling with new telephony system

By Retail Technology | Friday August 14 2020

134 year-old cosmetics retailer Avon has added a new cloud telephony system as part of its tech transformation

AvonWorldwide has moved to the Maintel ICON platform to make it easier for employees and sales representatives to work with the business, irrespective of their location and language.

ICON makes it easier for staff and salespeople to communicate and collaborate, while ensuring consistent infrastructure is in place across the region.  

One significant benefit of the ICON platform is that it seamlessly integrates with multiple voice platforms such as Microsoft Teams - a key factor in AVONWorldwide choosing this solution.  

Staff can now easily communicate across multiple devices and employees can be fully flexible and mobile. It also helps improve call centre uptime, increasing their ability to capture and deliver upon orders. 

Cloud environment

In addition, the entire platform is hosted in a private cloud environment, meaning that AVONWorldwide doesn’t have to host it internally or have the burden of managing the infrastructure itself.

The company can also take advantage of Maintel’s centralised ICON Session Initiation Protocol (SIP) service for multiple EMEA regions.  

As part of the implementation of the ICON platform, Maintel offers customers such as AVONWorldwide ongoing day to day support, with a customised managed service.  

Ian Dupuy, executive director of global infrastructure and operations services (GIOS), AVONWorldwide, said: “This is an important milestone for AVONWorldwide as it enables us to simplify our entire estate and to prioritise cloud adoption as we undertake the digital transformation of our business as a whole.”

In the coming months, the ICON platform will be rolled out to 8000+ AVONWorlwide users, including 800 contact centre users across EMEA, before expanding to other markets.  

 

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