Case Study: DIRECTV transforms customer experience with Avaya

DIRECTV transforms customer experience with Avaya, handling 6 million monthly calls

DIRECTV, a major entertainment provider serving over 15 million customers across Latin America, faced challenges in improving customer experience and ensuring 99.95% availability for its Customer Care team during its digital transformation. Partnering with Avaya, DIRECTV sought to integrate advanced functionalities to streamline operations and offer customers more choice in their interactions.

Avaya implemented a robust communication solution over nine months, managing 6 million monthly calls and supporting 2,500 remote agents without business interruption. The project provided new customer interaction channels and a flexible system that could scale dynamically during high-demand events. As a result, DIRECTV significantly improved service efficiency, customer satisfaction, and successfully enabled a seamless remote work model for its agents.

DIRECTV