Case Study: Centro de Integração Empresa Escola (CIEE) achieves streamlined omnichannel student engagement and 5‑day faster hiring with Avaya

With Avaya, CIEE Transforms its Communication with its Student Client Base

CIEE (Student-Business Integration Center) — a long-standing Brazilian organization that connects students with employers — faced the need to modernize communications for digitally native young adults and streamline multi-channel interactions. With over 15 years partnering with Avaya, CIEE sought to reduce time to fill positions and improve service quality by integrating phone, digital and CRM channels.

Working with Avaya and implementation partner A5 Solutions, CIEE deployed Avaya Breeze and Avaya Oceana plus IVR, an automatic dialer and CRM integration to create a unified cloud-based, omnichannel platform. The rollout enabled the IVR to handle about 88% of calls, drove an eightfold increase in customer interactions nationwide within two months, cut time-to-fill by five days, and laid the groundwork for chat and mobile visual-IVR services.

Centro de Integração Empresa Escola

Silvio Soares

Technology and Support Manager