AlgarTech offers business process solutions for corporate clients in Brazil. It offers IT infrastructure solutions, such as data center; cloud computing, virtual data center, virtual private server, hybrid cloud, and private cloud solutions; and networks and communication services, including the implementation and maintenance of connectivity, mobility, collaboration, unified communication, and business applications; and software licence reselling services. The company also provides ICT managed services, which include service desk; field services; maintenance and implementation of telecommunications systems, including data transmission and commutation equipment, and telecom infrastructure, as...
R. Guido Camargo Penteado Sobrinho, 3685
Campinas, SP 13082-800
Founded in 1973
Nice Optimizes Algar Tech's Back Office Services with Real-Time Insights
Jun 5 17
NICE announced that Algar Tech has expanded its long-term partnership with NICE to bring the deep performance visibility of NICE Real Time Activity Monitoring (RTAM) and the optimization of NICE Workforce Management (WFM) into its back office operations. As a result, the company has seen rapid and dramatic improvements in employee productivity and process efficiency, significantly increasing cost-effectiveness across its operations. Algar Tech, with nearly 20 years of market experience and 300 clients, employs 8,500 agents in its Brazilian contact centers and 2,350 back office personnel in 73 offices. Having benefited from the control and insight of NICE WFM in its contact center front office operations for more than a decade, the company turned to NICE for performance optimization in the back office when it needed to raise productivity to keep up with growing client demand. NICE and its Brazilian partner Wittel expanded the WFM solution and implemented NICE RTAM, leveraging experience and methodologies already in place in Algar Tech's front office operations for a rapid back office transformation. Combining the desktop monitoring capabilities of NICE RTAM with WFM in the back office, as well as multi-channel service in five languages, NICE provides detailed, consistent and real-time information on employee activities in a single dashboard. Algar Tech managers are able to identify specifically which employee desktops are active, idle or locked, and for how long, for more accurate performance analytics. This granular activity monitoring generated adherence reports and actionable information to improve planning, assessments, managing and coaching, increasing engagement among the entire back office services team. Algar Tech quickly saw measurable results in workforce efficiency. Back office team employees now spend more time in active use of productive applications and complete more tasks per day, which has increased productivity by up to 31 percent. By providing higher levels of back office service with fewer agents, the company is able to transfer designated employees to other services it provides that might be currently undermanned. These improvements in personnel allocation have increased cost-effectiveness in the Algar Tech workforce by 20%.
Algar Tech Expands to Mexico
Oct 28 16
Algar Tech has opened an office in Guadalajara, Mexico. This is the company's first office in the country and its fourth outside Brazil. Algar Tech announced the unit is aimed at serving customers in the areas of managed services, services in business applications and management and business operations.