IBM has announced that it has redesigned Grupo Equatorial’s Interactive Voice Response (IVR) solution for answering customer phone calls using IBM Watson and IBM Cloud Pak for Applications, offering a hybrid cloud environment with the flexibility, stability and scalability to support the service during peak periods.
In addition, the environment created in Red Hat OpenShift, the leading platform for enterprise Kubernetes, allowed the integration of applications from digital channels to better serve the market.
The Equatorial Group, a company that operates in the Brazilian Electric sector, has more than 22% of the national territory and 10% of the country’s customers in the states of Alagoas, Piauí, Maranhão, Pará and recently in Rio Grande do Sul. The company has been investing in technology in recent years, even before the pandemic, to provide simple, convenient, fast service and, most importantly, easy access for customers through its digital channels, which today are responsible for around 84% of the company’s services.
Joaquim Campos, Vice-President of Technology, IBM Latin America, explained that digital channels offer customers convenience to request services and get support quickly and efficiently, especially in times of greater use of remote assistance.
“For IBM, it is a great pleasure to be able to help Equatorial with hybrid cloud and AI capabilities to better meet the needs of its customers across different channels,” said Campos.