Level 3 to Boost Call Center Infrastructure in Brazil

U.S. telecom services firm Level 3 Communications has struck a deal with Canon, Inc to support the Japanese firm’s call centers across Brazil. Under the deal, Level 3 would provide a range of IP (Internet protocol) voice and collaboration services to Canon’s Brazilian subsidiary Canon do Brasil, which runs about seven contact centers in the South American country.

Level 3’s solutions will support a wide range of phone options for Canon’s regional staff, including IP phones, softphones and analog phones. In a nutshell, the US company would revitalize the voice communication systems at Canon’s call centers in Brazil.

“Canon makes a point of adopting new technologies to improve our customer experience. Level 3’s services deliver the capacity and high performance for Canon to improve operational efficiency, which in turn enables us to better serve our customers,” said Adilson Soares Gomes, Canon IT manager in Brazil.

With about 450 employees, Canon has been operating in Brazil for the past 40 years. The deal with Level 3 may directly benefit about 70 agents at its call centers in the South American country.

Level 3’s solution includes a combination of communication technologies such as IP PBX (private branch exchange), SIP (session initiation protocol) trunking and TDM (time division multiplexing), supporting a range of functionality from voice traffic management to collaboration solutions.

“These service improvements enable Canon to enhance the management of its regional communications centers,” said Marcos Malfatti, senior vice president of Sales for Level 3 in Brazil. The Japanese firm sells about 70 products in Brazil, including multifunctional phone devices, photocopiers, fax machines and scanners.