Avon has upgraded to a new cloud telephony system as part of a wider digital transformation strategy.

The 134 year-old cosmetics retailer has moved to the Maintel ICON platform to make it easier for employees and sales representatives to work, irrespective of their location and language.

The system integrates with multiple voice platforms such as Microsoft Teams, as well as improving call centre uptime and increasing the ability to capture and deliver upon orders.

The platform is hosted in a private cloud environment, meaning that AVONWorldwide doesn’t have to host it internally or manage the infrastructure itself.

Ian Dupuy, executive director of global infrastructure and operations services at AVONWorldwide, said: “This is an important milestone for AVONWorldwide as it enables us to simplify our entire estate and to prioritise cloud adoption as we undertake the digital transformation of our business as a whole.”

In the next few months, ICON will be rolled out to more than 8,000 AVONWorldwide users, including 800 contact centre users across EMEA, before expanding to other markets.

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