Vision of the Future and Investments

Economic instability and the delicate political situation in Brazil, particularly in 2016 and 2017, presented us with a challenge in further developing digital platforms, with more complete offers and packages which contributed to customer loyalty.

Since the beginning of 2018, we have opened the Northeastern border, through the operation of the submarine cable Monet, which connects Praia Grande (SP) to Boca Raton (USA), through Fortaleza (CE). Our goal for 2019 is to position ourselves as an increasingly national value-adding solution, maintaining the accelerated growth due to expansions and densities in the regions where we already operate and the intensification of our operations in the Brazilian Northeastern Region.

In 2019, we will continue our technological innovation programs, with Brain and Estação having key roles in the development of disruptive solutions and products, adding value to our portfolio, helping us deliver high quality service and keep a close relationship with our customers. Estação is also key to implement models and processes based on agile methodologies and to integrate employees, developing multidisciplinary teams.

We must keep our growth pace, based on the differentiation and quality of services perceived by our customers. We will continue to seek the goal of First Call Resolution (FCR) – that is, problem solved in the customer’s first contact – bringing together the automation agility and the personalized and consultative service offered.

Our employees will continue to seek a well-being environment, so that everyone feels motivated and challenged. We will keep programs that prize meritocracy, giving real opportunities for growth and empowerment to all who believe in our purpose of People serving People.

The Tech segment undertook a number of initiatives in 2018 to improve operating efficiency, increase digital interactions and reduce levels of default. These interventions get the company ready for major leaps in 2019, with new product offerings on the digital platform and migration to the cloud.

We are confident that Brazil’s economy will resume growth in 2019 and that there will be higher demand for our products and solutions as a result. We are stronger, ready to continue expanding our operations. We improved processes and evolved in business intelligence, strengthening the importance of innovation to grow in a sustainable way. Therefore, we are ready to benefit from economic growth and well positioned to win new markets by offering disruptive solutions that facilitate and enhance our customers’ experience.