Altitude Software, the leading independent global contact center solutions vendor, today announces that the deployment of an Altitude uCI solution at arvato-qualytel resulted in more efficiency and higher productivity in contact center outbound campaigns.
"The new solutions improved productivity by 8,3%. They also delivered very significant time savings with a dramatic reduction in incidents and downtime in the contact center" stated Rafael Sarmiento, IT Director at arvato-qualytel.
arvato-qualytel is one of the largest telemarketing and customer service outsourcing providers in Spain. In 2010 it reached 98,1 million Euros in revenues with 6500 employees at seven locations in Spain and three locations in Latin America (Colombia, Peru and Argentina), plus several operations in customer's premises.
The project main goal was to deploy Altitude's Unified Dialer solution as an automated predictive dialer running on Avaya infrastructure. Altitude Software's dialer solution enabled arvato-qualytel to deliver proactive costumer communication with a vast array of options for business needs such as welcome campaigns, customer loyalty and retention, and telesales. The solution was first used with insurance customers and later extended to campaigns addressing utilities customers. It is now being considered its use with customers in the telecommunications industry.
Strong contribution to deliver the best customer service
"arvato-qualytel is constantly investing in advanced technology and communications seeking to provide high value-added solutions" remarks Rafael Sarmiento. "The Altitude Software solution made a strong contribution to our ability to deliver the best customer service with the highest levels of functionality, scalability and security. Plus we achieved the return on investment in this project in one year".
arvato-qualytel is also using the Altitude Management Portal solution with excellent results in getting operational information and reports that enable the company to make quick and informed business decisions. Using Altitude Software technology, arvato-qualytel went on to create a management application with productivity indicators for specific situations; applications for internal operational processes, and unified scripts fit to support all services and campaigns. Moreover, Altitude solutions integrated easily with existing recording and database applications, and with the enterprise communications infrastructure.
"Flexibility and the ability to quickly respond to customers changing business needs has been a cornerstone of the arvato-qualytel business" states Raquel Serradilla, President and CEO of Altitude Software in Spain. "Our solutions helped arvato-qualytel to continue to deliver significant improvement to customers’ business".
Altitude Software delivers a total suite and a modular unified customer interaction solution that enables companies to automatically respond to changing business needs, improve the overall customer experience and achieve a significant return on investment.
About Altitude Software
Altitude Software (altitude.com) is the leader of unified customer interaction solutions, managing dynamic contact centers independently of platforms since 1993. With about 1100 customers in 80 countries, Altitude strives for customer satisfaction and is ISO 9001 certified for its worldwide support. Altitude Software has won 40+ industry awards and it has been included by Gartner in the industry Magic Quadrants since 2000. “Altitude uCI” (unified customer interaction) is a software suite that manages in real time enterprise functions like Customer Service, Help Desk, Collections, Telesales, Surveys, etc. It is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialer, voice portal, desktop front-end, monitoring and analytics.
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