Altitude, a global provider of omnichannel solutions to deliver great customer experiences, today announced that Unitono, a reference in the contact center industry, with more than 5000 people working in twelve platforms worldwide, has implemented Altitude uCI solutions to manage and better integrate all customer interactions.
Unitono was looking to further integrate all contact channels with active customers (including voice; fax; email; social media; click-to-call, etc). Also, it required a more flexible technology solution to improve productivity in its operations. The project main goals were:
- Deliver a omnichannel solution to Unitono;
- Increase agent productivity;
- Create a more reliable system that could manage large volumes of information;
- Achieve a cost-effective high-scalability model;
- Have intelligent reporting tools available;
- Measure service levels in real time;
- Get the ability to manage and mix LIFO and FIFO methods;
- Centralize operational and management information.
“Already in the proof-of-concept phase we got very positive results, mostly from an increased ability to make a better use of our databases and to manage our data” states Pablo Gomez de Castro, Unitiono’s Executive Director. The solution’s implementation is reported to already having a positive direct impact in customer’s operations bottom line.
“Our solution was able to create value almost immediately in Unitono’s operations” remarks Raquel Serradilla, Vice-President for Southern Europe at Altitude. “Altitude uCI enabled Unitono to better integrate existing customer contact channels, while improving its customer interactions effectiveness”
In the project’s next phase Unitono will look to standardize the management and operation of automatic dialing solutions across all existing operations, and to kickstart a global “big data” project. Unitono has over 23,000 m2 spread over the twelve contact center platforms Unitono has in different countries worldwide, and from which more than 70 million interactions take place every year.
Altitude helps companies create value for their businesses through great customer engagement. Its solutions enable customer-centric strategies by improving customer interactions, unifying the touchpoints, and increasing customer loyalty. With 12 offices in four continents and a strong partner network, Altitude leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.
Altitude (altitude.com) is a global provider of omnichannel solutions to deliver great customer experiences. Its solutions help companies and organizations unify all customer interactions and become more customer-centric. Altitude uCI (Unified Customer Interaction) is a robust, modular software platform that handles all customer interactions and unifies all touch points, in the contact center and throughout any organization.
More than 300.000 users in 1100 customers in 80 countries use Altitude uCI solutions to manage in real time enterprise functions like Customer Service, Telemarketing, Debt Recovery; Help Desk; Citizen Attention, etc. Altitude has a track record of 22 years of customer and industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. It has 12 offices in four continents, a 160-strong worldwide partner network and is ISO 9001 certified for its worldwide support.