The Global Association for Contact Center Best Practices & Networking

Proximedia, an outsourcer in northern Quebec, Canada, has been providing their clients across Canada with bilingual quality customer interaction solutions for over 7 years. With a focus on ‘Customer Satisfaction", Proximedia has quickly earned a solid reputation in the industry by offering a wide range of services related to telemarketing and customer service, winning awards such as "Outsourcing Call Centre of the Year" AMDRC and "Quality of Service" Rouyn-Noranda Chamber of Commerce & Industry. Proximedia has developed an expertise in Telecommunications, Financial Services and Fund-raising.

"We have reached this level of success by skilfully using leading-edge customer contact technologies." says Roger Gauthier, President & CEO, Proximedia.

A focus on Customer Satisfaction

Proximedia’s vision "To be recognized as the best-in-class Customer Interaction Center in Quebec in terms of quality of service, skilled personnel, innovative technology solutions and productivity." Before opening their doors for business Proximedia did their homework. The stakeholders were looking for a contact center solution that would support their corporate vision. Proximedia was looking for a solution that would meet their current needs with the flexibility to quickly adapt to future needs. Proximedia chose Altitude to provide their contact center solution. Proximedia found that Altitude uCI delivered a solution that was very affordable for a small startup business, but had the flexibility for growth. The cost per station was competitive and the solution supported both inbound and outbound dialing. Proximedia’s’ research uncovered that most solution providers were more proficient in either inbound or outbound but found that Altitude was equally proficient in both. Altitude Software delivered Proximedia with a solution that would grow with them. Starting with Computer Telephony Integration (CTI) to their Nortel switch and outbound campaigns to facilitate Telemarketing, Data Collection and Customer Qualification, Proximedia quickly grew. Soon inbound call handling was added, which included skills based routing, to support client’s requests for Order Taking, Overflow Management and Sales. The modular nature of the Altitude solution allowed Proximedia to seamlessly add the functionality needed, when it was needed. Proximedia has since gone on to add Outbound IVR and Altitude Call Recording.

Optimize Contact Center Resources

Approximately 200 agents, supervisors, trainers and back office employees staff the Proximedia contact center. Proximedia currently process about 7,500 interactions daily. Benefiting from the flexibility of the Altitude solution, from the single language scripting tool used across the platform for agent, routing and IVR scripting, to the seamless addition of expansion modules, Proximedia has the tools needed to manage their human and technical recourses. Roger Gauthier comments "We should not be slaves to technology but use technology as a support to reach our goals". Mr. Gauthier feels that the ability to easily and quickly build interesting and intuitive scripts has helped them maintain a high quality of service and achieve low staff turnover. Altitude Inbound IVR gives Proximedia the tools to develop self-service and call routing strategies that ensures they are meeting the needs of their customers as well as increasing agent productivity. Altitude Software optimizes resources through call blending and flexible scripting. Using Altitude Software, agents can be simultaneously logged into inbound and outbound campaigns as the workflow dictates – reducing inbound customer queues and supporting critical revenue generating outbound campaigns.

Outbound IVR helps Proximedia optimize resources while more efficiently meeting customer needs.

When Proximedia started to explore the benefits of providing outbound self service solutions to their clients they turned to Altitude. Outbound IVR has been seen to be very effective in delivering reminder notices, events information and initiating collections. Using Altitude’s outbound IVR, implemented with the Trunk Link architecture, Proximedia commenced dialing campaigns delivering reminder notices to customers. The next phase in Proximedia’s Outbound IVR project will see TTS and ASR integration along with live agent transfer.

The flexibility of Altitude Software technology and the superior customer service provided by the Altitude team helped us in providing customized solutions that meet and surpass the demands of our customers.

About Proximedia:
Proximedia has quickly earned a solid reputation in the customer contact center industry by offering a wide range of services related to customer service and marketing. We have reached this level of success by skillfully using leading-edge customer contact technologies.

About Altitude Software:
Altitude Software is a privately-owned, independent company, and a technology provider in contact center solutions, with its Unified Customer Interaction(uCI) product line. Founded in 1993, Altitude Software has a worldwide presence with more than 15 local offices and 100 partners. Altitude helps leading organizations to improve their relationship with customers, handle mission critical business processes, develop new communication channels, reduce operating costs, ensure legislation compliance, and achieve excellence in customer interaction.