Achieving the expected ROI on the first year, generating additional 190 000€ in savings and reducing the agent handling time were the main benefits of Brasilcap’s partnership with Plusoft and Altitude Software.
Brasilcap has concluded the first stage of the project which will be the cornerstone of its CRM strategy. This project included Plusoft, a Brazilian company leader in the development and implementation of contact center and CRM solutions, and Altitude Software, a global leader in contact center solutions, expertise and market experience. The solutions of both companies enabled Brasilcap to integrate inbound and outbound operations, allowing the project to reach a positive ROI on its first year. Today, Brazilcap contact center is responsible for 18, 7% of the company revenues and expects to manage more than 2, 5 millions interactions during 2007.
Brazilcap contact center has about 160 agents and it is already considered a benchmark for the sector, since this project included not only a technology upgrade but also a complete integration between applications and operations.
In addition to transforming the contact center to a strong profit center, other factors have driven the organization for an integrated solution. Two years ago, Brasilcap launched a project aiming to increase the number of available interaction channels and supporting their Direct Marketing strategy. There were also other operational needs, such as the integration between the IVR and the dialer and call classification.
After implementing Plusoft CRM and Altitude Predictive Dialer solutions, Brazilcap reduced the agent handling time by 12%. "Providing the same customer service and, at the same time, reducing costs has been a great motivation to move forward with this project", explained Rodriguez. This cost reduction generated additional savings of more than 190 000€. Another major breakthrough was the drop of the interaction cost due to the inbound and outbound integration.
"To us, these figures are of the utmost importance because they prove that CRM projects create tangible benefits to organizations and that it is possible to reap benefits from the project early phases", says Guilherme Porto, Plusoft President. Elaine Ferreira, Altitude Brazil President and Vice President to Latin America, also agrees and adds that the successful partnership between the two companies has once again delivered results. "The satisfaction of the customer with project and the type of results it generated showed us that we are on the right path in delivering integrated solutions to the market", added Elaine.
The high complexity of this project, with several integrations, demanded the full commitment from Brasilcap, Plusoft and Altitude professionals that worked together and were able to deliver very positive results.
After this first stage and based on the results obtained, Brasilcap is already planning the integration with the back office system and the implementation of Altitude Call Back functionality which will allow customers to schedule an interaction to a more convenient time. "We also intend to extend our contact center to integrate, in real time, with Banco do Brasil and deploy chat as an additional interaction channel, available to all our customers. This way we will have a customer holistic view, independently of the interaction channel. This is our greatest challenge for the future.", concluded Brasilcap Channel Manager.
"We have a truly blended environment that allows us to increase the outbound volume during low inbound interaction peaks. Before this project, it was not possible to optimize our interaction volume and to balance the inbound and outbound operations, because they were not integrated."
José Mauricio Rodriguez y Rodriguez
Channel Manager, Brasilcap
Brazilcap contact center has about 160 agents.
About Altitude Software:
Altitude Software 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 Xperience is a modular software platform that handles all customer interactions and unifies all touch points, in the contact centre and throughout any organization. More than 300.000 users in 1100 customers in 80 countries use Altitude Xperience to manage in real time enterprise functions like Customer Service, Telemarketing, Debt Recovery; Help Desk; Citizen Attention, etc. Altitude has 12 offices in four continents, a 160-strong worldwide partner network and is ISO 9001 certified for its worldwide support.
Published: Tuesday, November 18, 2008
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.
Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.
- Year-round NTA metadata
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- detect traffic anomalies
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|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
|11.)||The Primas Group|
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.
*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
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*Digital Front Door & Many more
As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.
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