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Saskia Y. Kusumah
Contact Center Manager
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Director Of Strategic Accounts
Marisa Bartlett
Marketing Manager
Sandeep Rangineni
Data Test Engineer

Case Studies : Groupe b2s

The Objective

Altitude Software, an independent contact center solutions vendor, is announcing the successful migration of Groupe b2s network of 10 call centers to the Altitude IP Contact Center solution, putting together the Altitude uCI multichannel contact center management suite and the Altitude vBox IP communications platform.

Groupe b2s is recognized as number 2, in the French market of call center and customer relationship services. With 3000 workers, seven sites in France and three more in Morocco, b2s is a contact center company with a strong network of professionals in a wide range of services such as customer acquisition, off-site product and service sales; customer loyalty and customer support to more than 200 active customers. In 2006, turnover reached 90 million euros.

"We pursued multiple objectives with this migration: have systems availability at a 99,9 % rate, improve productivity on all campaigns and benefit from developments made with Altitude Software’s tools which creates significant added value. The project conclusion was achieved ahead of schedule." says Pascal Terraube, Groupe b2s IT manager.

Beyond important operational and management achievements, the well succeeded migration already allowed Groupe b2s to deploy new services to its customers. Among the results of this extensive Altitude Software solution deployment:

"The deployment of Altitude vBox offers important financial and functional advantages, such as the added flexibility, in the telephone links management and the financial gains provided by the IP technology" stated Mr. Terraube.

Streamlined Information Architecture
The deployment of the Altitude IP Contact Center solution within several sites resulted in an important reduction in the number of servers, thus reducing the system total cost of ownership. The simpler architecture of the Altitude solution also results in a more stable infrastructure and an improved ability to take full advantage of the Altitude IP Contact Center solution and its functionality.

Productivity Gains
Compared with the solution previously used, the stability of Altitude IP Contact Center and the performance of the Altitude Unified Dialling in predictive mode have achieved huge productivity gains on outbound campaigns (about 30% on average, with an agent occupancy ratio of over 50 minutes per hour) increasing the list penetration in more than 25%. In addition, Altitude IP Contact Center is also compliant with the new telemarketing regulations, including nuisance ratio below 3% that ensure that contacts are not disturbed more than once.

Optimized Multisite Management
With the Altitude IP Contact Center b2s has implemented a virtual contact center with multisite management of outbound campaigns, allowing contacts to be distributed within the 10 call centers. The Altitude uSupervisor provides a unified view of all the sites and deploys real time tools to operational teams. Consolidated and detailed automated reports are available to analyze the activity and provide critical business information to b2s final customers.

Customizing Campaigns
Altitude Script Developer allows b2s to adapt to the diversity of its customer’s needs and to create campaign scripts very quickly, thanks to the simplicity of the scripting language. New campaign implementation facilitated and accelerated by reusing existing modules.

"Beyond product excellence, in an increasingly competitive environment, responsiveness is a paramount quality that Easyphone France offered to b2s, either in the deployment of the Altitude uCI solution or in the development of scripts and specific modules", stated René Esline, Easyphone France General Manager. b2s teams received full support and training in all tasks, and the deployment of the Altitude uCI on 500 positions took only 6 months.

Today's Tip of the Day - Avoid The “Knee Jerk” Reaction

Read today's tip or listen to it on podcast.

Published: Monday, March 3, 2008

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2023 Buyers Guide Recording

Premium Listing
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.


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

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