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.
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.
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.
Published: Monday, March 3, 2008
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.
Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to
Keep calm and keep working remotely.
We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:
Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
|4.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.
Easy setup and usage, request a quote or schedule a live demo today!
|12.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.
|14.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.