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.

Implementation
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.