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Case Studies : Proximedia

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 Altitude Software:
Company LogoAltitude 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.
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Today's Tip of the Day - Make Self Service A Breeze

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

Published: Wednesday, December 3, 2008

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2021 Buyers Guide Recording

 
1.) 
ASC

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.

2.) 
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.

3.) 
Geomant

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.

4.) 
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.

5.) 
Numonix

IXCloud
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.

6.) 
Nuxiba Technologies

CenterWare
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!

7.) 
OrecX

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.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
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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