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Case Studies : Sitel

Company

Sitel is a global provider of outsourced customer support services that empower companies to grow by optimizing contact center performance and unlocking customer potential. This major outsourcing company recently selected Altitude uCI as its software of choice for Customer Interaction Management (CIM) throughout Central Europe.

From a "Try and Buy" process to the selection of Altitude Software

In order to clearly demonstrate the strength and ROI capabilities of the Altitude uCI solution, Altitude’s Dynamic ROI and services teams deployed a pilot solution for one of Sitel's projects in January 2002. Afterwards, they did a number of specific developments for Sitel that resulted in more functionality for the user. After the "Try & Buy" process, Sitel chose Altitude uCI for its rapid implementation, easy-to-customize scripts, thorough management reporting and fast ROI.

Using the Altitude uCI solution, the Sitel contact center was up and running in three weeks and stayed within budget.

"Altitude Software’s flexible, scalable multimedia contact center solution enables us to more effectively manage large volumes of inbound and outbound interactions with minimum waiting time, as well as integrate telephony, Web-collaboration and e-mail systems from one single software suite. This empowers agents with critical customer information - all major factors in providing real-time, efficient and differentiating customer support services," said Eddy Van de Poel, Sitel Central Europe.

Enhanced Services to SITEL Customers: SN Brussels Airlines

Let’s take the example of SN Brussels Airlines, which recently signed a co-operation contract with Sitel to deliver value-added support services to its customers and to revolutionize the technology of its 49-seat Contact Center. Following on from the success of Sitel’s own Altitude uCI solution, the company deployed the same contact center solution at SN Brussels Airlines Contact Center. A leased line links the two Altitude enabled contact centers.

Sitel’s contact center solution, using Altitude software, enables SN Brussels Airlines to deliver a swift and high-quality interactive service to customers wishing to obtain information or make a reservation over the phone, and at a later stage via fax, mail, and web.

Return on Investment

After the deployment of the Altitude uCI solution, the Altitude D-ROI and Sitel teams measured performance-values and concluded that Altitude uCI implementation significantly improved the time per hour that agents were actually talking to customers, notably when conducting outbound CRM campaigns with Altitude’s dialer.

Sitel was impressed with the system’s ease of use and rapid implementation. The CSPs notably enjoy using the system, as well as the inherent emphasis on usability; they appreciate the level of integration that allows them to efficiently handle inbound and outbound multi-channel contacts.
On top of these benefits, the amount of time it takes to train CSP’s is now reduced; this is another key cost advantage for Sitel.

A Strategic Duo

Sitel and Altitude Software are developing a position in the rapidly growing market for outsourced multi-channel customer support services. Indeed, the two companies are jointly offering complete eCRM solutions to results-oriented enterprises that combine Altitude Software's multimedia contact center solutions, and Sitel's outsourced customer support services.
The main objective for SITEL and Altitude Software is to offer complete solutions that offer unprecedented capabilities, enterprise-class scalability and superior ROI.

"By combining Altitude's award-winning software solutions with the power of our outsourced customer support services, we are able to offer sophisticated multi-channel CRM services designed to help our clients build and sustain lifetime relationships with their customers." states Mr. Jan Novak, General Director of SITEL.

"Altitude Software's multimedia contact center solutions enable us to more effectively manage large volumes of inbound and outbound interactions with minimum waiting time. " Eddy Van de Poel, Sitel Central Europe.


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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About Sitel:
Company LogoWe are a global outsourcing provider of customer experience management with 150 offices across 25 countries and more than 75,000 associates speaking 48 languages. Our contact center associates deliver customer experiences every day. We are here to help you with any business process outsourcing needs you might have.
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Today's Tip of the Day - Getting The Ergonomic Programme Right

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

Published: Monday, November 17, 2008

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

10.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

11.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

12.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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