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.