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News : Grupo SM Achieves More Efficient Customer Service with Altitude Software
Lisbon, Portugal, July 28, 2016 -- Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, is announcing that Grupo SM, a publishing group in Spain and Latin America, has implemented its Altitude Workflow solution, achieving better, more efficient customer service while better managing company resources.
Integration of internal processes across company departments ensures efficiency
The publisher has adopted the Altitude Workflow solution aiming to integrate customer contact channels, integrate the front and back office and achieve more efficiency in customer service and in managing existing resources. "SM Spain found in Altitude the partner to answer the need to improve the customer service processes in the contact center, integrate the customer contact channels with our customer management internal processes, achieving efficiency in the relation between the several departments involved in solving customers’ issues and requests" stated Miguel Ángel Barreiro, Contact Center Manager in Grupo SM.
Accroding to Mr. Barreiro "the solution is enabling us to better manage a strong business seasonality, in real time, while improving agent productivity and the use of agents’ competences, recurring to automatic routing and prioritization tools." The contact center agent can manage tasks within the process, with pick-up or push task management modes, while having a complete view of tasks and issues. Furthermore, this solution has also multiple advantages for the supervisor role, providing him an integrated view of an interactions’ status in the backoffice, including who has the issue at hand in each moment.
Posted by Veronica Silva Cusi, news correspondent
Source: Altitude Software
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About Altitude Software:
Altitude Software is a privately-owned, independent company, and a technology provider in contact center solutions, with its Unified Customer Interaction(uCI) product line. Founded in 1993, Altitude Software has a worldwide presence with more than 17 local offices and 100 partners. Altitude helps leading organizations to improve their relationship with customers, handle mission critical business processes, develop new communication channels, reduce operating costs, ensure legislation compliance, and achieve excellence in customer interaction.
Published: Friday, July 29, 2016