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News : Unitono Achieves Multichannel Integration Powered by Altitude Solutions
Lisbon, Portugal, Sept 23, 2016 -- Altitude, a global provider of omnichannel solutions, announced that Unitono, a reference in the contact center industry, has implemented Altitude uCI solutions to manage and better integrate all customer interactions.
Unitono was looking to further integrate all contact channels with active customers (including voice; fax; email; social media; click-to-call, etc). Also, it required a more flexible technology solution to improve productivity in its operations.
The project main goals were:
- Deliver a omnichannel solution to Unitono;
- Increase agent productivity;
- Create a more reliable system that could manage large volumes of information;
- Achieve a cost-effective high-scalability model;
- Have intelligent reporting tools available;
- Measure service levels in real time;
- Get the ability to manage and mix LIFO and FIFO methods;
- Centralize operational and management information.
"Already in the proof-of-concept phase we got very positive results, mostly from an increased ability to make a better use of our databases and to manage our data" states Pablo Gomez de Castro, Unitiono’s Executive Director. The solution’s implementation is reported to already having a positive direct impact in customer’s operations bottom line.
"Our solution was able to create value almost immediately in Unitono’s operations" remarks Raquel Serradilla, Vice-President for Southern Europe at Altitude. "Altitude uCI enabled Unitono to better integrate existing customer contact channels, while improving its customer interactions effectiveness"
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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: Monday, September 26, 2016