Toronto, Canada, 28 October, 2009
US-based Contact Center Services Outsourcer Enhances Agent Efficiency, First Call Resolution Rates and Compliance with Altitude uCI Solution
The Results Companies, a North-American provider of inbound and outbound customer care services in 20 locations worldwide, significantly improved agent productivity and campaign outcomes, increased First Call Resolution rates and reinforced compliance with USA regulation, after deploying the Altitude uCI customer interaction management platform from the leading independent contact center solutions vendor Altitude Software.
The Altitude uCI solution enhanced the performance of The Results Companies’ contact center worldwide network by streamlining operations with a more flexible agent desktop, a single campaign development environment and an effective outbound dialer with programmatic blending. The Altitude Software solution also provided Results with easy, effective compliance with State and Federal “do-not-call” regulations.
Based on Altitude Software’s unified agent desktop solution, Altitude uAgent, Results’ agents have real-time access to workflow-based scripting and context sensitive links to information required to complete interactions on the first call. This has generated greater customer satisfaction and higher first call resolution rates. Altitude uAgent also accelerated the training process by offering Results a standard desktop architecture consistent across all client applications, enabling the company to create training modules designed to introduce new campaigns workflow.
“Questions come in from customers with infinitive possibilities. Altitude Software’s Altitude Unified Desktop helps us capture that information and provides an answer to any question the customer might have in a consistent manner across all our agents”, explains Alec Brecker, Chief Operational Officer at The Results Companies.
To optimize outbound campaigns, Results deployed the Altitude Strategy Manager, which segments and assigns clients to campaigns with specific rules and scripts, while it analyzes ongoing campaigns, delivering the information required to modify business strategies over the campaign period. Through Altitude Software’s programmatic blended dialer application, agents are automatically moved in and out of outbound campaigns according to real-time inbound activity and, furthermore, the outbound dialing functionalities can be expanded to remote agents working from satellite offices, decentralizing the workforce at a worldwide level.
“The Results Companies needed a new solution to address customers’ demands across its 20 contact centers located worldwide. Altitude Software helped Results by streamlining operations and allowing it to extend the new functionalities to all contact centers worldwide regardless of their size or purpose, one of Results’ main operational requirements. We are very happy to contribute to Results’ business growth”, states Mark Lepko, President of Altitude Software North-America.
Due to its high flexibility, Altitude Software’s Altitude uCI was easily integrated with the existing technologies and applications, including the client reporting application ResultsNet and the client knowledge base Call Guide. Results uses its intra-day ETL process to feed ResultsNet for client reporting, day to day performance analysis, report delivering and operational strategies fine-tuning. Supporting this task, Altitude uCI provides an extensive data overview and enables the collection of a wide range of inputs for each campaign, leveraging a reporting structure that provides a unified and end-to-end view of the contact center.
Altitude uCI is designed to help contact centers to be more competitive and efficient in proactive customer care, customer acquisition and customer retention, while providing superior compliance and streamlined operations to excel on service quality. The Altitude solution’s flexibility enables the advanced blending of outbound and inbound operations and campaigns with a strong offering of built-in desktops and knowledge bases for telesales, telemarketing, customer service and proactive customer service operations.
Watch Dave Ocasek, CIO at The Results Companies explaining the benefits achieved on the video testimony “About Key Differentiators” or read the Testimony on Resultstels.com.
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About Altitude Software
Altitude Software is a leading independent contact center vendor with the Altitude Unified Customer Interaction™ (Altitude uCI) product line. Altitude uCI manages and improves customer relationships for each new interaction in a wide range of contact centers, from SMEs to large multisite organizations. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact center. Since Altitude uCI was engineered to integrate easily with enterprise front office and back-office systems, Altitude uCI delivers significant cost benefits, revenue benefits, and intangible benefits with a limited upfront investment. Altitude uCI not only allows users to achieve return on investment in a limited time frame, but also provides a successful solution to their customer interaction and organizational efficiency strategies. Altitude Software serves around 800 customers of all sizes (with more than 200.000 licenses) in about 60 countries worldwide, both directly and through a wide network of partners. Altitude Software has 17 Offices in four continents. Please visit us at www.altitude.com.
For more information:
Cláudia Gonçalves
GetGlobal, Consultoria em Marketing e Comunicação
Rua Latino Coelho, 87, 4º,
1050-134 Lisboa
Tel. +351 213502561
Mob. + 351 918293322
claudia.goncalves@getglobal.pt
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