Major User Event Highlights Altitude Software Growth in Latin AmericaASLUC Puntacana - Contact Center Leaders From Across the Region Debate Ways to Achieve a 360 Integrated Vision of the Customer Journey
São Paulo, Brazil, April 30th, 2015 - Contact Centers in Latin America need to unify sales and service through all interaction channels and to achieve a single view of each customer, enabling customer engagement. The final destination must be a 360 integrated vision of the customer journey.
A very clear set of business priorities was laid out by the over 100 contact center senior executives and specialists from all over Latin America gathered to attend Altitude Software’s ASLUC Latin User Group Conference. Business leaders, partners and vendors in the contact center industry in Latin America acknowledge a change in customer expectations that requires innovative solutions to manage customer interactions.
Latin America is a growth market for Altitude Software
‘’We are helping leading companies in Latin America, a region that represents one third of our sales, to get more value from contact centers in terms of revenue generation, cost savings and customer service differentiation,’’ stated Alfredo Redondo, CEO of Altitude Software. ‘Latin America, as a region, is now on a path to sustainable growth and companies need to improve customer service in line with ever more demanding customers that want to enjoy great service anytime, anywhere.’’
In the event, whose 8th edition happened on the 17th and 18th of April in Punta Cana, Dominican Republic, Altitude customers, management and partners shared experiences and discussed, in an open and relaxed environment, the most important trends and challenges facing contact centers in what is now one of the most dynamic contact center markets worldwide.
Growing consumer markets pose new challenges for contact centers
“An omnichannel approach to all communication channels, efficient management and workflow applications, social media and mobile app integration, are just a few of the new requirements for contact centers that want to meet the challenges and the needs of today’s customer.’’ said Frederico Dias, Altitude Software President for Latin America “On the other hand, Contact Center performance should be assessed on its contribution for business growth. Indicators such as the activation of contracts, recovered debt or first call resolution highlight contact centers contribution as a revenue generator and a customer satisfaction enabler”.
Altitude Software has a direct presence in Brazil, México, and Peru, and a strong partner network that covers all major country markets in the Region, with leading customers such has Banco Itaú-Unibanco, Atento, Contax, Alma Viva, AeC, Lojas Marisa, Siscom, Cetelem, SKY, Konecta, Teleperformance, Mapfre, Palacio del Hierro, RoadTrack, Contacto, Sistemcobro, Apex America and Servex. It has recently received the "2014 Latin American Market Leadership – Outbound Contact Center Systems Industry" Award from Frost & Sullivan.