Altitude Software and Global Call Center

• The Problem:
  

  "After evaluating several contact centre software vendors, we selected Altitude uCI based on its unmatched ease of use and swift campaign deployment capabilities,” said Sahbi Gargouri, Managing Director of SPG. “Altitude offers not only the best solution on the contact centre software market, but has demonstrated a strong commitment to ensure success for our fast-growing CRM outsourcing operations in Tunisia."

  
  
• Solution:
  

  Altitude uCI today provides SPG Service’s contact center with the following advantages :
  - Increased productivity, specifically during outbound campaigns (telesales and appointment scheduling).
  - Improved time-to-market of CRM outsourcing operations allowed by Altitude’s flexible, easy-to-use scripting capability.
  - Enhanced customer satisfaction, as callers are not only greeted personally, but their customer history is immediately available on screen for the agent.

  
  
• Result:
  

  After just five days of using Altitude's Outbound Call Management solution, SPG Service were handling 30 percent more calls with the same number of agents during specific outbound telesales and appointment-scheduling campaigns. This solution is based on a software dialler that can provide all the benefits of outbound dialling with the flexibility to adapt quickly and easily to changing business needs. It provides all pacing modes (preview, power and predictive), as well as campaign and list management, real-time monitoring and reporting. Altitude's Outbound Call Management solution greatly reduced agents' idle time at SPG’s contact centre, automating routine tasks such as dialling.