Altitude Software and SITEL

• The Problem:
  

  SITEL is a leading global provider of outsourced customer support services that empower companies to grow by optimizing contact center performance and unlocking customer potential. This major outsourcing company recently selected Altitude uCI as its software of choice for Customer Interaction Management (CIM) throughout Central Europe.

  The initial Altitude uCI installation took place within SITEL in its Brusselsbased contact center.

  
  
• Solution:
  

  In order to clearly demonstrate the strength and ROI capabilities of the Altitude uCI solution, Altitude’s Dynamic ROI and professional services teams deployed a pilot solution for one of SITEL’s projects in January 2002. Afterwards, they did a number of specific developments for SITEL that resulted in more functionality for the user. After the ”Try & Buy” process, SITEL chose Altitude uCI for its rapid implementation, easy-to-customize scripts, thorough management reporting and fast ROI.

  Using the Altitude uCI solution, the SITEL contact center in Brussels was up and running in three weeks and stayed within budget.
  “Altitude Software’s flexible, scalable multimedia contact center solution enables us to more effectively manage large volumes of inbound and outbound interactions with minimum waiting time, as well as integrate telephony, Web-collaboration and e-mail systems from one single software suite. This empowers agents with critical customer information - all major factors in providing real-time, efficient and differentiating customer support services,” said John Robson, CIO, SITEL EMEA.

  
  
• Result:
  

  After the deployment of the Altitude uCI solution, the Altitude D-ROI and SITEL teams measured performance-values and concluded that Altitude uCI implementation significantly improved the time per hour that agents were actually talking to customers, notably when conducting outbound CRM campaigns with Altitude’s dialer.

  SITEL was impressed with the system’s ease of use and rapid implementation. The CSPs notably enjoy using the system, as well as the inherent emphasis on usability; they appreciate the level of integration that allows them to efficiently handle inbound and outbound multichannel contacts.

  On top of these benefits, the amount of time it takes to train CSP’s is now reduced; this is another key cost advantage for SITEL.