Altitude Software and Spanish Red Cross

• The Problem:
  
  The Spanish Red Cross, founded in 1863, has had a crucial role at significant moments of recent Spanish history. At the 11 March 2004 terrorist bombings in Madrid, it mobilized over 900 volunteers in medical, forensic and psychosocial support teams, blood donations, telephone coverage (including international tracing) and emergency response planning. Spanish Red Cross is one of the largest voluntary organizations in Spain with 52 “ Provincial Committees ” , 17 “ Regional Committees ” , 627.000 members and 147.000 volunteers. It has 7000 paid staff, and its main activities are social care (supporting the most vulnerable people), health services, international cooperation and emergency response. According to recent surveys, it is the best known, most highly renowned institution in Spain. It is a highly decentralised organization. Its regional and provincial offices have open, participative struc tures and an organisation culture that emphasizes the value of volunteering. The majority of activities are carried out by volunteers, especially at times of crisis, but also on day -to-day activities. This type of organization requires specific and highly demanding communication and interaction management systems.
  
  
• Solution:
  
  To meet this challenge, Altitude Software deployed Altitude uCI 7, a customer interaction management solution, supported by a “ pure IP ” comm unication infrastructure, integrated with PABX´s from two different vendors and using IP phones. The new Spanish Red Cross contact centre is a multichannel solution (with inbound and outbound voice, and email), scheduled to integrate chat and web collaboration, adding to a complete multichannel solution totally integrated with existing corporate applications. The Contact Centre works around the clock, seven days a week (using 902 22 22 92, or informa@cruzroja.es), as a virtual contact centr e, relying on local and remote agents on multiple locations, each using specific agent applications for work in activities and campaigns such as Member Assistance, Emergency Fundraising, Remote Social Care, General Public Information and Assistance. The Altitude solution also enables agents to access and use customer-related, interaction-relevant information.
  
  
• Result:
  
  “ Altitude Software partnered with the Red Cross to develop a flexible, evolving contact centre solution that enables managed multichannel interactions within a distributed, multisite contact centre, intelligently routing calls to local, remote and volunteer agents ” , stressed Mr. Rogério Neiva, Altitude Software Spain General Manager. The project ’ s first phase, already concluded, includes local agents in Madrid and remote agents in Barcelona, Valencia, Coruña, Tenerife and some other cities. Planned deployments will, in time, include more locations and agents, with a number of new applications and campaigns all centrally managed and distributed, but locally implemented.