European organization improves capabilities to efficiently answer citizens queries in 22 languages through multiple channels
Brussels, Belgium, January 12th, 2009 – Altitude Software, a global leader in contact center solutions, and CYTAL, a leading business communications and customer interaction services provider in Belgium, today announced the fast and successful deployment of an hosted customer interaction management solution in the contact center service provider of a large intergovernmental European organization.
The Altitude uCI solution delivered in application service provider (ASP) mode by CYTAL has enabled this European organization to efficiently answer more questions within the contact center. It is now doing a better job of directing citizens to appropriate sources of information, while it has been using feedback from these interactions to develop and perfect its support to European citizens in 22 languages, using multiple channels such as IVR, voice, email and chat.
The easy implementation of new services within the Altitude solution has allowed the contact center to successfully deal with a recent expansion of the services it provides. It has also acquired new capabilities that diminish the need to escalate most queries, while executing sophisticated multi-skill routing and enabling agents to follow on queries independent from channel.
“We have successfully deployed the Altitude solution in under two months without disruption to customer operations” states Mr. David Azoulay, CYTAL CEO. “Our customer required a flexible, adaptable fully outsourced solution that could easily integrate to existing back-office applications and deal with requests in 22 languages in a blended multichannel (IVR, voice and mail) environment. The switchover was done in one day without disruption and little previous training”.
The Altitude uCI suite proved to be a perfect fit for a “Software as a Service” solution
The Altitude uCI suite proved to be a perfect fit for a “Software as a Service” solution, enabling CYTAL to deliver a contact center solution with competitive setup costs, rapid delivery with low risk implementation, “near zero” CAPEX, and compliance with high availability norms for a 24/7 operation. The customer can now focus on business, and disregard the technology side of the operations.
“Our technology integration and solution design capabilities, plus our implementation methodology, together with the CYTAL ASP business model make for a powerful business proposition” remarks Mr. Azoulay. “The partnership with Altitude Software enables us with a state of the art flexible, reliable solution, suitable for the ASP architecture. Customer service is another plus with Altitude as we have experienced their attentive, responsive pre-sales, project implementation and post-sales support”
The Altitude uCI leading edge solution provides businesses with a SIP-based multimedia contact center solution and a wealth of advanced features, including unified desktops, routing, reporting, dialing, voice portal, management and open integration via Web services and/or Altitude connectors. The Altitude uCI suite architecture is unique to the industry with a single language and editor to manage all media interactions across all channels, to create voice menus, routing and recording rules, agent screens, outbound scripts, etc.
