Altitude Software Enables Smart Multichannel Interaction Management at Iberdrola


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Global Energy Group Extends Altitude uCI™ Solution to Email Channel Management in The Contact Center

Madrid, Spain, January 8th 2013 – Altitude Software, a global leader in contact center technology, announces today that global utility Iberdrola is using the Altitude uCI™ solution to manage email customer interactions. Iberdrola has been using Altitude Software solutions for smart multichannel interaction management in the contact center since 2000.

For Iberdrola, the rising volume of contacts and the multitude of issues raised by customer’s email (complaints, customer sign-on and sign-off, billing issues, general information issues, etc.) meant that email management increasingly required more resources, even as distribution and reporting shortcomings in the email channel management became more and more apparent.

In the last decade, Iberdrola has experienced a massive transformation as it became the leader in Spain’s energy industry, one of the leading companies in Spain’s stock market, a world leader in wind power and one of the biggest electric power companies in the world.

Effective email interaction management.

By early 2012, the need for a new email channel management solution for the thousands of emails that arrived everyday was clear. To solve this problem, Iberdrola selected and deployed the Altitude uCI™ and Altitude uRouter intelligent routing solution to assign emails to specific queues in the contact center, while providing user friendly agent desktops and scripts. The solutions’ reporting tool can manage, distribute, classify and analyze all emails. Emails are automatically routed according to language and keywords. The solution has the ability to learn new keywords, build a knowledge base and continuously improve email classification.

“By using the Altitude uRouter we have been able to automatically classify email interactions with effectiveness close to 80%”, stated Joaquín Ramón, in charge of the Technology Management for Non-Presential Channels, Iberdrola Generación. “Now we can manage email contacts more efficiently, and it reflects on a better level of service and increased customer satisfaction”.

Scalable, modular technology solutions that grow and adapt to changing market needs.

Back in 2000, Altitude Software first implemented the Altitude uCI™ suite at Iberdrola as an IVR solution – with voice recognition – that enabled customers to call the contact center, identify themselves with a contract reference and provide a reading of their energy meter. This service was complemented with proactive contact campaigns to get meter readings from absent costumers.

A few years’ later Altitude Software solutions were deployed to enable Iberdrola to use outbound IVR for customer surveys. In 2010, the energy market was liberalized and customer surveys were intensified using an automated dialing outbound IVR solution, namely to evaluate customer service quality. The same technology solution was used for telemarketing and telesales campaigns directed at the business market.

Better multi-language customer service.

Altitude Software solutions also enabled Iberdrola to provide better service to customers speaking foreign languages that require specific agents in the contact center, that might not be available. A specific IVR-based call-back application was developed to register the contacts for each specific language and enable the agents to get back to customers when available. This service covers contacts in English, German and French.

“Altitude Software is working with Iberdrola since 2000 in what has become a strategic relationship, leading to a deep understanding of Iberdrola’s business needs” said Raquel Serradilla, Altitude Software Spain CEO. “In the last few years, Altitude uCI™ solutions enabled Iberdrola to achieve easy, automated and proactive communication of meter readings, better multi-language customer service, more effective automated customer surveys, and now, getting more efficient, automated email contact management”.

For more information on smart multichannel interaction management at Iberdrola, click here.

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