Altitude Software Solution Enables Unified Customer Relationship Management Across Four Contact Centers
Paris; France; July 30th, 2013 – Altitude Software, leader in unified customer interaction solutions, today announced that APEC – Association Pour l’Emploi des Cadres, implemented Altitude uCI. The new solution enabled the unified management of all incoming and outgoing communications at four contact centers, improved customer experience and optimized customer relationships.
APEC is a key player in the executive recruitment market in France since 1966. It helps and advises 800.000 professionals, both executives in their career, and young graduates in preparing for and entering the job market. It also helps and advises 39.000 companies in recruitment and talent management.
The implementation of the Altitude uCI solution was a key element to implement the new multichannel customer relationship strategy of APEC. The company was able to optimize resources, improve service quality and standardize practices and processes. “Altitude uCI supports the evolution of our everyday service, and it contributes to continuously improve our customer satisfaction rates”, declares Mr. Frank Le Goff, Head of Direct Marketing and Telemarketing at APEC.
“Virtual contact center” enables optimal multichannel customer relationships
Altitude uCI solution enabled the unified management of interactions, directing the contacts to the best available consultant, independent of location (there are four contact centers), and even on mobility. This “virtual contact center” functionality enables a more effective allocation of work and allows for a better use of human resources. The implementation of callback features provide customers with the possibility of leaving their phone number and ask to be contacted again. This has significantly contributed to improve APEC perceived quality of service.
APEC consultants now benefit from an intuitive and ergonomic interface that displays the customer history in real time. This allows consultants to have a better understanding of customer’s issues and to provide an appropriate solution. The open and flexible architecture of the Altitude uCI ™ solution has not only allowed for an easy integration with Apec’s IT environment, but also enabled quick learning and better use by teams.
Altitude uCI monitoring and reporting tools provide managers with a daily view of global contact and interaction’s activity in all Customer Service Centers. Last but not the least, telemarketing campaigns at APEC are now fully automated, and email campaigns are fully integrated.
Easy integration with existing IT systems
“Thanks to Altitude uCI, we enjoyed significant savings in maintenance and operating costs when compared to our previous solution,” comments Mr. Le Goff. “We are now able to handle all communication channels in a unified way, Altitude uCI ™ has met our specifications both in terms of cost, performance, ease of use, but, more importantly, in terms of integration with our existing IT ecosystem.”
Today, the Altitude uCI solution platform manages inbound and outbound calls in customer service and marketing operations in five Contact Centers, totaling 125 positions, and it should be implemented in all APEC’s 47 offices, by the end of 2013.
To know more about APEC customer interaction management with Altitude uCI read our case study.
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