Altitude Software Powers Improved Customer Service At Belgian Railways


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New International Train Service Contact Center Provides More Contact Options, Better Customer Service

Brussels, Belgium, June 5th, 2012 – Altitude Software, a global leader in contact center technology, announces today that Belgium Railways (NMBS/SNCB) adoption of Altitude uCI™ customer interaction management solutions helped deliver measurable service level improvements and better customer service at its international train operations.

SNCB Europe contact center handles international train operations and international ticket sales with complex and extensive offerings that include different train services to international destinations (Eurostar, Thalys, TGV, etc.) and different products (intercity, European passes). Their 60 agents handle 500.000 calls per year.

New solution enables measurable improvements in service levels

Following a full restructuring and modernization process that included the deployment of the Altitude uCI™ solution, abandonment rates at the contact center went from 25% to 10%, while average waiting times dwindled from 10 minutes to 30 seconds. First call resolution is reported to reach 97% of calls.

The restructuring and modernization of the contact center was part of Belgium Railways response to changes in the marketplace as it opened to competition and new, more complex train services were introduced. Belgium Railways management aimed to make the company more competitive, increase its offering and provide better customer service.

Solution credited with excellent value

Providing the contact center with a new technology platform was key to this process. After a very competitive public tender, SNBC selected Altitude Software. Altitude’s solutions matched SNCB business needs and the implementation project with partner Comways delivered the contact center solution in a very demanding timeline with an excellent quality/price ratio. “The second best placed contender was substantially more expensive than Altitude, without really adding much value” remarks Matthias Anthierens, Contact Center Operations Manager for SNCB Europe.

SNCB’s contact center is an inbound only contact center. It is now equipped with the Altitude uCI™ customer interaction management solution running on the Altitude vBox IP communications platform. It uses Altitude Voice Portal (IVR) with “call-back” options, intelligent multimedia routing for voice and email handling, with real time supervision and reporting. There are plans to extend contact center capabilities to SMS, Chat and the Web.

New tools instrumental in building a better service culture

The new technology platform made it possible to better measure contact center performance and put in place a more effective culture of customer service. “Having better tools to measure performance means we can be effective in managing the team and deliver the service” states Mr. Anthierens. It also opened new commercial possibilities. Renewing the telephony system enabled the set-up of new pay lines in a revenue generating project that paid itself in less than one year.

Altitude Software delivers a worldwide robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 15 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.

For more information about Altitude uCI™ at Belgium Railways click here

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