UK Service Bureau for 70 Publishers Increases Email Handling Efficiency and Agent Productivity
London; UK; July 11th, 2013 – Altitude Software, leader in unified customer interaction solutions, today announces that Dovetail Services, a leading UK subscriptions marketing fulfillment bureau, increased email handling efficiency and agent productivity by deploying the Altitude uCI customer interaction management solution to manage the subscription services of 400 Magazines from 70 publishers.
The Dovetail contact center provides a range of services over the phone, by email and by mail, from the handling of new subscriptions to dealing with enquiries and providing other information services. Altitude uCI solution was selected to manage the email channel (Dovetail currently manages an average 15,000 emails per week), and deployed in a project with Altitude partner CCT.
“Dovetail is a unique entity, representing multiple different brands, and Altitude was very helpful in tailoring the solution to our specific needs”, stated Dominic Simmons, Contact Centre Manager for Dovetail Services. Altitude Software was shortlisted with two other suppliers and finally selected because of its solution ease of use, flexibility, and detailed reporting capabilities.
Dovetail halves email turnaround time and increases agent productivity by 50%
Altitude uCI helped Dovetail halve email turnaround time and agent productivity rose by 50%. New reporting capabilities provide management with a clear view on how the contact center is performing and the ability to generate detailed reports for its customers, so they can easily analyze campaign’s progress and evaluate the service level provided to their customers.
The new solution provides agents with customized email templates and signatures for each publisher, which greatly eases their job. Altitude uCI ease of use is also reflected in the training time, which can be as little as 10 minutes to get a new agent to work. “Altitude is a lot more efficient than the system we had before. It gives us a lot more details and options, and we can make it more specific to fit with our job role”, stated Lyndsay Bootes, Email Marketing Team Manager.
“Dovetail Services is living proof of Altitude’s uCI adaptability. Being a solution mostly used to handle voice it shows how powerful it can be in multimedia channels as well”, says Adrian Wright, Sales Director, UK and Ireland at Altitude Software. “The capabilities Dovetail now have for email handling are far superior than before and there is still room for improvement, so we will continue to work on that with them”. Dovetail is currently running a proof of concept to implement web-chat with Altitude Software.
Altitude Software delivers worldwide a 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.
You can find more details on how Altitude uCI helps Dovetail Services here, including a video.
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