Lisbon, Portugal, June 23, 2008 – Altitude Software, a leading independent contact center solutions vendor, was awarded the “Customer Service Excellence Award” in the Customer Service Software Vendor category at the 9th “Modern Consumer” Awards edition in Brazil.
At the Awards, four Altitude Software customers were also distinguished for their high quality customer service, supported by Altitude Software’s innovative contact center solutions. These were Banco Itaú in the “Retail Bank” sector; International Paper in the “Paper and Cellulose” sector and Ticket Serviços in the “Insurance” sector. FEMSA Coca-Cola was the winner in the “Drinks” sector and was also considered the “Company of the Year”. The winning companies were voted by customers operating in Brazil, one of the fast growth contact center markets worldwide.
The Brazilian contact center segment registered an USD $3.7B total revenue in 2007, a 17% increase comparing to 2006, and it is expected to keep an annual growth rate of 11.7% until 2012, reaching around USD $6.1B of revenue. This forecast revealed by IDC, a global provider of market intelligence for the information technology market, demonstrate the business opportunities Brazil offers to contact center segment and the need for innovative solutions that enable a high standard customer care.
The “Customer Services Excellence Award”, granted by the leading Modern Consumer/Consumidor Moderno Magazine in partnership with GFK Indicator, is considered the most important award in consumer relationship management in Brazil. It identifies the best practices in customer support and service based on actual customer’s feedback and “on site” evaluation, as the finalists of each category are assessed via “mystery client” tests. Technology providers also take part in this contest and the company given the highest score by its own customers on the “triple loyalty” criteria – customer satisfaction, possibility of purchasing other products and services and third parties recommendation – is the winner.
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“Altitude Software has been supporting contact centers in Brazil since 1993 and it is most satisfying to witness that our customers are one step ahead in the delivery of the highest quality services, with Altitude Software solutions supporting them on that accomplishment,” said Elaine Ferreira, President for Latin America at Altitude Software. “Also, we feel very honoured to win the award in the “Customer Service Software vendor” category, based on customers’ votes and on an independent audit. It not only rewards our 100% customer focused strategy of developing a true partnership with all our clients but also confirms our achievement on providing them the best Contact Center services and solutions, enabling them to embrace change, increase productivity and service levels, and get industry recognition.”
The Altitude IP Contact Center is a complete modular software suite putting together the Altitude uCI (Unified Customer Interaction) multichannel software solution and the Altitude vBox, a contact center optimized soft switch running on standard hardware and based on Asterisk™. The Altitude uCI is a proven suite of contact center software solutions that boasts fifteen years of outstanding results throughout 800-plus contact centers worldwide.
Altitude Software is a leading independent contact center solutions vendor, with 18 offices worldwide, resulting in a fast expanding regional customer base and strong partner network with a special focus on delivering business value to contact center outsourcers.
