Altitude Software Wins Best Public Service Contact Center Solution Award in Spain


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Platinum ContactCenter Awards Distinguish Altitude Software and Ferrovial Servicios Solution for the Madrid Municipality Contact Center

Madrid, Spain, 1 July 2013 – Altitude Software, leader in unified customer interaction solutions, and Ferrovial Servicios, part of Ferrovial, a global provider of sustainable infrastructure and services, announced today having received the Best Public Service Contact Center Solution Award in the 4th edition of the Platinum ContactCenter Awards in Spain.

The award from leading Spanish contact center industry magazine “Contact Center” distinguishes the solution for “Linea Madrid – 010” – the citizen service contact center of the Madrid municipality. Linea Madrid is a critical service for the Madrid City Council and the citizens that seek information and to manage processes with local public services.

The “Linea Madrid” solution is based on the Altitude uCI customer interaction management suite. The contact center is available 24 hours a day, 365 days a year, and its agents manage 350 different services using constantly updated information. Altitude uCI solution for Linea Madrid supports inbound and outbound voice; IVR; Email and Chat. It also integrates with a solution to serve citizens with hearing or speech disabilities, and with third party platforms for CRM.

Linea Madrid complies with demanding service level agreements

The Linea Madrid service contract includes demanding service level agreements (SLA) incorporating significant penalties for non-compliance. Service level is measured by service performance metrics (namely abandonment rates and average speed to answer) and customer satisfaction survey results. Linea Madrid agents have access to permanently updated information in real time.

Linea Madrid customer service quality levels are ensured by dedicated processes based on the EFQM (European Foundation for Quality Management) certification for excellence. The contact center has recently achieved an outstanding level of sustainable excellence, based on assessment against the EFQM Excellence Model.

Altitude Software powers the provision of high quality public services

“We are very pleased for this award that recognizes a service widely known and praised by the citizens of Madrid” states Raquel Serradilla, Altitude Software General Manager for Spain. “The Linea Madrid solution powers the provision of high quality public services, through multiple channels, to everybody, including citizens with hearing or speech disabilities”.

Altitude Software has been investing in the Spanish market for the last 14 years, winning numerous awards and supporting leading brands and companies such as Atento; Banco Popular; Cruz Roja; GSS; Konecta; Mapfre; Sanitas; Securitas Direct; and Jazztel. Altitude Software has 15 offices in four continents and a strong partner network to deliver 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.

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