Leading Customer Service Provider in Germany, Austria and Switzerland Centralizes Activity Monitoring across Contact Center Sites
Brussels; Belgium; January 29, 2013 – Altitude Software, a global leader in contact center technology, today announces that avocis, a leading communications service provider in Germany, Austria and Switzerland, deployed an Altitude uCI™ solution to improve campaign management and monitor activity across contact center sites.
avocis has 6,500 employees working on 14 sites in Germany, Switzerland and Austria. It provides a wide range of customer interaction services to international customers active in industries such as banking & insurance, telecommunications & media, energy, trade and healthcare.
Solution helps avocis to consistently and effectively plan campaigns
Adato, avocis’ IT services company, worked with Altitude Software to deploy Altitude uCI™ as a consolidated platform to analyse and improve the way avocis manages agents’ outbound intraday work, across different sites, from one centralized point. The cross-site monitoring tool analyses and extrapolates campaign parameters such as customers’ compliance constraints; the number of addresses; the number of calls performed; call durations, etc. By linking that information with the agents intraday planning, avocis’ “multi-site campaign management team” is able to monitor the overall performance of each site, allowing for more effective planning of agents’ work and for actions to be dispatched between sites.
“You can compare this system with a fire alarm. It reports problems, while the site manager decides how to respond to it appropriately. It’s all about managing the campaigns in the sites, anticipating issues and having a consistent view on the overall activity,” explains Michael König, Information Systems Director for Germany at avocis.
The solution also offers powerful predictive analysis capabilities, making it possible to react in advance and to effectively and consistently plan campaigns. Site managers also know exactly how many agents will work on a specific campaign and for how long, and are able to better allocate employee resources. “The flexibility and low total cost of ownership of Altitude uCI™ enabled us to build standard services integrating our existing developments and frameworks”, states Michael König.
Nearly 3000 agents already work with Altitude uCI solution
Over the years, Altitude Software and avocis built a solid partnership. Altitude uCI™ was first deployed at avocis’ adm group in 2007, powering a customized contact center solution for a few hundred agents. This early business success led to the increased use of the Altitude uCI™ solution at other group companies and operations.
In 2011, avocis selected the Altitude uCI™ suite to be deployed as the standard customer interaction management solution in all avocis subsidiaries in Germany, Austria and Switzerland. Today, nearly 3000 agents are working with the Altitude uCI™ contact center suite together with Altitude vBox, Altitude’s SIP-based Communications solution.
For more information on how avocis improves multi-site campaign management with Altitude uCI™ click here
