Global Retailer Dufry Deploys Altitude Solutions to Provide Multichannel Customer Service in 40 Countries


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Global Retailer Dufry Deploys Altitude Solutions to Provide Multichannel Customer Service in 40 Countries

Altitude Software Enables Global “Duty Free Shops” Retailer to Provide Contact Center-based Support to Millions of Customers around the World

In Two Months: 85% of Calls Answered in Under 40 Seconds, 90% of Emails Replied Within 24 Hours, 98% of Chats in Real-time

São Paulo, Brazil January 11th, 2010 – Dufry – Duty Free, a global retailer with 1018 shops located at airports, cruise liners, seaports, and other travel facilities

worldwide, deployed the Altitude Software’s Altitude uCI customer interaction management suite at its contact center located in Brazil to extend its customer service to 40 countries, providing world-class assistance to millions of customers around the world. Dufry now answers 85% of calls in under 40 seconds, replies 90% of emails within 24 hours and 98% of chats take place immediately.

This specialized retailer decided to invest in new contact center operations and implemented the Altitude uCI platform to support the overall customer assistance and add innovative multimedia capabilities.

“To offer high-level customer support to its shops all over the world, Dufry needed a solution provider with a great track record and global technology”, says Karla Mello, Manager of Dufry’s global Contact Center. “We developed an intelligent routing system that distributes each incoming contact to the most appropriate agent. We have customized scripts that enable agents to provide a personalized assistance since the first interaction. We also have the tools to control service levels and produce weekly and monthly reports to send to the headquarters at Basil, Switzerland”.

Besides the usual multimedia channels – voice, email and web collaboration – Dufry now offers its customers a real-time chat totally integrated with the other channels, a pioneering Web “Click to Assist” feature similar to Skype that allows voice communications over the computer, and a global toll free number. Based on the Altitude Multimedia solution, Dufry’s contact center agents easily manage and control all the media on a unified desktop, providing better customer service.

“The Altitude Click to Assist provides great value to our customers, as it allows for very low cost voice customer interactions, enabling more convenient and flexible customer assistance”, says Francisco Virgílio, Pre-sales Director of Altitude Software Brazil.

Given the fast implementation and outstanding results of this project, the Brazilian Teleservices Association distinguished Altitude Software with the National Teleservices Award, in the IT Solutions Category. The Award annually recognizes the organizations that deliver the best solutions and best practices in the market, based on the evaluation of successful case-studies.

Dufry Now Answers 85% of Calls in Less than 40 Seconds and Replies to 90% of Emails within 24 Hours

In the first two months of global operations, service levels dramatically improved using Altitude Software solutions. 85% of calls are now answered in under 40 seconds, 90% of emails are replied within 24 hours and 98% of chats take place in the moment of contact. The contact center now receives contacts from 40 different countries asking for more information about products and prices (71%), the company (9%), claims (4%), follow-up requests (6%) and other (10%).

At present the contact center team includes 24 inbound agents, 4 outbound agents and 3 supervisors, all fluent in Portuguese, English, Spanish and French, plus a support team. In the near future Dufry contact center plans a number of technology-based customer services initiatives. This will include the use of webcams for product demonstrations, the follow-up to direct marketing campaigns and full integration with existing CRM capabilities in order to identify customers’ purchasing habits.


About Altitude Software

Altitude Software ( is the leader of unified customer interaction solutions, managing dynamic contact centers independently of platforms since 1993. With about 900 customers in 60 countries, Altitude strives for customer satisfaction and is ISO 9001 certified for its worldwide support. Altitude Software has won 40+ industry awards and it has been included by Gartner in the industry Magic Quadrants since 2000. “Altitude uCI” (unified customer interaction) is a software suite that manages in real time enterprise functions like Customer Service, Help Desk, Collections, Telesales, Surveys, etc. It is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialer, voice portal, desktop front-end, monitoring and analytics. Altitude Software can be reached at +1 877 4744499 or emailed to [email protected].

For more information about Altitude Software:

Carlos Taveira

Marketing Communications

Phone: +351 214 129 800;

Email: [email protected]

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