Mapfre Familiar Chooses Altitude Software Solution To Manage CC 24 Contact Center


Share on LinkedIn

Over a Thousand Agents Use Altitude uCI-Enabled Ficha Cliente to Manage 20 Million Annual Contacts at Spain & Latin America’s First Insurance Company

Madrid, Spain, 5th September 2011 – Altitude Software, the leading independent global contact center solutions vendor, today announces that MAPFRE FAMILIAR, the general insurance arm of Mapfre Group, has deployed the Altitude uCITM solution for customer interaction management in the C@C24 Contact Center.

Mapfre Group is present in 43 countries, focused mainly in Spain, Europe and Latin America. It has 36.744 employees, 70.000 brokers and agents, and more than 5.351 shops and sales points worldwide. Its product range covers all fields of the insurance business, providing competitive solutions to meet each of its client needs, as well as those related to their properties and assets.

The C@C24 has eight sites and more than a thousand, highly qualified professionals, and is available 24X7. It provides MAPFRE FAMILIAR customers in Spain with travel assistance and vehicle insurance, health assistance and general insurance, it sells and informs on insurance products, and it provides general information to customers, while working as a customer service help desk for the whole Mapfre network of agents and brokers.

The Altitude uCITM solution provided C@C24 with sophisticated, unified customer service tools and a common customer assistance platform for all the lines of business within Mapfre Familiar in Spain, running on top of Altitude and Avaya communications solutions. The Mapfre C@C24 solution now ensures completely unified customer service evolution in a customer-centric organization.

Mapfre Familiar C@C24 Evolution
The Altitude uAgent solution has also enabled Mapfre to develop new customer service tools, the most relevant of which is “Ficha Cliente” (Customer File). The new solution provides C@C24 with:
– A unified customer service front-end independent from communication channels, business lines, or type of customer assistance required;
– Rich customer data availability, enabling personalized service and maximizing first contact resolution through “Ficha Cliente”;
– C@C24 contact center and business applications integration enabling better, faster customer service;
– Availability of contact center, business and customer service quality performance metrics;
– Unified multichannel customer contact history;
– The unified customer interaction management solution requires less training time;
– Altitude’s Unified Routing enables personalized service by the better qualified agent available for each situation;

The Altitude solution now unifies and manages all customer interactions, independent of communication channel (voice, sms, fax, mail, etc), enabling multichannel seamless personalized service by the relevant agent in the contact center.

Extending Interactive Customer Service
The MAPFRE FAMILIAR C@C24 Contact Center also added innovative advanced functionalities. Using the Altitude CallBack it made available “Call Me Back” options in Mapfre’s website, providing customers with an option to schedule a contact with a Mapfre agent. In the near future, this functionality, along with other customer service features, will be available within mobile apps for smartphones.

The Altitude Design Studio environment made it easy for MAPFRE FAMILIAR to develop new services and create new campaigns with almost no impact on the running operations in order to configure processes and to route interactions. All C@C24 contact center applications are now fully integrated, enabling new business workflows and new functionalities, while providing more powerful business scripts and knowledge bases. Contact center agents are better monitored, enjoy better support, have access to more knowledge and are becoming better qualified and more versatile, providing superior customer service.

Last but not the least, the IT department has benefited hugely from being able to provide remote centralized support to all eight contact center sites and its agents. It also benefited from using the Altitude Design Studio, a unified, easy-to use scripting tool to develop agent screens and routing. The Altitude Integration Server was very easy to integrate with existing Mapfre Contact Center infrastructure solutions and applications such as Avaya IP; Natural Vox and Nice.


News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here