Pullmantur Makes the Most of Its Customer Interactions with Altitude Software Solution


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Pullmantur’s most critical services, monitored by Altitude uCI, to get relevant information on customer interactions, increase FCR and service levels

Pullmantur, a part of the leading global tour operator group Royal Caribbean Cruise Lines, with known brands such as Pullmantur Cruises, Pullmantur Air, Caribbean Destinations and Bus Tours, has implemented the Altitude uCI customer interaction suite solutions to manage and get better information from its customer interactions in areas such as bookings and complaint management.

Pullmantur deployed the Altitude Unified Routing solution and several Altitude IVR functionalities in its Madrid contact center, succeeding in improving inbound call and email management. The Altitude uAgent solution implementation in 70 agent positions streamlined the interface and dramatically increased First Call Resolution (FCR) rates in the contact center. Pullmantur also set up the Altitude uSupervisor in four agent positions to manage, monitor and have access to both real-time and track record reporting on all customer multimedia interactions.

Pullmantur was able to increase agent productivity, cut down stand-by time periods in the contact center, and ultimately enhance customer service levels. José Luis Fernández, Customer Care Director at Pullmantur, highlights as one of the main benefits of the Altitude Software project “the deep control over the customer interactions which allows us to identify the number and content of the calls in the contact center, manage emails and phone complaints through the travel agencies, while tracking its management and economic impact.”

“In the present economic environment, businesses must leverage existing customer relationships and capitalize on the business information contact centers can make available. This allows companies to develop relevant offerings to meet customers’ needs and demands, increasing customer satisfaction with better product and service management”, stated Raquel Serradilla, Altitude Software Spain CEO.

Pullmantur’s contact center in Madrid provides customer care services to customers in Spain and Mexico, and it is the first of a series of Pullmantur’s contact centers that will benefit from the implementation of Altitude Software solutions. The project second phase is to include a recording project also led by Altitude Software, as well as the optimization of the Lisbon and Paris contact centers services.

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