The National Belgian Railway Chooses Altitude Software Solution for International Contact Center


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Brussels; Belgium; January 25th; 2010 – The National Belgian Railway Company (NMBS/SNCB) and Altitude Software, the independent global contact center solutions vendor, announce the successful implementation of the Altitude uCI 7.5 solution within the contact center of NMBS/SNCB Europe.

In the follow-up to a fast and efficient implementation, the new solution not only facilitates and automates interaction with travellers, but it now provides a real-time perspective on the business performance of the contact center that handles all international ticket booking and reservations for the Belgian Railway.

The Altitude Software solution has been selected in the context of a complete renewal of the NMBS/SNCB Europe Contact Center Multimedia and multichannel. The Altitude uCI customer interaction suite, in association with the Altitude vBox communications platform, processes requests coming in through phone, e-mail, fax and from the website.

The business-based routing system enables requests to be automatically forwarded to the most skilled contact center agent (in terms of linguistic skills or rail products expertise). Moreover, the solution provides the contact center with a real-time outlook on the agents’ activity and performance. It is also possible to generate Business KPI reports and statistics in real-time, in order to improve contact center productivity.

“We had very specific business needs and very well-defined specifications for our contact center,” explains Bram Obdeijn, Manager of Contact Center B-EU at the NMBS/SNCB. “After a very strict selection process, we chose the Altitude Software technology for its flexibility, advanced technology, quality support during the implementation and, of course, for the price/quality ratio. The solution had to be implemented very fast. The Altitude team met very tight deadlines and was able to successfully integrate the solution within a very complex architecture and organisation.”

The NMBS/SNCB Europe contact center has a 90 agent strong team answering questions from people wanting to travel by train across Europe or who want information on existing international rail services and products, in four languages (the three Belgium national languages plus English). The contact center agents, some of which have been working there for more than 10 years, are highly skilled and boast a first call resolution (FCR) rate of almost 100 %.

The NMBS/SNCB offerings are complex and extensive, including a number of different types of train service to the same destination. It can be high-speed trains like the Eurostar, the Thalys, the TGV or the ICE, but it can also involve InterCity trains (ordinary trains) as well as more complex products (such as night trains, car trains, European passes, etc.). All information concerning International rail departures from Belgium can be found via the contact center of NMBS/SNCB Europe on 070-797979, or .


About the NMBS/SNCB
The NMBS/SNCB is a 100 % daughter company of the NMBS/SNCB Holding. Within the Group it is the railway transporter for both freight and passengers. The main assignments of the NMBS/SNCB are the domestic and international passenger transport by rail, freight transport by rail and also providing the associated logistics. Legally the NMBS/SNCB has become an autonomous public undertaking, in the form of a limited liability company of public law.

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 Software 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.

From its Belgian offices in Brussels, Altitude Software serves global accounts, as well as customers in the Benelux and in Central Europe. In those regions, leading companies such as Securitas Alert Services?(The Netherlands), Ikea (Belgium), NMBS (Belgium), ADM (Germany), Call Center?Poland (Poland), Coca-Cola (Switzerland), Raiffeisen International (Eastern-Europe) rely on Altitude?Software’s solutions and support.

Press contacts:

Altitude Software

Laurent Detournay

General Manager

+ 32 (0)2 745 58 89

[email protected]

Outsource Communications

Pascal Brabant

+32 (0)2 451 00 03

+32 (0) 475 78 36 62

[email protected]

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