Vodafone Portugal Contact Centers Upgraded through Simple and Fast Implementation of Altitude Software Solution

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Lisbon, Portugal, 18th May 2009 – Vodafone Portugal, part of the world’s leading mobile telecommunications group, selected Altitude Software solutions to modernize the communications infrastructure of its two main Portuguese contact center sites, in Lisbon and Oporto.

The multimedia contact centers in Lisbon and Oporto, with 600 agents each, receive 150.000 contacts per month, via phone, email and fax. An increased flow of customer interactions and the need for technological modernization led Vodafone Portugal to revamp the existing technology and communications infrastructure.

The mobile telecommunications leading company decided to keep Altitude Software technology for its effectiveness, ease of implementation and high compatibility with other providers’ solutions, having upgraded to the Altitude uCI 7 suite to benefit from new features and functionality added to the Altitude uCI suite.

“Altitude Software has been important in the development and implementation of solutions that contribute to the quality, reliability and stability of our customer support applications,” says Mr. Mário Reis, VoIP&Data Network Manager, Vodafone Portugal. “With this project, the Lisbon and Oporto contact centers became easier to run and gained new capabilities, enabling us to rapidly upgrade the applications and solutions with no significant impact in customer service.”

The Altitude uCI 7 suite deployment was simple and fast, with little impact on operations. The new solution integrates seamlessly with the Avaya PABX and the existing Siebel CRM system, while enabling customer interaction management and supervision in all communication channels. This generates higher productivity, improves customer support service levels and contributes to high operational reliability in both contact center sites.

“For Altitude Software, it is gratifying to know that the long-term relationship with Vodafone Portugal keeps on growing and consolidating. Vodafone is a customer that recognizes the quality of our solutions and demands high quality service,”, states Mr. José Santos Coelho, General Manager for Altitude Software Portugal. “Altitude Software’s customer interaction management platform has been a mainstay of improved customer service levels at Vodafone Portugal contact centers, and our selection to this new project confirms this once more.”

Altitude uCI (Unified Customer Interaction) is an application suite that manages and optimizes all types of customer interactions in the contact center – customer support, help desk, collection, inbound and outbound campaigns, telemarketing, telesales, among others – as well as all business processes related to contact centers.

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