Call Center Management Feature Article
January 14, 2013
Iberdrola Leverages Call Center Management Solution to Improve Multichannel Interaction
By Rajani Baburajan, TMCnet Contributor
Altitude Software (News - Alert) offers call center management solution -- Altitude uCI -- that manages enterprise functions like customer service, help desk, collections, telesales, surveys in real-time. Altitude uCI has been selected by Iberdrola, a global wind power company and one of the biggest electric power companies in the world, to manage e-mail customer interactions.
Iberdrola, a customer of Altitude Software since 2000, has been using Altitude Software solutions for multichannel interaction management in the contact center. Altitude Software first implemented the Altitude uCI suite at Iberdrola as an IVR solution. A few years’ later Altitude Software solutions were deployed to enable Iberdrola to use outbound IVR for customer surveys.
Altitude Software solutions also enabled Iberdrola to provide better service to customers speaking foreign languages that require specific agents in the contact center, that might not be available.
“Altitude Software is working with Iberdrola since 2000 in what has become a strategic relationship, leading to a deep understanding of Iberdrola’s business needs” said Raquel Serradilla, Altitude Software Spain CEO, in a statement. “In the last few years, Altitude uCI solutions enabled Iberdrola to achieve easy, automated and proactive communication of meter readings, better multi-language customer service, more effective automated customer surveys, and now, getting more efficient, automated e-mail contact management.”
The utility now selected Altitude uCI to deal with the rising volume of contacts and the multitudes of issues raised by customer’s e-mail. With a large pool of e-mails under categories like complaints, general information, sign-on/sign-off, billing issues, etc., email management became herculean task for Iberdrola.
Altitude uCI and Altitude uRouter intelligent routing solution have helped the utility assign e-mails to specific queues in the contact center. The call center management solution eased the utility’s tasks as it provided a reporting tool that can manage, distribute, classify and analyze all e-mails. . E-mails are automatically routed according to language and keywords. The call center solution can intelligently learn new keywords, build a knowledge base and continuously improve e-mail classification.
“By using the Altitude uRouter we have been able to automatically classify e-mail interactions with effectiveness close to 80 percent,” said Joaquín Ramón, in charge of the Technology Management for Non-Presential Channels, Iberdrola Generación. “Now we can manage e-mail contacts more efficiently, and it reflects on a better level of service and increased customer satisfaction.”
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Edited by Amanda Ciccatelli