Call Center On Demand Featured Articles

Altitude Software Selected by APEC to Improve Call Center Experience

July 31, 2013

By Rajani Baburajan,
TMCnet Contributor

Altitude Software (News - Alert), a provider of call center on demand and customer interaction solutions, has announced that it has been selected by Association Pour l’Emploi des Cadres (APEC) to deliver high quality executive employment services in France.

APEC has been active in the executive recruitment segment since 1966. The recruitment agency was looking for a call center solution that enables unified management of all incoming and outgoing communications at four contact centers, as well as delivers improved customer experience.

The Altitude uCI solution meets APEC’s requirements by providing unified management of interactions, directing callers to the best available consultant from its four contact centers located in different parts of the country.

The virtual contact center feature helps APEC work in a more effective way and allows for better utilization of human resources. The callback function gives customers the opportunity to leave their numbers and ask to be contacted by the agents. All of these features help APEC improve the call center experience.

 “Altitude uCI supports the evolution of our everyday service, and it contributes to continuously improve our customer satisfaction rates,” said Frank Le Goff, head of direct marketing and telemarketing at APEC.

Le Goff said the deployment has helped the company enjoy significant savings in maintenance and operating costs when compared to their previous solution. APEC is now able to handle all communications channels in a unified way.

He went on to say, “Altitude uCI has met our specifications both in terms of cost, performance, ease of use, but, more importantly, in terms of integration with our existing IT ecosystem."

Altitude uCI also provides an intuitive and ergonomic interface that displays customer history in real time, so consultants can have a better understanding of customers’ issues. The open and flexible architecture of the contact center solution also allows for easy integration with APEC’s IT environment, company officials added.

Edited by Blaise McNamee