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Altitude-Powered Solution Wins �Call Centre Solution Of The Year�
Close Premium Finance's multi-channel contact centre solution, based around the Altitude uCI software suite, has won the "Call Centre Solution of the Year" Award at the prestigious Channel Network Awards. The winner solution was implemented by Altitude partner Call Centre Technology Ltd (CCT). Altitude Software is a leading independent contact centre solutions vendor.
Close Premium Finance (CPF) provides the funding for insurance premiums for private citizens and multinational corporations, funding over £2 billion in premiums each year. CPF sells via a network of 3,000 insurance brokers across the UK. In this margin sensitive business, CPF uses technology as the cornerstone of its strategy to deliver customer service excellence. Altitude Software partner CCT described the project thus, "Working together with CCT, CPF designed and implemented a highly intelligent customer contact management system, using Altitude Software's 'unified customer interaction' suite, that has enabled it to increase the revenue it generates from brokers and revolutionise the way it deals with customers".
"Altitude Software's 'unified customer interaction' suite has enabled CPF to increase the revenue it generates from brokers and revolutionise the way it deals with customers".
The solution manages 10,500 emails per month, stores all contact history from all customer communication channels (phone, email, web, letters, faxes) and makes it available to agents when the customer calls up, provides all of these methods of contact in a 'universal queue' to agents, includes web collaboration for remotely training thousands of CPF customers (insurance brokers) and provides sophisticated analysis of incoming communications that drives improvements to the way CPF serves their customers.
Commented Richard Woollaston, Altitude Software UK General Manager: "This award is a tremendous achievement for both Call Centre Technology and Close Premium Finance. CCT are one of our primary partners in the UK with a leadership position in the contact centre marketplace. Close Premium Finance selected the Altitude uCI platform and CCT as a partner as a way of achieving their vision of revolutionising the way they interact with their customers and handle business workflows. I'd like to congratulate both companies on this award."
CCT (www.callct.co.uk) was founded in 1997 as a highly specialist reseller, providing voice and data solutions primarily to call centres. Over the years, CCT has evolved from a technology reseller into an award-winning services company & systems integrator offering one of the broadest portfolios of contact centre solutions in the industry. Its an Avaya Platinum Business Partner sitting at the top of Avaya's reseller channel in the UK
"The Call Centre Solution award is to recognise the resellers who has shown innovation in developing a solution for his client that delivers an exceptional level of Return On Investment
The Channel Network Awards (www.cnawards.com) judging panel was made of senior industry leaders and experts. The Call Centre Solution of the Year Award aims "to recognise the resellers who has shown innovation in developing a solution for his client that delivers an exceptional level of Return On Investment, whether that is in monetary terms or customer retention. At a period where large organisations have been moving to 'off-shore' call centres the judges will be looking particularly for examples of UK based solutions that show what can be achieved with genuine skill and ingenuity".
Key benefits of the implemented solution
According to CCT's award application "Altitude Software's Altitude uCI provided the CRM brains to drive the performance of the multi-channel contact centre and is enabling CPF to deliver an unparalleled level of service to the premium finance industry. CPF now has a highly efficient and scaleable �business ecosystem" .
Key benefits of the implemented solution include:
? Staff productivity (agent occupancy) has increased by 20%;
? All inbound email enquiries are answered in an average of 35 minutes (according to Hitwise, only 18% of online e-tailers in UK manage 5 hours or better email response times);
? Customer self and assisted service has enabled CPF to slash £100,000 from its contact centre cost base with a similar sum potentially being achievable with speech recognition based IVR;
? Using Interactive Voice Response (IVR) to filter out misdirected calls has freed up 15% of agents� time to focus on more complex, higher-value calls;
? The sophisticated knowledge-base system has accelerated training times by up to 50%;
? Skills-based routing ensures that all enquiries are handled by the right agent first time every time;
? Full web-based training is offered to all of its broker clients. Previously, 25 broker account managers had to visit 100 brokers each to provide this level of training;
? All emails, phone calls and faxes are presented in a unified queue and routed to an appropriately skilled agent;
? CPF monitors incoming communications from new brokers, again analysing the interactions to ensure they have the training they need to process deals quickly and accurately;
? Systems availability increased from 90% to 99% within the first few weeks
Boosting companies ability to implement an effective CRM strategy
Altitude Software is a specialist global vendor of integrated solutions for the contact centre. The Altitude uCI (Unified Customer Interaction) suite has a ten year plus track record of outstanding results in contact centres worldwide, having won 25 plus Industry Awards for Innovation and Performance.
The Altitude uCI is a suite of customer interaction management solutions for customer service; help desks; collections; order desks; outbound telemarketing, sales and service; and business process management. A solution with the broadest CTI coverage, Altitude uCI supports both open and proprietary VoIP solutions, leveraging the detailed know-how of the contact center operational aspects, from agent coaching to IT management. The continuous bet on innovation, brought all Altitude uCI features to new SIP platforms, and adds support for new media like MMS and 3G Video.
Altitude Software products and business model are of increasing interest to the customer-centric company, as acknowledged by analyst and market research firm Gartner, Inc. in the recently published �Magic Quadrant for Contact Centre Infrastructure, EMEA, 2004�, which has again placed Altitude Software in the Visionary quadrant in the EMEA contact centre market.
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