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Unitono Achieves Multichannel Integration Powered by Altitude SolutionsLisbon, Portugal, September 23, 2016 – Altitude (www.altitude.com), a global provider of omnichannel solutions to deliver great customer experiences, today announced that Unitono, a reference in the contact center industry, with more than 5000 people working in twelve platforms worldwide, has implemented Altitude uCI solutions to manage and better integrate all customer interactions. Unitono was looking to further integrate all contact channels with active customers (including voice; fax; email; social media; click-to-call, etc). Also, it required a more flexible technology solution to improve productivity in its operations. The project main goals were: - Deliver a omnichannel solution to Unitono; - Increase agent productivity; - Create a more reliable system that could manage large volumes of information; - Achieve a cost-effective high-scalability model; - Have intelligent reporting tools available; - Measure service levels in real time; - Get the ability to manage and mix LIFO and FIFO methods; - Centralize operational and management information. “Already in the proof-of-concept phase we got very positive results, mostly from an increased ability to make a better use of our databases and to manage our data” states Pablo Gomez de Castro, Unitiono’s Executive Director. The solution’s implementation is reported to already having a positive direct impact in customer’s operations bottom line. “Our solution was able to create value almost immediately in Unitono’s operations” remarks Raquel Serradilla, Vice-President for Southern Europe at Altitude. “Altitude uCI enabled Unitono to better integrate existing customer contact channels, while improving its customer interactions effectiveness” In the project’s next phase Unitono will look to standardize the management and operation of automatic dialing solutions across all existing operations, and to kickstart a global “big data” project. Unitono has over 23,000 m2 spread over the twelve contact center platforms Unitono has in different countries worldwide, and from which more than 70 million interactions take place every year. Altitude helps companies create value for their businesses through great customer engagement. Its solutions enable customer-centric strategies by improving customer interactions, unifying the touchpoints, and increasing customer loyalty. With 12 offices in four continents and a strong partner network, Altitude leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership As a community-building service, TMCnet allows user submitted content which is not always proofed by TMCnet editors. If you feel this entry is of inferior quality or wish to report it for some reason, please forward the URL to "webedit [AT] tmcnet [DOT] com" with your comments. |