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[December 18, 2003]
Major Postal Group in Northern Africa enhances customer satisfaction with Altitude Software
Altitude Software, the global technology leader in contact center solutions, today announced that La Poste Tunisienne, the Tunisian postal service, has implemented Altitude Software�s contact center suite to provide an enhanced level of service to its customers. The Altitude uCI suite is a Customer Interaction Management (CIM) solution that provides a full blended support for voice (inbound and outbound), IVR, email, Web collaboration and chat.
Three activities at the heart of Tunisia�s economy
As one of Northern Africa�s leading postal group, La Poste Tunisienne occupies a key strategic role in Tunisia and through its three core areas, the group provides links between individuals, businesses, their customers and suppliers, thereby stimulating the Tunisian economy. The three core areas are :
- mail collection, transport and delivery.
- financial services such as banking and the recent introduction of insurance products.
- new services including parcels/logistics, Internet services and electronic payments.
Today, the Tunis-based contact centre handles mixed media customer interactions taking advantage of the benefits associated with a blended contact centre environment and offering key benefits to La Poste Tunisienne agents by allowing full visibility of current customer information.
Operations within the contact centre include claims handling, parcels tracking and providing information on the group�s various financial and logistics services such as �e-dinar� and �fleur de la poste�. La Poste Tunisienne specifically uses the Altitude Voice module, a voice management application that provides intelligent handling of inbound and outbound calls and seamlessly synchronizes relevant data with each call. Besides, Altitude Script Developer allows the Tunisian postal group to quickly and easily modify front-office applications to reflect changes in La Poste�s offerings or pricing; Altitude�s scripting is a powerful, yet easy-to-use language and integrated development environment (IDE). Systel, a key Altitude channel partner in Tunisia, has worked closely with Altitude Software to implement the Altitude uCI solution.
Altitude provides best-in-class solution
« A single phone number �1828� is today all that is needed to check the status of a shipment, or to enquire about the range of our services. We now answer more customer interactions per agent with increased accuracy and responsiveness, » said Mohamed Rjaibi, contact centre manager at La Poste Tunisienne. « Altitude�s solution allows us to grow as we expand our services and products in Tunisia. Altitude uCI proved the right choice for our CIM initiative because it was uniquely able to meet our evolving business and technology requirements at a reasonable cost. Traditional CIM implementations take much time and resource, but we knew that Altitude uCI could be rapidly implemented and that we would see fast returns. »
La Poste Tunisienne�s contact center is equiped with the following functionality :
- A comprehensive CTI (Computer Telephony Integration) that intelligently manages interactions by integrating data from switches and computers, ensuring that La Poste Tunisienne customer service representatives (CSR) receive the appropriate customer information at the same time as the interaction.
- A front-office application to guide CSRs through dialogs with customers, while managing contacts, controlling interactions, and updating databases. This tool is specifically integrated with La Poste�s banking and logistics back-end systems.
- An interactive voice response (IVR) which enables customer self service via voice menus and touch-tone phone controls.
- A supervision tool which delivers comprehensive real-time monitoring and performance analysis for campaigns, CSRs and the contact centre system itself.
About Altitude Software
Altitude Software (www.altitude.com) is a privately owned independent company and a technology leader in contact centre solutions with the Unified Customer Interaction� (uCI) product line. Altitude Software was founded in 1995 and serves over 600 customers of all sizes in 48 coutries. The company has 9 offices around the world and an extensive global network of systems integrators and distribution partners.
Altitude Software Middle East, Africa & South Asia is located in Dubai Internet City, U.A.E, and is today leading the multimedia contact centre market in those regions. Customers include: HSBC / Saudi British Bank; American Express; Banque Saudi Fransi; Batelco Jeraisy; Dubai Bank; National Bank of Abu Dhabi; Saudi DirectLine; Atento; SPG Global Call Center; Shell; Bank of Valetta; Dubai Department of Economic Development; Nedcor Bank.
Editorial Contact :
Altitude Software
Jose Duarte Ramos
Tel : + 971 4 391 88 80
jose.duarte@altitude.com
www.altitude.com
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