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Trizma provides unparalleled CRM outsourcing services with Altitude Software
January 11th, 2004 - Altitude Software, a global technology leader of contact centre solutions for Unified Customer Interaction™ (uCI), today announced that Trizma, the premier outsourcing company in Serbia and Montenegro, has implemented Altitude’s complete contact centre solution, including Altitude Collaborator. Altitude Collaborator is a module that bridges Internet self care with the contact centre. The Altitude uCI suite is a contact centre solution with a universal queue and full blended support for voice (inbound, preview, power and predictive dialling), IVR, email response management, Web collaboration and Web chat.
A pioneer call centre outsourcer in South Eastern Europe.
Founded in 2002, Trizma is the first company in Serbia and Montenegro to offer a complete range of call centre outsourcing services. The Belgrade-based company specifically provides organisations inbound and outbound interaction handling for customer service, debt collection, appointment scheduling, marketing campaigns and other CRM operations. Trizma works on behalf of prominent companies in key market segments, such as the telecommunications, financial and banking sectors. "At Trizma we are committed to meeting and exceeding the expectations of our customers. Implementing Altitude uCI is a core part of our fast-growing CRM outsourcing operations in Serbia and Montenegro,” commented Aleksandar Bakoc, Executive Director at Trizma.
From strength to strength.
Over the past 12 months, Trizma has secured key contracts to provide CRM outsourcing services for leading international and local companies. For instance, Delta Banka, one of the largest banks in Serbia, has selected Trizma to provide inbound customer care call handling. The bank has 160 branch offices in more than 100 towns throughout the country. Moreover, Coca Cola has contracted Trizma to provide customer service, marketing support, and remote store delivery support in Serbia and Montenegro. The call centre outsourcer is also handling outbound lead generation and appointment scheduling on behalf of Delta Osiguranje, an innovative Serbian insurance company serving businesses and individuals with a broad range of products and services. "Our continued growth has been gaining momentum over the past 12 months. These latest agreements are with national and international organisations with extensive customer bases. The selection of Trizma to handle their customer relationships highlights the quality of our agents and technology, as well as the range of our call centre outsourcing services in South Eastern Europe," commented Aleksandar Bakoc.
Responding to customers' needs on an immediate basis.
More than 80% of Trizma's outsourced CRM campaigns are telephone-based at its 60-seat contact centre; therefore, efficient call handling was of paramount importance. Trizma also recognized the need to manage email and Web inquiries with the same efficiency as phone calls. Thus, commenting on Trizma’s contact centre software vendor selection, Aleksandar Bakoc stated, “we needed to work with a partner that had a proven track record of successful implementations within outsourcing companies, ensuring that we got it right the first time. Altitude's flexible, multichannel software solution for outsourcing providers was a perfect fit”. Geomant, a certified Altitude Software partner in South Eastern Europe, has handled the integration and implementation of Altitude uCI with Avaya's Definity switch in less than 10 days. "Altitude uCI provides great flexibility and functionality that allow us to respond to our customers' needs in real-time. Altitude Script Developer specifically helps us to quickly design and maintain agent front-office applications tailored to our customers’ requirements," he added.
Multichannel customer interaction management.
The new system enabled Trizma to efficiently roll out personalized inbound and outbound campaigns on behalf of its customers, viewing the contact results in real-time and monitoring the overall contact centre activity to generate the most efficient CRM campaigns possible. Contact centre applications include agent-front office, multichannel routing and queuing, real-time supervision, screen pop, email handling, intelligent dialler, reporting, Web chat and Web collaboration.
With the specific Altitude Collaborator module in place for punctual Web-based CRM campaigns, Trizma’s contact centre smoothly integrates with the Internet, providing customers the convenience of the Internet as a self-service channel while delivering more personalised assistance. This module allows contact centre agents and customers to automatically synchronise the Web browser and, at the same time, continue to surf on the Web. This 'help on-demand' service closes the sales or service loop to maximise a sales opportunity and maintain high customer service levels. “Trizma is clearly focused on providing unparalleled CRM outsourcing services and its selection of Altitude uCI reflects this commitment,” commented Luc Cavelier, Altitude Software vice president Northern and Central Europe. “More than concentrating on just productivity benefits, Trizma realized that flexible, monitored multichannel customer interactions enhance the customer satisfaction and cost savings that are key to an outsourcer’s growth and ongoing success.”
End.
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