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December 07, 2006
Altitude, C3 Announce Cairo Call Center Deal
By David Sims, TMCnet Contributing Editor
Altitude Software, a contact center vendor, has announced that C3, a contact center outsourcing provider located in Egypt, has implemented the Altitude uCI suite in its 500-seat, Cairo-based contact center.
With the Altitude uCI suite, C3 claims it got an 82 percent boost in contact center productivity and 38 percent reduction in customer service professional training costs. Altitude uCI is a Customer Interaction Management (CIM) product providing full blended support for voice (inbound and outbound), IVR , e-mail, Web collaboration and chat.
Evidently Egypt's goal is to be a player in the global offshoring market, it's clearly making a pitch to be the next offshore outsourcing hot-spot. It touts its "numerous foreign language skills and low labor costs," according to C3 officials, which put Egypt in a position to compete with Eastern Europe and the Indian sub-continent.
Founded in 1999, The Call Center Company -- C3 -- provides outsourced contact center services. The company claims that it "took the initiative in 2000 to be the first contact center outsourcing operation in Egypt." Today, the company has grown to 600 agents serving Fortune 500 companies worldwide in more than 8 languages.
Ahmed Naguib, C3 Business Development Director, said the company runs "multi-channel service operations from numerous countries such as Belgium, France, and the USA."
C3 specifically uses Altitude's Unified Dialing tool, which supports various outbound dialing modes -- preview, power, predictive and call classifier. Customizable scripts, running on C3 agent applications, give them the necessary information to interact with callers while getting them quicker up-to-speed. By using outbound dialing technology, C3 claims to have been able to increase the overall productivity of its telesales and debt-collection campaigns by over 82 percent.
Altitude certainly does go after the overseas market. In October it announced that its products are "in use by the top five call center outsourcing companies in Brazil," according to Altitude officials, "by revenue and agent positions."
The company claims a 30 percent revenue growth in 2005, to 1.7 billion euros, in the Call Center Outsourcing industry in Brazil as a whole, "one of the highest growth industries in Brazil."
In July SMT Direct Marketing Inc., parent company, InfoSpan Pakistan, a vendor of multi-media contact center outsourcing services, selected Altitude uCI software for its customer relationship management.
David Sims is contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.
Interactive Voice Response (IVR) | X | | A hardware- or software-based computer system that enables incoming callers to interact with voice prompts or verbal commands....more |
(source: http://www.tmcnet.com/usubmit/-altitude-c3-egypt-/2006/12/07/2150142.htm)
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