Free press releases distribution network?

More news: Software
Agency / Source: Altitude Software

Check Ads Availability|e-mail Article


Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!



Altitude Software Enables Smart Multichannel Interaction Management at Iberdrola - Global energy group extends Altitude uCI™ solution to email channel management in the contact center - Altitude.com
Altitude Software Enables Smart Multichannel Interaction Management at Iberdrola

 

PRZOOM - /newswire/ - Madrid, Spain, 2013/01/08 - Global energy group extends Altitude uCI™ solution to email channel management in the contact center - Altitude.com.

   
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Software Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Altitude Software, a global leader in contact center technology, announces today that global utility Iberdrola is using the Altitude uCI™ solution to manage email customer interactions. Iberdrola has been using Altitude Software solutions for smart multichannel interaction management in the contact center since 2000.

For Iberdrola, the rising volume of contacts and the multitude of issues raised by customer’s email (complaints, customer sign-on and sign-off, billing issues, general information issues, etc.) meant that email management increasingly required more resources, even as distribution and reporting shortcomings in the email channel management became more and more apparent.

In the last decade, Iberdrola has experienced a massive transformation as it became the leader in Spain’s energy industry, one of the leading companies in Spain’s stock market, a world leader in wind power and one of the biggest electric power companies in the world.

Effective email interaction management
By early 2012, the need for a new email channel management solution for the thousands of emails that arrived everyday was clear. To solve this problem, Iberdrola selected and deployed the Altitude uCI™ and Altitude uRouter intelligent routing solution to assign emails to specific queues in the contact center, while providing user friendly agent desktops and scripts. The solutions’ reporting tool can manage, distribute, classify and analyze all emails. Emails are automatically routed according to language and keywords. The solution has the ability to learn new keywords, build a knowledge base and continuously improve email classification.

“By using the Altitude uRouter we have been able to automatically classify email interactions with effectiveness close to 80%”, stated Joaquín Ramón, in charge of the Technology Management for Non-Presential Channels, Iberdrola Generación. “Now we can manage email contacts more efficiently, and it reflects on a better level of service and increased customer satisfaction”.

Scalable, modular technology solutions that grow and adapt to changing market needs
Back in 2000, Altitude Software first implemented the Altitude uCI™ suite at Iberdrola as an IVR solution - with voice recognition - that enabled customers to call the contact center, identify themselves with a contract reference and provide a reading of their energy meter. This service was complemented with proactive contact campaigns to get meter readings from absent costumers.

A few years’ later Altitude Software solutions were deployed to enable Iberdrola to use outbound IVR for customer surveys. In 2010, the energy market was liberalized and customer surveys were intensified using an automated dialing outbound IVR solution, namely to evaluate customer service quality. The same technology solution was used for telemarketing and telesales campaigns directed at the business market.

Better multi-language customer service
Altitude Software solutions also enabled Iberdrola to provide better service to customers speaking foreign languages that require specific agents in the contact center, that might not be available. A specific IVR-based call-back application was developed to register the contacts for each specific language and enable the agents to get back to customers when available. This service covers contacts in English, German and French.

“Altitude Software is working with Iberdrola since 2000 in what has become a strategic relationship, leading to a deep understanding of Iberdrola’s business needs” said Raquel Serradilla, Altitude Software Spain CEO. “In the last few years, Altitude uCI™ solutions enabled Iberdrola to achieve easy, automated and proactive communication of meter readings, better multi-language customer service, more effective automated customer surveys, and now, getting more efficient, automated email contact management”.

About Altitude Software
Altitude Software (altitude.com) is the leader of unified customer interaction solutions, managing dynamic contact centers independently of platforms since 1993. With about 1100 customers in 80 countries, Altitude strives for customer satisfaction and is ISO 9001 certified for its worldwide support. Altitude Software has won 50+ industry awards. "Altitude uCI" (unified customer interaction) is a software suite that manages in real time enterprise functions like Customer Service, Help Desk, Collections, Telesales, Surveys, etc. It is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialler, voice portal, desktop front-end, monitoring and analytics.

 
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Software Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Agency / Source: Altitude Software

 
 

Availability: All Regions (Including Int'l)

 

Traffic Booster: [/] Quick PRZOOM - Press & Newswire Visibility Checker

 

Distribution / Indexing: [+] / [Company listed above is a registered member of our network. Content made possible by PRZOOM / PRTODAY indexing services]

 
 
# # #
 
Software Warnings - IMPORTANT:
Always be aware/cautious about what you download on your computer/mobile! PURCHASE SOFTWARE related keywords / Banner Ads. Click HERE for details!
.

 
  Your Banner Ad showing on ALL
Software articles,
CATCH Visitors via Your Competitors Announcements!


Altitude Software Enables Smart Multichannel Interaction Management at Iberdrola

Company website links NOT available to basic submissions
It is OK to republish and/or LINK any newswire for any legitimate media purpose as long as you name PRZOOM - Press & Newswire and LINK as the source.
 
  For more information, please visit:
Is this your article? Activate ALL web links by Upgrading to Press Release PREMIUM Plan Now!
Altitude Software |
Contact: Carlos Taveira - Altitude.com 
+351 214129800 / +1 877-474-4499 carlos.taveira[.]altitude.com
 
PRZOOM / PRTODAY - Newswire Today disclaims any content contained in this article. If you need/wish to contact the company who published the current release, you will need to contact them - NOT us. Issuers of articles are solely responsible for the accuracy of their content. Our complete disclaimer appears here.
IMPORTANT INFORMATION: Issuance, publication or distribution of this press release in certain jurisdictions could be subject to restrictions. The recipient of this press release is responsible for using this press release and the information herein in accordance with the applicable rules and regulations in the particular jurisdiction. This press release does not constitute an offer or an offering to acquire or subscribe for any Altitude Software securities in any jurisdiction including any other companies listed or named in this release.

Software via RSSAdd NewswireToday - PRZOOM Headline News to FeedBurner
Find who RetweetFollow @NewswireTODAY



Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!




Read Latest Press Releases From Altitude Software / Company Profile


Read Software Most Recent Related Press Releases:

LDiscovery Completes Acquisition of Kroll Ontrack
SYSPRO Opens a New Office in Nairobi, Kenya
Rocket Servergraph Professional Now Supports IBM i
JDA Solutions Selected by Coca-Cola FEMSA Mexico to Support its Innovative Supply Chain
CommutAir Leverages The Weather Company, an IBM Business, to Harness the Power of Big Data from the Tarmac
Leading Independent Research Firm Cites TIBCO as a Strong Performer in Insight Platform Report
Saba Named a Leader in Learning and Performance Management
Infor Recognized as Top Retail Software Provider in 2016 RIS News LeaderBoard
IBM Debuts Blockchain Ecosystem to Help Accelerate Growth of Networks on Hyperledger Fabric
Permanent TSB to Improve Contact Centre Performance and Compliance with Noble Systems Composer Real-Time Speech Analytics

Boost Your Social Network
& Crowdfunding Campaigns


LIFETIME SOCIAL MEDIA WALL
 
NewswireToday Celebrates 10 Years in Business
Find business coaching, life coaching, executive coaching and corporate coaching, best selling coaching books, ...



PREMIUM Members


Visit  BizJobs.com

Visit  Triggr & Bloom

Visit  La Bella Bakery Artisan Bakery Arizona







 
  ©2016 PRZOOM — Limelon Advertising, Co.
Home | About PRZOOM | Advertise/Pricing | Contact | Investors | Privacy/TOS | Sitemap | FRANCAIS
newswire, PR free press releases distribution service magazines engine news alert newsroom press room breaking news public relations articles company news alerts newswiredistribution ezine bizentrepreneur biznewstoday digital business report market search pr firms agencies reports distri-bution today investor relation successful internet entrepreneur newswire distribution prtoday.com freenewswiredistribution asianewstoday bizwiretoday USA pr UK today