Altitude Software, a leader in unified customer interaction solutions, today announced that Folha de S. Paulo, the newspaper with largest circulation in Brazil, deployed the new Altitude uCI 8 customer interaction management solution and registered improved quality and increased efficiency in customer service and campaigns.
Altitude Software recently won the Cliente SA Magazine Award for Best Practices in Customer Service Strategic Management with Folha’s Case Study. Folha de S. Paulo has a daily readership of 300.000 and is considered one of the most influential media in Brazil. The adoption of Altitude uCI 8 solution was an opportunity to improve operational performance and to simplify proactive customer service management. After implementing the solution, Folha de S. Paulo reported improved customer service and better results in proactive contact campaigns.
Altitude uCI 8 adds value and flexibility to campaign management
“We perceived the solution’s potential the minute we started to use it” states Elaine Gauzzi, Contact Center Manager at Folha de S. Paulo. “The new functionalities bring added value and flexibility to campaign management and execution”. Altitude uCI 8 solution has a unified desktop and very flexible management tools that provide real time KPI’s and enable immediate changes on ongoing campaigns making for more efficient and productive proactive customer service.
Altitude uCI 8 new campaign management tools enable a better resource allocation in the contact center. It provides real time monitoring and detailed information on customers and campaigns. It delivers reports to evaluate performance and compare outcomes, enabling informed decision-making and making it easier to manage the business. “The solution was implemented on schedule with full support from Altitude. It was quite a challenge as, at the same time, we have also updated the hardware, databases, the scripts and some tools aiming to achieve more effective customer engagement” states Mrs. Gauzzi.
More effective customer engagement
Altitude Unified Agent Desktop solution was also a major enabler of a better customer service: it provides a detailed, unified customer profile and interaction track record, customized for Folha de S. Paulo business purposes. This promotes better business outcomes and customer engagement. "Altitude uCI 8 solution enables contact centers to make a better use of its resources in a huge range of business situations" said Elaine Ferreira, Executive Vice President for Latin America at Altitude Software. "It provides operational and business metrics that enable companies to improve processes, increase productivity and maximize customer engagement".
Altitude uCI 8 is a robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 15 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.
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.