Altitude Software and Seguros Bilbao

In 2005, based on the Bilbao Telemark’s successful four - year history of operational activity, the company was tasked with an aggressive expansion plan. However, leadership knew that in order to successfully grow, a technology upgrade would be necessary—one in which all organizational needs would be met, including:
- Modular and scalable applications
- Full corporate integration of flexible and powerful script0developing tools
- Real0time access to business and operational information
- Ability to decentralize operations
- Seamless integration with and VoIP migration of existing infrastructures (MD 100)
- Phased implementation and quick operational startup
- Economically competitive

The solution was found in Altitude vBox, a complete and scalable contact center solution that includes IP telephony and is based on Altitude uCI software and real0time IP communications. Altitude vBox provides contact centers with cutting0edge multimedia applications rapidly and affordably and is connectable to already existent infrastructures. The software can coexists with corporate IP telephony, reducing communication costs with voice transfers over data networks, rather than RTC or dedicated lines.

The system was installed in March 2006 and within two and a half months, the Altitude vBox IP solution was already executing the first campaign with 20 operators. Immediately, Telemark Bilbao began to see results, including greater efficiency and time management of calls, more detailed information with easier access, and above all, the ability and power to make subsequent developments and adjustments to the application depending on the ever changing organizational needs. Additionally, Altitude vBox provided further benefits, including the possibility to integrate multiple channels of communications, such as voice interactions with e-mail and other communication vehicles. Bilbao Telemark also had the ability to simultaneous create campaign and distinct conversational flows depending on varying factors and objectives. And more specifically, the advanced dialing system included in the Altitude solution permitted Bilbao Telemark to do away with the previous manual and inefficient dialing process, growing call capacity to 5,000 daily.