Altitude Software and Transcom Worldwide

• The Problem:
  

  Established in 1995 by the Kinnevik Group, the company provides CRM solutions for companies in a wide range of industry sectors, including telecommunications and e-commerce, travel & tourism, retail, financial services and utilities. Transcom offers clients a broad array of relationship management services, including inbound communication; telemarketing and outbound; administrative tasks; web servicing; CRM consultancy service; contact automation; credit management service; and legal services. Client programs are tailor-made and range from single applications to complex programs, which are offered on a country-specific or international basis in up to 38 languages.

  
  
• Solution:
  

  The Altitude uCI 7 solution, integrated with Avaya ACD’s enables Transcom to process, unify and handle all types of media (voice, email, chat, web, fax, mail and presential) in a unified virtual queue. Interactions are then inserted in a multimedia workflow application, ensuring all sorts of interactions are correctly prioritized and routed according to agent skills and business rules, follow agreed procedures and benefit from existing capabilities and resources.

  This ensures a fast, effective and recorded resolution of all customer relationship issues for its customer's customers. Improved accountability and positive indicators such as reduced document losses and faster resolution with fewer resources testify to the solution's capabilities. The customised multimedia workflow solution uses skill-based routing ensuring that all inbound interactions are directed to the location and to the resource most capable of providing the optimum solution, ensuring a cost-effective, high level of customer service with efficient work allocation. Transcom service centres work to a distinct competitive advantage.

  
  
• Result:
  

  Transcom chose Altitude uCI 7, at the end of a very competitive selection process, as it was able to increase productivity by up to 300 per cent in key applications, improve service levels in pilot sites and as it was rapidly deployed (for example, predictive dialling was deployed in seven sites in just five weeks..). Altitude uCI 7 consistently delivered Transcom return on investment, while it improved operational effectiveness and lowered the total cost of ownership in its service centres.

  Altitude Software also enabled substantial gains in terms of cost reduction and increased process efficiency by way of a workflow solution directed at Transcom’s multimedia, multisite, next-generation customer contact centres, which are now geared for effective outsourcing of client’s key business processes. On deploying Altitude Software, Transcom standardized customer interaction applications,increased efficiency on adopting industry best practices, and achieved proven results in IT
  rationalization and in providing customers with a consistent standard of quality and excellence. This standard is delivered in multiple countries and languages through one single point of contact managed by a single provider supported by integrated, unified
  solutions and platforms.