Contact Center Solutions Featured Article

New Altitude uCI 8 Solution Helps Folha de S. Paulo to Improve Customer Service

February 25, 2014

Folha de S. Paulo, the biggest newspaper in Brazil, recently implemented the new, robust Altitude uCI 8 customer interaction management solution.

“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” said Elaine Gauzzi, Contact Center Manager at Folha de S. Paulo, in a press statement.

With a daily readership of 300,000, Folha de S. Paulo is touted as one of the most influential media sources in Brazil. The deployment of Altitude uCI 8 customer interaction management solution helped the newspaper to improve quality and increase efficiency in customer service and campaigns.

It has also been able to enhance operational performance and simplify proactive customer service management, with the help of the solution.

 “We perceived the solution’s potential the minute we started to use it,” states Gauzzi. “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.

Officials said that Altitude’s new campaign management tools enable a better resource allocation in the contact center and provide real time monitoring and detailed information on customers and campaigns.

Furthermore, Altitude’s uCI 8 solution offers operational and business metrics that help companies to improve processes, increase productivity and maximize customer engagement.

Last year in October, TMCnet reported that Altitude Software has appointed industry veteran Raquel Serradilla as its new vice president for Southern Europe. 




Edited by Cassandra Tucker

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