Contact Centre Featured Article

July 17, 2012

Leading Russian Real Estate Developer Implements Altitude's Uci Solution for Improved Customer Satisfaction


In an effort to improve efficiency and quality of customer service, the leading Russian real estate developer PIK Group has reportedly  implemented Altitude Software’ (News - Alert) uCI solution.

The leading systems integrator, BELTEL has helped in the implementation process.

PIK Group is a market leader in the mass-market residential property segment and has to date delivered over 180 000 apartments across the country. In order to keep pace with the fast growing business, the company needed a more sophisticated call center; investment in Altitude’s uCI solution was the real estate developer’s response to customer demand for higher levels of contact service.

With the help of BELTEL, PIK group implemented a new contact center with 173 seats. Powered by Altitude uCI solutions, the new call center has allowed PIK Group to reduce the time necessary to handle calls, increase efficiency and maximize the quality of customer service, officials said in a statement.

PIK opted for the Altitude uCI solution for its flexibility and features, while BELTEL was selected for its extensive experience in the contact center industry on the local market. BELTEL’s specialists helped PIK Group in all stages of implementation, including the customer business processes audit and the functional design of the new solution.

The newly implemented contact center now handles calls in several steps.

Incoming calls enter Altitude’s IVR solution, which welcomes the caller and routes the call to the right agent, in function of preset calendar days, weekdays, hours of the day and the relevant office.

When the agent receives the call, the Front Office identifies the caller and retrieves all useful information in the Microsoft (News - Alert) CRM.

The Altitude uAgent desktop solution guides the agent in handling the call, or transfers it to the back-office, together with all the caller data.

PIK Group’s management decided to integrate the new contact center solution with the Microsoft Dynamics CRM system, implemented with Softline, a provider of IT services. This integration was made possible by the in-house functionality of the Altitude uCIsolution and a customization based on the Altitude uCI programming language.

This allowed for a close integration of the two systems, resulting in a single working environment to run the business effectively.

Last month, Altitude Software announced that Belgium Railways, or NMBS/SNCB, has selected Altitude's uCI customer interaction management solution to deliver measurable service level improvements and better customer service at its international train operations.


Want to learn more about the latest in communications and technology? Then be sure to attend
ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.




Edited by Braden Becker


Related Contact Center Solutions Articles

    Interactive Intelligence Named a Top 10 Place to Work for in Indianapolis

    It seems like the end of the year needs to get here faster. The reason is Contact Center Solutions Community sponsor Interactive Intelligence may run out of space at its headquarters in Indianapolis, IN because of the recognition the company has received in just the past few weeks. [ Read More ]
    12/16/2014

    Frontier Communications Adding to Bi-Lingual Customer Service

    As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support… [ Read More ]
    12/15/2014

    Rush Enterprises Grow Dealership and Contact Center Network

    One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to … [ Read More ]
    12/15/2014

    Contact Center Solutions Week in Review: Interactive Intelligence, Google and Avaya

    Contact Center Solutions Community news and ingights including the growing importance of WebRTC. [ Read More ]
    12/13/2014

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured eBook

    All Things Customer Interaction Solutions eBOOK
    It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert