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.


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Edited by Braden Becker


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