January 11, 2013
Iberdrola Using Altitude uCI for Managing E-mail Customer Interactions
Utility company, Iberdrola is reportedly using the uCI solution from Altitude Software (News - Alert) for the purpose of managing e-mail customer interactions.
Iberdrola acknowledged that since 2000 Altitude solutions have helped it in managing smart multichannel interactions and the deployment of uCI should help the company overcome the shortcomings of e-mail channel management’s ability to handle the rising volume of contacts and the multitude of issues raised by customer’s e-mails.
Joaquín Ramón, in charge of the Technology Management for Non-Presential Channels at Iberdrola Generación, remarked, “By using the Altitude uRouter we have been able to automatically classify email interactions with effectiveness close to 80 percent. Now we can manage email contacts more efficiently, and it reflects on a better level of service and increased customer satisfaction.”
Altitude explained that uCI is a suite of applications aimed at helping organizations achieve a successful Unified Customer Interaction strategy and it is a comprehensive solution that enables users to manage customer interactions and resulting activities in a unified environment.
Iberdrola supposedly implemented uCI back in 2000 for outbound IVR for customer surveys. uCI can now been equipped to manage, distribute, classify and analyze all e-mails that are automatically routed according to language and keywords.
Some of the notable highlights of Altitude uCI are: multimedia management; embedded workflow; inbound and outbound; unified agent desktop; voice portal; powerful monitoring and management tool; fastest time to market, and more.
Altitude Software claimed that its modular solutions are built with the necessary functionalities to enable companies to automatically respond to changing business needs, improve the overall customer service and achieve a significant return on investment.
In related news, Reffekt adopted Altitude Software’s Cloud Contact Center solution featuring predictive dialer and Altitude uCI Applications were made to be integrating with Cisco (News - Alert) contact center solutions.
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Edited by Brooke Neuman