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Predictive Dialer Provider Altitude Software Helps GAPCORP Improve its Contact Center Operations

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March 06, 2012

Predictive Dialer Provider Altitude Software Helps GAPCORP Improve its Contact Center Operations

By Deepika Mala, TMCnet Contributor

GAPCORP, a sales, marketing and third party administrator, has recently selected the Altitude uCI suite to handle the fast-paced growth of its operations across the GCC region. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact center.

With the help of the Altitude uCI customer interaction management solution, GAPCORP’s contact center is provided with a wealth of advanced IP contact center features, such as a predictive dialer, an open desktop, unified centralized monitoring, queuing, routing and reporting.

Predictive dialers are mainly used to contact a large volume of customers within a short period of time, as this solution frees agents from waiting during the dialing and ringing process.

GAPCORP operates in the GCC, Middle East, North Africa, Asia, Europe and the U.S. Some of the company’s major clients include Nissan and Infiniti, Renault, General Motors (News - Alert), BMW, Daimler, Hyundai, Volvo, Mazda, Toyota and others.

In a press release, Munro Deysel, general manager of Business Development at GAPCORP said, "We evaluated several contact center vendors, but selected Altitude Software (News - Alert) because of its unique all-in-one architecture and its strong experience within the automotive market segment throughout the MENA region."

"In addition to providing a single suite of integrated contact centre capabilities, Altitude also provides a local support presence in UAE and across the GCC. These points made Altitude a clear winner as it matches with our plans to expand our contact centre in the countries where we are operating, such as KSA, Qatar and beyond," he added.

Deployed in Dubai, the new contact center system now manages tens of thousands of outbound and inbound interactions every month.

Core modules within the Altitude solution have been deployed to support GAPCORP's customer service operations, including Altitude's unified dialing tool that supports various outbound dialing modes, namely preview, power, predictive, and a call classifier.

GAPCORP, through leveraging state-of-the-art predictive dialing technology has been able to increase the overall productivity of its telemarketing campaigns by over 95 percent.

"This recent installation in the UAE demonstrates the strength of the strong relationship developed between Altitude Software and the region's most efficient contact centre operations," Riadh Boukhris, Altitude Software MENA President commented. ?By running the Altitude IP contact centre software suite, GAPCORP is able to more effectively align itself with customer needs, enhance its automotive insurance and extended warranty activity as well as, ultimately, maximize bottom line performance."

Edited by Jamie Epstein

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