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Arvato-Qualytel Improves Productivity with Altitude Software's Predictive Dialer

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April 04, 2012

Arvato-Qualytel Improves Productivity with Altitude Software's Predictive Dialer

By Rajani Baburajan, TMCnet Contributor

Altitude Software (News - Alert), a provider of innovative contact center solutions including a predictive dialer, has recently worked in conjunction with arvato-qualytel in order to drive efficiency within the company’s outbound campaign.

arvato-qualytel, a telemarketing and customer service outsourcing provider in Spain, deployed the Altitude uCI solution as an automatic predictive dialer running on top of Avaya’s (News - Alert) infrastructure.

After leveraging this robust dialer, arvato-qualytel was able to deliver proactive customer communications with a number of options including welcome campaigns, customer loyalty and retention, and telesales.

Following the deployment, arvato-qualytel saw its productivity rise by 8.3 percent, as well as saved a significant amount of time as incidents and downtime were greatly reduced in the contact center, according to Rafael Sarmiento, IT director at arvato-qualytel.

arvato-qualytel used the Altitude uCI with insurance customers, but has plans to utilize the predictive dialer in campaigns targeting utility companies in the near future.

The telemarketing company has also started to use the Altitude Management Portal which provides operational information and reports, enabling the company to make quick and informed business decisions. arvato-qualytel used the software technology from Altitude to create a management application with productivity indicators for specific situations; applications for internal operational processes, and unified scripts fit to support all services and campaigns.

Additionally, the company integrated the Altitude solutions with its existing recording and database applications and with the enterprise communications infrastructure.

"Flexibility and the ability to quickly respond to customers changing business needs has been a cornerstone of the arvato-qualytel business" Raquel Serradilla, president and CEO of Altitude Software in Spain, said in a statement. "Our solutions helped arvato-qualytel to continue to deliver significant improvement to customers’ business".

With predictive dialers increasingly being used for marketing activities, there is a high chance that businesses could unintentionally misuse these solutions. To regulate the use of predictive-dialer based marketing activities, on Feb. 15, the Federal Communications Commission (FCC (News - Alert)) added some new rules under the Telephone Consumer Protection Act (TCPA), which will combine the FCC’s regulations for prerecorded telemarketing with rules the Federal Trade Commission (FTC (News - Alert)) released some years back. Read the details of the new regulation here.

Edited by Jamie Epstein

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