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Predictive Dialer Provider Altitude Software Helps Automotive Dealer Improve Contact Center Operations

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June 04, 2012

Predictive Dialer Provider Altitude Software Helps Automotive Dealer Improve Contact Center Operations

By Deepika Mala, TMCnet Contributor

With the Altitude uCI customer interaction management solution which includes a predictive dialer in place, AlJomaih Automotive Company, the largest GM dealer in the Middle East, has recently increased productivity and improved customer service operations across Saudi Arabia.

Altitude uCI is a cost-effective application suite that can be implemented to streamline operations within the contact center environment.

AAC’s contact center located in Dammam is now provided with a wealth of advanced IP contact center features including a predictive dialer, voice portal, 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 being forced to sit around and wait for an answer during the dialing process.

In a press release, Sheikh Ibrahim Aljomaih, vice chairman & CEO of AAC said, ‘’We are constantly looking to boost levels of customer care in terms of sales and aftersales service to ensure that Aljomaih provides the best customer ownership experience in the GCC region and beyond.’’

He further added, “We recognize the importance of superior automotive customer service as a key differentiator in establishing and maintaining competitive advantage and as such, our desire to cultivate the highest level of customer care is paramount.’’

AAC was looking for an advanced solution to improve the overall effectiveness of its contact center operations. After extensive market research, the company selected the Altitude IP Contact Center Suite, as it was able to meet its various needs.

Commenting on AAC‘s contact center software selection, Mohamed M. Khaled, National & CRM manager at Aljomaih Automotive Company added, “The decision to select Altitude Software (News - Alert) was based on the company's ability to provide a scalable and complete solution as well as its record for responsive technical assistance in the GCC Region. In this respect, while we were researching different vendors and getting references in Saudi Arabia, the best remarks were given from Altitude users across the Kingdom, from Jeddah to Riyadh and Dammam."

"The results have been very insightful," Khaled concluded. "In the first 4 weeks of the contact centre set up we were able to increase the size of our database by 300 percent, and achieve higher levels of customer satisfaction with a 91 percent rate of telephone interactions answered within 18 seconds. Besides, our call monitoring constantly shows an average quality/satisfaction rating of 96 percent".

In related company news, TMCnet recently reported that Altitude Software has started to deliver its cloud contact center solutions in Scandinavia, following the acquisition of a majority of Sweden-based Software-as-a-Service provider ASP Nordic from private investors.

Edited by Jamie Epstein

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