2038 — Altitude Powers the Outsourced Contact Centre for BMW in the Middle East

Jan 30, 2006 | Conteúdos Em Ingles

Altitude Software announced CRM Middle East as a new customer. The Dubai-based contact centre outsourcing company implemented Altitude uCI 7.1 solution to automate CRM campaigns and enhance customer service levels. Since the new system went live in December 2005, CRM Middle East has experienced a significant boost in contact centre productivity.

Altitude uCI is a platformindependent contact centre solution with a universal queue and full blended support for voice  (inbound, preview, power and predictive dialling), IVR, email response management, Web collaboration and Web chat. Typical business activities powered by Altitude uCI include telesales, appointment scheduling, debt-collection, customer services, telebanking and lead generation.

Founded four years ago, CRM Middle East offers expert Customer Relationship Management solutions and a complete range of contact centre outsourcing services. The outsourcer provides inbound and outbound interaction handling for customer service, appointment scheduling, marketing campaigns and market research. CRM Middle East works on behalf of prominent companies with a specific focus on the auto manufacturer and dealership sectors. CRM Middle East is the outsourced call center for BMW in the entire GCC and Middle East regions since 2001.

‘At CRM Middle East, our main goal is to improve the reliability and quality of service for our customers. Implementing Altitude’s contact centre solution was critical to achieve that goal,’ commented Lina Zarifeh, Managing Director at CRM Middle East. “We evaluated several vendors and selected the Altitude uCI solution because of its rich functionality, Altitude’s extensive implementation experience in the GCC region, as well as its reputation in the contact centre software industry. We look forward to collaborating with Altitude in an effort to set new customer service standards, specifically in the automotive service operations industry.’

 ‘Altitude uCI provides great flexibility and functionality that allow us to respond to our customers’ needs in real-time,‘ commented Lina. “Call blending enables us to make more efficient use of agents, enabling them to switch from inbound to outbound calls as necessary.”


Em Foco – Projecto