298 — Altitude Software Signs Major Outsourcing Company

Jul 9, 2002 | Conteúdos Em Ingles

SITEL Central Europe implements the Altitude uCI 2000 Plus suite and the two companies will jointly market next-generation CRM solutions.logositel

Altitude Software EMEA Regional Headquarters, Altitude Software, a global technology leader of contact centre solutions for Unified Customer Interaction(tm) (uCI), announced in May 2 that SITEL, a leading global provider of outsourced customer support services, has selected the Altitude uCI 2000 Plus suite as its software of choice for Customer Interaction Management (CIM) throughout Central Europe. The initial Altitude uCI 2000 Plus installation took place within SITEL in a Brussels-based contact centre.

SITEL designs, implements and operates multi-channel contact centres to enhance company performance and growth. The outsourcing company manages more than 1.5 million customer contacts per day via the telephone, web, e-mail, fax and traditional mail. SITEL employees operate contact centres in 20 countries, offering services in 25 languages and dialects.

The selection of Altitude Software After a vigorous selection process in December 2001, the Altitude Software suite was determined to be the optimal solution for SITEL Central Europe in meeting its goal of increased agent productivity, thorough management reporting and fast ROI. With Altitude Software, SITEL’s Altitude uCI 2000 Plus implementation in Brussels was up and running in 3 weeks – and stayed within budget.

“Altitude Sofware’s flexible, scalable multimedia contact centre solution enables us to more effectively manage large volumes of inbound and outbound interactions with minimum waiting time, as well as integrate telephony, Web-collaboration and e-mail systems from one single software suite to empower agents with critical customer information – all major factors in providing real-time, efficient and differentiating customer support services,” says Eddy Van de Poel, Co-Managing Director of SITEL Central Europe.

“In order to clearly demonstrate the strength and ROI capabilities of our product, we implemented the Altitude uCI 2000 Plus contact centre suite in one of SITEL’s projects. Afterwards, we did a number of specific developments for SITEL that resulted in more functionality for the user.

After this extensive evaluation of the product, SITEL chose Altitude uCI 2000 Plus for its rapid implementation, easy-to-customize scripts and fast ROI,” estimates Luc Cavelier, Altitude Software Vice-President Northern and Central Europe. “With Altitude Software products in use at the world’s largest outsourcing companies, Altitude Software has clearly established itself as one of the preferred multimedia contact centre software vendors-of-choice for this dynamic industry,” adds Luc Cavelier.

A Strategic Duo SITEL and Altitude Software will take a leadership position in the rapidly growing market for outsourced multi-channel customer support services.

Indeed, the two companies are jointly offering complete eCRM solutions to results-oriented enterprises that combine Altitude Software’s multimedia contact centre solutions, and SITEL’s outsourced customer support services.This joint marketing initiative will enable SITEL to provide its customers with one of the industry’s most sophisticated Universal Queue and Collaborative CRM software solutions. The main objective for SITEL and Altitude Software is to offer complete solutions that offer unprecedented capabilities, enterprise-class scalability and superior ROI.

“By combining Altitude’s award-winning software solutions with the power of our outsourced customer support services, we are able to offer sophisticated multi-channel CRM services designed to help our clients build and sustain lifetime relationships with their customers.” states Marc Jans, Co-Managing Director of SITEL Central Europe.


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