Outsourcers are probably one of the most demanding users of contact center technology because they cater to different industries from media to logistics, covering customer service, telemarketing, and debt collection among other business applications.
Over the last couple of years, this industry has experienced a significant growth as many organizations choose to outsource non-core functions in order to achieve cost savings and gain access to specialized expertise.
Outsourcers need a flexible, scalable and cost-effective platform to accommodate to the industries different requirements and still be competitive without losing their innovative edge.
The new Altitude uCI 7.5 release includes a number of innovative features that strengthen the contact centre ability to embrace industry-wide change. Its IP nature natively supports distributed operations including home-based and remote agents, streamlining IT investments and optimizing human resources. It increases customer satisfaction with proactive customer service features and friendlier voice self-service applications. For more information click here.
Related Case Studies
Based in Casablanca, Accolade is a 600 seats call center created in 2004 and owned by ONA, 1st privated group in Morocco (www.oma.ma). Mostly oriented towards valued added activities (sales, technical support, business process outsourcing …), Accolade developed an offshore approach of the call center sector as a “Pure Player”, and can proposed the best service/price service of the market.
Accolade est un centre de contacts basé à Casablanca avec un site principal d’une capacité de 600 positions de travail. Créé en 2004 et filiale de l’ONA, premier groupe privé au Maroc (www.ona.ma), Accolade se positionne comme le premier Centre à capitaux marocains. Privilégiant les activités à valeur ajoutée (Vente, Support technique, BPO, ...), Accolade a adopté un modèle d’acteur Offshore « Pure Player », lui permettant de proposer le meilleur rapport « Contenu du service / Prix » du marché.
ADM is the largest owner managed call center in Germany and has been run successfully since 1993 for many customers in various industries. With a high level of expertise and a corporate philosophy, “emotional strength on the basis of excellence in quality,” ADM is innovator in interactive and integrated communication solutions. The activities are spread over 5 different locations: Anklam, Berlin, Kiel, Mannheim and Rostock. Years of experience in various industries such as healthcare, telecommunications, energy, financial services and publishing has enabled us to build up an impressive pool of specialist knowledge. The adm team has learned to transfer know-how beyond the conventional of the boundaries industry.
The teams’ productiveness, our clients’ IT systems’ performance and availability stand for the main goals of Advancia’s mission. Advancia ® is targeting to reduce the expenses relative to IT infrastructures’ use by allowing its clients to concentrate on the core of their profession and by assisting them to implement the new processes and make them operational: Customer Care, after-sale service Network, Management and remote supervision, projects identification, etc. Tunis-based Advancia is powered by the Altitude IP Contact Center suite since 2003.
Algar Tecnologia it's Algar Holding Company with roles in many market sectors. Algar Tecnologia is responsable by the TI activities of the group offering, among ohtes, BPO services and solutions for the largest brazilian company.
ATLASONLINE, a Royal Air Maroc company, delivers the best services in travel customer assistance since 1999. After it became a 100% owned company of Royal Air Maroc, ATLASONLINE developed its activities towards more sectors: hostelry, insurance, automobile industries … with a special knowledge in tourism. This experienced company proposes large multimedia services managing inbound and outbound interactions.
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AVISTA Media specializes in outsourcing and BPO of customer service. AVISTA Media consultants are available non-stop, 365 days a year, 7 days a week, 24 hours a day. They carry out daily around 4 000 conversations, which annually results in more than 1.5 million telephone calls received.
b2s, one of the French biggest multi specialist outsourcer, has decided to adopt Altitude uCI solutions to manage its contact centres. b2s dedicates its efforts to maintaining high quality standards in order to provide the best satisfaction and performance to their customers.
b2s develops multi competencies services such as Financial services, Technical support, Lead generation, Customers services … Altitude software suite has already been integrated to 350 positions on several sites in France and Morocco. Altitude uCI will supply predictive outbound interactions until they implement the rest of the 800 positions and help them improving their performance and the functionality they offer to their customers.
Nanterre, préfecture des Hauts-de-Seine (92) accueille plus de 90000 habitants sur 7400m2 de territoire. Cette ville située juste à côté de la Défense, l’un des principaux centres d’affaires en Europe.
Bouncopy is a service company that combines the joint versatility of a contact centre, the hiring of telephone positions, fulfilment and graphic arts in a hi-tech system for providing solutions for small, medium and large businesses.
Call Center Poland S.A, the leading outsourcing call center company in Central and Eastern Europe, specializes in providing high quality multilingual telesales, customer care and business process outsourcing services 24 hours a day, 7 days a week. As a near-shore/offshore contact center, Call Center Poland offers a range of solutions which significantly reduce clients’ operational costs without compromising quality.
Call One, an Umanis company, is a European supplier of international outsourcing of inbound, outbound and web-collaboration services which specialises in serving the Banking, Telecommunications and Utilities industry. Call One has helped organisations such as Toshiba, WorldCom, Editions Lamy, Konika and Crédit Agricole satisfy, retain and sell more to their prospects and customers through its three contact centres based in Villepinte (Paris outskirts), Pau, and Toulouse.
CCs Solutions has more than 16 years of experience in Mexico, Latin America and USA in the implantation, operation and commercialization as well as the optimization of contact centers, offering professional solutions through an ample range of integrated services.
Cloud 10 utilizes at home professionals coupled with leading edge technology and one of the industries most experienced management teams to provide market leading contact center solutions.
Contact Center services provider, this company belongs to Telemar Group, develops and implements complete services such as Customer Assistance, Telemarketing, Help Desk, Debt-Collection and Web Call Center.
Coriolis Service a développé une activité de gestion de la relation Client à distance pour le compte de tiers. Coriolis possède 6 centres d'appels en France et en Tunisie et 5 millions d'abonnés en gestion.
CRM Middle East was founded in November 2001 to provide expert Customer Relationship Management solutions to progressive companies that recognize the increasing advantage of customer-centric strategies. CRM Middle East works closely with clients to develop lasting loyalty programs and boost customer lifetime value. CRM Middle East is the exclusive BMW Call Centre for the GCC and the Middle East region since January 2002. Additionally, in February 2003, CRM Middle East also passed a quality audit conducted by BMW AG, Germany - Quality Department. CRM Middle East draws its expertise from its sister company, infas TTR, a leading market research and CRM solutions company that was established in 1995 in Frankfurt, Germany.
The CSU is among the largest Brazilian institutions. Its Business Units act: processing and management of automated payment means, infrastructure and management of third party contact center, billing and credit management cycle and Loyalty Programs full service provider.
Dedic is one of the largest Brazilian Contact Center companies and belongs to Portugal Telecom group. Dedic was created in the end of 2002.
E-Global is an outsourcer company from two Mexican public banks: Bancomer and Banamex. It offers services like Help Desk, Sales, Service to Credit Cards Users and bank agencies.
Easycare est un prestataire de service spécialisé dans la gestion de la relation client à distance. Créé en 2005, cette société est le n°1 du homeshoring en France (tous les télé-agents salariés travaillent depuis leur bureau personnel situé à domicile), Easycare permet à ses clients d’améliorer leur qualité de service et d’augmenter leur flexibilité tout en réduisant leurs coûts opérationnels.
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Euroccor operates its activities from Sofia, Bulgaria for the Belgian Market. Euroccor is not accidentally based in Bulgaria. This youngest member of the EU offers many advantages which will last for a long period according to several independent sources. Regardless whether they are dealing with small, medium-sized or big projects, they always handle your projects in an organized and flexible way. No company can grow without adapting to the altering technological and economic world.
Créé en 2001, Execom est un centre d’appels international situé à l’île Maurice et spécialisé en Télémarketing et en Gestion de la Relation Client à distance. Filiale du Groupe CIEL, la société compte aujourd'hui près de 200 salariés et travaille essentiellement sur le marché francophone pour lequel elle propose une large gamme de services.
Créé en 2001, Execom est un centre d’appels international situé à l’île Maurice et spécialisé en Télémarketing et en Gestion de la Relation Client à distance. Filiale du Groupe CIEL, la société compte aujourd'hui près de 200 salariés et travaille essentiellement sur le marché francophone pour lequel elle propose une large gamme de services.
Créé en 2001, Execom est un centre d’appels international situé à l’île Maurice et spécialisé en Télémarketing et en Gestion de la Relation Client à distance. Filiale du Groupe CIEL, la société compte aujourd'hui près de 200 salariés et travaille essentiellement sur le marché francophone pour lequel elle propose une large gamme de services.
FIKO is a Kristiansand, Norway based Application Service Provider, growing fast in the Nordic region, while providing companies with hosted contact centre services, within a portfolio of ASP solutions. It has recently adopted the Altitude uCI suite with the Altitude vBox to deliver reliable, cost-effective, fully functional call centre services. FIKO prospect Norwegian Contact Centre Outsourcer MAXMarketing needed to establish 70 agents in distributed locations around Norway. As MAX Marketing was in a startup phase, obtaining the capital investment to establish a conventional IP telephony infrastructure was a big problem to their business plan.
Frontliners is a leading, Altitude-powered contact centre outsourcing provider in the Kingdom of Saudi Arabia. The company provides both outbound and inbound teleservices for various business activities including lead generation, inbound customer service, help-desk, appointment scheduling, market research, surveys and client retention. Using the most advanced contact centre technology in the industry and qualified customer service representatives, Frontliners is dedicated to helping organisations increase their business performance and strengthen their customer service.
With a fast growth pace over the last couple of years, Global Call Center part of the SPG group is today firmly established as the leading contact centre outsourcing companies in Tunisia. The Tunis-based company implemented Altitude uCI in 2003 to sustain its growth and reduce its operational costs. The Altitude-enabled automated contact center was up and running in 3 weeks.
Com sede no município paulista de Bauru, o Grupo NP é um outsourcer que está há 18 anos prestando serviços recuperação de crédito e cobrança. Com filiais e associados que cobrem todo o território nacional, o Grupo NP, prima pela capacitação de seus agentes e pelo serviço diferenciado prestado a seus clientes.
The GSS Group is the market leader in CRM operating services, with the capacity for developing comprehensive services through all communications and contact channels at each and every stage of a Customer’s Life-cycle.
HRMall Inc., a subsidiary of Ayala Corporation, is a business process outsourcing company specializing in human resource services. Incorporated in June 2006, HRMall began operations in July 2006 as the HR and Payroll shared services center of the Ayala group. Its interim project was to serve the payroll and timekeeping requirements of close to 6,000 employees of Globe Telecom and its subsidiaries. HRMall’s software solutions are powered by PeopleSoft, the best-in-class and preferred enterprise software application of the majority of multinational companies worldwide, including more than 3 out of every 4 of the top 100 Fortune 500 companies. Today, HRMall has grown to become the HR outsourcing business of the Ayala group, serving six key operating subsidiaries of Ayala as well as offering its services to local and foreign commercial companies in the Asia Pacific region. It aims to improve the effectiveness and productivity of client HR organizations through service innovation. Its goal is to be the number one HR BPO player in Southeast Asia in terms of service innovation and employees served.
IVT was established in 2000, and is registered in Abu Dhabi, United Arab Emirates. Their core business is developing and deploying IT and Security Business Solutions and Services for small, medium and large enterprises.
Group Konecta was founded in 1999 with the creation of Konecta ContactCenter, becoming today one of the first Spanish companies of outsourcing services. The global services offered by the group, cover all the outsourcing needs, marketing and employment.
Com mais de 20 anos no mercado, a ML Serviços Financeiros, é reconhecida e respeitada como referência nas operações altamente especializadas de recuperação de crédito. A empresa tem base em São Paulo, mas conta com escritórios filiados, que permitem a atuação em todo o Brasil.
Momenta is a technology, media and telecommunications company working on the principles of outsourcing, knowledge management and human resource management. Momenta is proud to be one of the pioneers in the outsourced contact center business in the Middle East. Providing two platforms of Customer Acquisition Management & Customer Relationship Management, Momenta is able to drive fundamentals of customer communication through multimodal channels of telephones, web chat, email, fax and IVRs. Guided by strict service level agreements, Momenta supports several business that range from simple telemarketing to complex technical help desks.
1st operator in professional training, OFPTT provides training sessions in more than 170 activities from several sectors, including offshoring, one of Moroccan development opportunity. OFPTT invested in training 400 000 young people for 2007-2008 period and oriented its growth to attractive sectors for national expansion.
Founded in 1992, Optima specializes in customer relationship optimization for high-involvement purchase decisions and technically complex product/service categories. Providing support in North America and the Caribbean to insurance and financial service organizations, telecommunications and direct to customer energy sectors. Using inbound, outbound and self service Optima delivers a wide range of services to their customers, from sales, lead generation to help desk.
Portima is the global IT partner of insurance professionals and builds on an environment in which insurance brokers and insurance companies do business quickly and securely. Portima launched the brokers’ package BRIO for office management. The package is constantly being further extended and, in cooperation with users, adapted to the needs of a modern brokers' office.
Proximedia, an outsourcer in northern Quebec, Canada, has been providing their clients across Canada with bilingual quality customer interaction solutions for over 7 years. With a focus on ‘Customer Satisfaction”, Proximedia has quickly earned a solid reputation in the industry by offering a wide range of services related to telemarketing and customer service, winning awards such as “Outsourcing Call Centre of the Year” AMDRC and “Quality of Service” Rouyn-Noranda Chamber of Commerce & Industry. Proximedia has developed an expertise in Telecommunications, Financial Services and Fund-raising.
Receivable Management Services is a leading global supplier of receivable management services for over 160 years. Receivable Management Services has the experience, resources and advanced technology to provide solutions to cater all receivable needs in today's global economy.
Launched in 1993, this French outsourcing company has developed a large and flexible structure composed of about 300 teleoperators localised in 4 sites. Satel develops its business towards 3 main activities: leads generation, customer services, telemarketing. This customer oriented company reveals its high quality know-how for all sectors: telecom, banking, tourism, industry … and offers reactivity, flexibility and consistent reporting and results.
O Senarc Contact Center oferece soluções em contact center e recuperação de crédito há mais de 8 anos. Com a missão de sempre agregar valor aos seus clientes e buscar a melhoria de processos e serviços, a empresa se especializou na recuperação de crédito e presta serviço para grandes cliente em todo o país.
O Grupo Siscom emprega mais de 1.500 funcionários em 16 filiais localizadas nas mais importantes cidade brasileiras. Especializado na recuperação de crédito e cobrança, o outsourcer tem contact centers equipados com softwares integrados que garantem máxima eficiência e qualidade às operações.
SITEL is a leading global provider of outsourced customer support services which empowers companies to grow by optimizing contact center performance and unlocking customer potential.
Smart Link, Inc. is a subsidiary of Al-Khaleej Training & Education, the largest network of training centres in Saudi Arabia. Riyadh-based Smart Link is one of the biggest outsourcing call centres in the region with state-of-the-art technology and capacity to accommodate high volume of agents.
Spark Response is an outsourcing services provider focused on contact center and e-Commerce fulfillment. Spark wanted to provide a more effective and faster service, having three main criteria when selecting the technology provider: performance, compliance and cost. Following a comprehensive selection process, Spark chose Altitude uCI for its reckoned effectiveness in supporting contact centers to increase agent productivity, boost success rates for outbound campaigns and assure compliance with regulations.
TELAGcompany is a strong partner in customer contact by phone and external invoicing. We have over five decades of experience with innovative telephone services. For several years, we have supported our business partners with external invoicing services. With high personal engagement, our client-oriented team aims to provide a positive experience to each customer.
Competence, certificated quality and high flexibility are reliable indicators for a successful relationship. Our solutions are customized to the individual needs of small companies as well as of international companies
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TeleDirect understands the importance of leads to your company and that is why TeleDirect has always focused on capturing leads, getting those leads to you immediately, and remarketing those leads. Constantly striving to make the most of those leads in the most efficient manner possible, TeleDirect implements the latest technology advances to make the process as seamless as possible.
Established in 1978, Teleperformance is the global expert in contact center management, creating more value through a better customer experience. Their core business spans the full spectrum of CRM/BPO contact center solutions.
The Contact Centre, based in Ajman, United Arab Emirates is a contact management facility, Specializing in the delivery of a verge of Call Centre solutions, including outsourced services. Available on a 24*7 basis, they handle contacts over multiple communications channels, including telephony, facsimile messaging, and over the Internet (covering e-mails, text chats and web forms). Running off the latest in technological platforms, The Contact Centre brings to life the latest applications and industry practices tailored to meet the aims and objectives of our clients.
The Results Companies is a leading-edge customer contact solutions provider for many Fortune 500 and Fortune 1000 companies. Established in 1990, The Results Companies provides services through over 4000 CSR’s located in 20 locations worldwide. Results is an innovative organization with a proven track record in customer service and sales performance. With a foundation rich in technology and innovation, Results has developed systems designed to improve call management, thus enhancing service, performance and the customers’ overall end experience.
TM System is a Spanish telemarketing company based in Granada employing a variable number of around 50 people. At present, TM System is organized in three core areas all focusing in telesales campaigns for related to civic / social issues awareness and promotion ; recruit volunteers and members for NGO’s and organizations dedicated to social work and external campaigns, surveys, etc.;
TMKT is a brazilian outsourcer founded in 1991, and it´s considered one of the largest contact center services provider in Brazil.
Transcom WorldWide (www.transcomww.com) is Europe's largest Customer Relationship Management (CRM) solution and outsourced contact centre provider, with 41 service centres employing more than 12,000 people delivering services in 23 countries. With Altitude Software, Transcom offers a complete CRM solution in all its locations, with agent, IVR applications, predictive and power dialling solutions, call recording and workflow management solutions.
Founded in 2002, Trizma is the first company in Serbia and Montenegro to offer a complete range of call centre outsourcing services. The Belgrade-based company provides organisations with inbound and outbound interaction handling for customer service, debt collection, appointment scheduling, marketing campaigns and other CRM operations
A Via Call foi criada em 2005 para atender à operações de recuperação de crédito e cobrança e hoje conta com 200 posições de atendimento e um índice de recuperação em torno de 80%. Atende grandes clientes do setor financeiros e é considerada escritório modelo pelo Banco Santander, que tem operações realizadas pela empresa.
Founded in 2002 by an investor Group with more than 30 Companies in Brasil, it is today one of the largest Outsourcers in the Brazilian market.
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Walter services BPO is your powerful partner for all processes of the customer value chain. From sales to customer service They provide CRM-related solutions for the optimization of future and existing customer relationships. The base is more than three decades of experience, combined with industry knowledge in different industries and a wide range of multimedia services with sales of gravity.
Spécialisé depuis 1994 dans l'émission d'appels téléphoniques (prise de RV, télévente, détection de projet et réactivation de clients distanciés), Wato réalise principalement des actions de télémarketing pour le secteur des banques, assurances et organismes de crédit. Wato totalise 104 positions de travail et possède le statut de courtier en assurances.
Zajoul has been established since 1994 as a pioneer company in the field of communications. The company handles over 800.000 interactions per month in its Riyadh-based contact centre. Through the deployment of Altitude uCI, Zajoul achieved a first-year ROI of over 150 percent.
Altitude Software (www.altitude.com )
is the leader of unified customer interaction solutions, managing
dynamic contact centers independently of platforms since 1993.With about
900 customers in 60 countries, altitude strives for customer
satisfaction and is ISO 9001 certified for its worldwide support.
Altitude Software has won 40+ industry awards and it has been included
by Gartner in the industry Magic Quadrants since 2000. “Altitude uCI”
(unified customer interaction) is a software suite that manages in real
time enterprise functions like Customer Service, Help Desk, Collections,
Telesales, Surveys, etc. It is unique in accelerating the creation of
services and campaigns, thanks to the unified design studio, routing,
dialer, voice portal, desktop front-end, monitoring and analytics.
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