It is unquestionable that utilities play an important role in our daily life. When you turn the switch on you expect to get light or when you open the faucet you expect to get water. When you don’t, you want to reach your provider as soon as possible.
That is why so many utilities have upgraded their contact centers to provide the best possible service. Many utilities are also adopting a proactive customer service approach to facilitate the communication at unexpected peaks such as a natural phenomenon disasters or the need to quickly contact thousand of customers in a very short time frame.
For example, if power is down and you know that your customers will be calling the contact center, you can proactively set up an IVR with an automatic message or implement an automatic outbound campaign, using the IVR, informing customers about the situation.
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 and provides managers with the tools to centrally design and deliver flexible service-delivery models that profit from increased agent productivity. For more information click here.
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Air Miles, one of the world's leading multi-participant loyalty programs, has improved call handling and boosted member satisfaction through the use of advanced IP contact center technology. Located in Dubai, UAE, the Air Miles contact center is powered by the Altitude Software solution which provided the UAE-based company with a wealth of advanced contact center features, such as voice portal as well as unified centralized monitoring, queuing, routing and reporting.
Al Tayyar Travel & Tourism Group was established in the beginning of 1980 as a limited liability company to conduct business in the fields of travel, tourism and cargo. The Group is today considered one of the biggest travel and tourism companies in the Kingdom of Saudi Arabia and the Arab countries. The Group has been transformed by the Saudi Ministry of Commerce into a joint-stock company. The Riyadh-based contact center handles multichannel customer interactions by telephone (inbound / outbound), email, and Web. Business operations within the contact center include reservations, update on special travel packages and telemarketing campaigns related to the travel industry.
Depuis 95 ans, Alcéane assure ses missions de service public et de bailleur social pour loger les personnes aux revenus modestes. Afin de mieux répondre aux attentes de ses locataires, Alcéane diversifie son offre de logements et améliore la qualité du cadre de vie des prestations par la mise en place d’opérations de réhabilitations et de résidentialisations. Avec un patrimoine de 16.000 logements, Alcéane est le premier bailleur social de l’agglomération havraise et loge aujourd’hui plus d’un quart de sa population.
Centrosur is the biggest electricity company in Ecuador specialized in the distribution and commercialization of electricity.
Electricidade dos Açores (EDA), is Azores electric power distribution company. As a wholesale production, acquisition, transport, distribution and supply of electricity utility, EDA provides electricity to 300.000 people in the nine-island, portuguese archipelago in the northern Atlantic Ocean.
EDP is the largest electricity company in Portugal and one of the Top4 in Iberia, having a strong presence on electricity generation, distribution and supply. EDP also acts in the gas sector, being the second largest player both in Portugal and in Spain. In Brazil, EDP is present on the electricity generation, distribution and supply through EDP - Energias do Brasil.
Iberdrola is one of the world’s leading private energy groups with a presence in approximately 40 countries and on four continents. It is the largest wind energy producer in the world, with 4,100+ MW; one of the leading international developers, of combined cycles, with approximately 10,000 MW under management; the lowest-emission generator in Spain, and one of the most environmentally-respectful in Europe: 247 grams of CO2 per kWh in 2006
As one of Northern Africa’s leading postal group, La Poste Tunisienne occupies a key strategic role in Tunisia and through its three core areas the group provides links between individuals, businesses, their customers and suppliers thereby stimulating the Tunisian economy. Today, the Tunis-based contact center handles blended media customer interactions taking advantage of the benefits associated with a blended contact centre environment and offering key benefits to La Poste Tunisienne. Agents can view the all the information that the contact center has about the customer
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.
Repsol YPF is an international integrated oil and gas company, operating in over 30 countries. It is the leader in Spain and Argentina, one of the ten largest private oil companies in the world and the largest private energy company in Latin America in terms of assets.
The NMBS / SNCB, the National Belgian Railway Society, is a 100 % daughter company of the SNCB Holding. Within the Group it is the railway transporter for both freight and passengers. The main assignments of the NMBS / SNCB are the domestic and international passenger transport by rail, freight transport by rail and also providing the associated logistics.
SNCF est le réseau national de chemins de fer en France. Avec un réseau de chemins de fer de 30.990 km, la SNCF et ses 238.000 salariés sert 1 milliard de voyageurs par an et transporte 125 millions de tonnes de marchandises.
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Sodexo designs, manages and delivers comprehensive On-site Service Solutions
for our clients with services that range from foodservices to construction
management, reception to the maintenance of scanners and laboratory equipment,
management of data centers to leisure cruises and from housekeeping to
rehabilitation services at correctional facilities.
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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