In today’s challenging economical environment the customer care provided by many companies is seen not only as a differentiating factor, but also as a way to increase loyalty and excel in the service provided.
Technology is transforming how contact centers provide customer care. For example, segmenting customers according to their value and providing a myriad of interaction channels to choose from, available 24*7.
Altitude uCI supports contact centers in their quest to offer a better customer care by allowing them to interact using a myriad of interaction channels, such as the phone, email, SMS, web chat among others. Altitude Voice Portal enables customers to use an IVR menu to choose the appropriate option, decreasing waiting time and assuring a higher first call resolution rate.
Altitude uCI also provides a real universal queue, blending several media channels using your business logic. This is particularly important because the real time monitoring capabilities available on the Altitude uSupervisor assure a correct interaction management.
Empower the contact center floor
When interacting with a contact center, customers expect to find a proactive and knowledgeable agent. Altitude Unified Desktop allows agents to access a myriad of applications from the same desktop thus better serving customers. Altitude Unified Desktop can also integrate with back and front office applications providing agents with a unified customer view. Altitude Unified Desktop enables agents to handle the call from cradle to grave. Additionally, agents can use Altitude Knowledge Base to retrieve the right answer at the right time.
Segment customers
Customers have different levels of importance; therefore, cannot receive the same type of service.
Altitude Unified Routing segments customers based on their profile and value to the organization, assuring that high value customers receive premium service and the best available agent. Based on the profile and request typology, Altitude Voice Portal and Altitude Unified Routing segment all inbound interactions enhancing the customer experience and satisfaction.
Create cross and up sell opportunities
A well solved complaint can be transformed into to a successful sale. Altitude Desktop provides agents not only with timely and accurate information, but also with suggestions regarding cross/up sell opportunities.
Agents are able to take the interaction to the next level and, based on the customer profile, offer relevant products or services, thus increasing the customer lifetime value and loyalty to the company.
For too long, contact centers have be considered cost centers. Not anymore, as Altitude uCI provides the right technology to enable the contact center to move forward and positively contribute to the company’s bottom line.
Altitude uCI is a suite of customer interaction management solutions which includes a unique interaction control language and development environment, a strong outbound and predictive dialing solution, email servicing, Web chat and a consolidated view of the customer with massive campaign support. Interactions are routed using the same business rules, regardless of the channel chosen by the customer. We offer a modular but tightly integrated solution, where all modules were designed to work together but also to be deployed as stand-alone. We provide both thin and rich client architectures. For more information click here.
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.
Acquajet is a company dedicated to the distribution and sale of cooling and filtration water machines, and coffee machines, to businesses and homes. Today Acquajet is the market leader in the Iberian Peninsula and the fourth largest European company in this industry. The company’s income has grown exponentially in the last 10 years and it now has 75.000 clients, 43.000 points of sale and 270 direct employees. This growth trend led Acquajet to invest in Altitude Software’s technology to optimize sales management and increase new customer acquisition in the contact center.”
Adenclassifieds est une société qui répertorie des annonces sur internet dans le secteur de l’emploi, l’immobilier et la formation. Adenclassifieds est né de la fusion de trois sociétés le 30 septembre 2006, et bénéficie de plus de 19 ans d'expérience et d'innovations sur le marché des annonces classées sur Internet.
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.
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.
Alert TeleServices is the 24/7 assistance service provided by Securitas Alert Services Netherlands to its customers. Specialized in monitoring for businesses, corporations, institutions and private citizens, Securitas Alert Services monitors, reacts and resolves security threats so that customers feel safe and protected. The company develops, promotes, sells and delivers those services in collaboration with independent partners, suppliers and consultancy agencies.
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.
The Allianz Group is one of the leading integrated financial services providers worldwide. With nearly 155,000 employees worldwide, the Allianz Group serves approximately 75 million customers in about 70 countries. On the insurance side, Allianz is the market leader in the German market and has a strong international presence.
Amanco Brasil is a national industry of tubes, pipes, connections and sanitary accessories. The company has more than 2.000 items.
American Express (NYSE: AXP), sometimes known as "Amex," is a diversified global financial services company, headquartered in New York City. The company is best known for its credit card, charge card and traveler's cheque businesses.
Atento Marruecos, a subsidiary of the Atento group, is the leading company in the provision of customer relations management services rendered through contact centers or multichannel platforms (telephone, Internet, SMS…). The creation of Atento Marruecos dates back to early 2000, where the company started out in Casablanca with 185 operator positions. During its first year it focused on the Moroccan market and reached 500 positions. By the year 2001, another center was opened in Tangier with 475 operator positions focusing on the Spanish market. In 2004, Atento Marruecos maintained its leadership position in Morocco and gained ground in Spain and France, markets where it obtained 47 percent of their volume of business. This allowed the company to increase its staff by 10 percent, exceeding 1,000 employees.
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.
Founded in 1923, Banco de Guayaquil is one of the largest banks in Ecuador and provides services to individuals and companies.
Banco Itaú it is a private-owned bank with its headquarters in São Paulo, Brazil. It is now Brazil's major private bank, accounting for about 11% of the Brazilian market for retail banking services. It is the most important affiliate of Investimentos Itaú (Itaúsa), a large conglomerate that ranks among Fortune magazine's top 500 corporations in the world.
Banco Popular, the third largest financial services group in Spain has created a debt analysis and collection shared-services centre for the whole group (named CARI), equipped with Altitude uCI solutions. Banco Popular is formed by a national bank, five regional banks, and a mortgage bank. A network of more than 2,200 branches and 3,327ATM’s. Remote on-line channels: Internet Banking, Telephone Banking, E-Commerce, Wap, etc.
Santander upholds a unique position in international banking, with a sound recurrent commercial business foundation and a high degree of geographic diversification to guarantee future business. It is one of the world’s foremost banks in terms of market capitalisation.
Banque Saudi Fransi (BSF) is a Saudi Arabian Joint Stock Company, affiliated with Calyon of France, which is rated among the world's top ten banks by total equity. BSF is a full service commercial bank serving the local and international banking needs of its clients. It is a leading provider of comprehensive financial services and products in the kingdom of Saudi Arabia and other markets. BSF's high performance and wide customers base is reflected in its strong financial position.
Batelco Jeraisy Limited is a leading Internet service provider in the Kingdom of Saudi Arabia. Its main product, Internet services, is marketed under the brand name ""Atheer Internet Services"". The company's vision for Atheer is to sustain its leadership in the Internet business by providing complete solutions to individuals and corporate customers in the region. BJL Atheer is now positioning itself as a leading outsourcing multimedia contact center and an application service provider (ASP) in the Middle East.
Bayer is one of the main chemical-pharmacist's companies in the world and offers a wide range of products and services that include human and animal health (Bayer HealthCare), agriculture (Bayer CropScience) and innovative materials (Bayer MaterialScience).
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.
Brasil Assistência is a company from Grupo Mapfre, and began its activities in 1992. This insurance company assists, 24 hours a day, 64 corporate customers and is a reference in the Brazilian insurance market, and currently assists about 13 million users.
BRE Bank ranks among Poland’s leading investment banks and is one of the top providers of comprehensive corporate banking services. mBank and MultiBank are BRE Bank brands for its fast-growing retail banking divisions. mBank, the first “pure” internet bank in Poland, has become the leader in internet-based retail banking in Poland. MultiBank, established in the autumn of 2001, puts together internet-based banking and a network of specialized financial services bureaus. Multibank and mBank have recently extended their Altitude uCI solution in order to handle the fast-paced growth of their joint contact centre in Poland. Both banks share the same Altitudeenabled contact centre facilities, located in Lódz, Poland.
We are the world’s second largest quoted tobacco group by global market share, with brands sold in more than 180 markets. With over 300 brands in our portfolio, we make the cigarette chosen by one in six of the world’s one billion adult smokers. We hold robust market positions in each of our regions and have leadership in more than 50 markets.
Caja España is a financial institution born as a merger among five other banks, Cajas de Ahorros: Caja de Ahorros y Monte de Piedad de Palencia; Caja de Ahorros y Monte de Piedad de León; Caja de Ahorros Popular de Valladolid; Caja de Ahorros Provincial de Valladolid (1940); y Caja de Ahorros Provincial de Zamora.
Today, Caja España is the first financial company in Castilla and Leon, and one of the first in Spain, to use an advanced data processing system. Caja España has 538 branch offices greatly distributed throughout the Spanish territory, with 591 cashiers and a total of 2,761 employees.
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.
Cemex is a growing global building-solutions company that produces, distributes, and markets cement, ready-mix concrete, aggregates, and related building materials to customers and communities in more than 50 countries. Over the past century, Cemex has grown from a local player to one of the top global companies in this industry. Today, the company is strategically positioned in the Americas, Europe, Africa, the Middle East, and Asia. As one of the world's largest cement traders, Cemex maintains trade relationships with approximately 90 nations.
Centrosur is the biggest electricity company in Ecuador specialized in the distribution and commercialization of electricity.
CIMPOR, Cimentos de Portugal is the largest Portuguese cement group, operating in ten countries - Portugal, Spain, Morocco, Tunisia, Brazil, Angola, Cape Verde, Mozambique, China, Egypt and South Africa, involved in manufacturing and marketing cement, hydraulic lime, concrete and aggregates, precast concrete and dry mortars.
Cineworld Group was founded in 1995 by the current senior management team and is now one of the leading cinema groups in the UK. The Group currently operates 73 sites of which 70 are multiplex sites with five screens or more.
Circulos dos Leitores is the only book Club in Portugal. It was created in 1970 and main objectives is to provide a rich selection of titles to its associates. Each member receives a catalog with all available books to choose from in the comfort of the household.
Claas is one of the world’s leading companies in agricultural engineering. After nearly 100 years of experience in developing harvesters and balers, Claas concentrates on improving performance in the segments and keeping its equipment up to date from a technological standpoint. Today, more than 8 000 employees work for the worldwide branches and keep on promoting its quality machine and the tractor business.
Founded in 1977, Close Premium Finance (CPF) is the leading provider of premium finance products for the general insurance market in the UK and Ireland. The company is based in Subirton, a suburban area of London, has a sales channel network that consists of 3,000 insurance brokers and currently employs over 300 people, including 80 contact centre staff. CPF is part of the Close Brothers Group, the largest independent merchant group in the UK, and provides over £2 billion a year in insurance premium funding for private citizens and multinational corporations. The company’s contact center provides service to both business lines (brokers) and commercial lines (consumers) and uses technology as a cornerstone strategy in order to deliver customer service excellence.
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.
Since 1950, Club Med has developed a large organisation dedicated to leisure and travel. This tour operator offers a luxurious catalogue of destination all over the world. It proposes a wide range of sportive and cultural activities within its top of the range holiday’s villages. It is now enlarging its activities to sportive and fitness clubs within the cities.
The world is changing all around us. To continue to thrive as a business over the next ten years and beyond, we must look ahead, understand the trends and forces that will shape our business in the future and move swiftly to prepare for what's to come. We must get ready for tomorrow today. That's what our 2020 Vision is all about. It creates a long-term destination for our business and provides us with a "Roadmap" for winning together with our bottler partners.
Coca-Cola FEMSA is the anchor bottler of Coca-Cola and its related soft drink products in much of Latin America. The company is an important part of the Coca-Cola System. Specifically, Coca-Cola FEMSA distributes about 10% of the worldwide production of Coca-Cola products. This makes it, after Coca-Cola Enterprises the second largest Coca-Cola bottler in the world.
Commmercial Bank of Qatar is a trusted source of advice for companies wishing to establish or expand their business presence in Qatar. The bank provides trade & credit information services, and structured information on key economic sectors. Commmercial Bank of Qatar can also provide timely business intelligence on forthcoming projects and tenders issued.
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.
CooperVision is one of the world’s leading and fastest0growing manufacturers of contact lenses, currently the third largest manufacturer in the United States and worldwide.
From its network of facilities in 12 countries across five continents, and with the help of its practitioner partners, CooperVision markets a broad range of contact lenses throughout the world.
It entered the Spanish market five years ago through the acquisition of Vision Hydron Global Leader in Contact Lens Manufacturing Focused on Keeping High Levels of Customer Satisfaction with Retail Customers. CooperVision Spain recently became a pioneer among the company’s global subsidiaries, in the adoption of systems for making spoken communication possible between people and computers. Altitude Software and Loquendo, a leading provider of speech technology worldwide, implemented a Self Service solution at the Coopervision Spain Contact 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.
As a large retail bank, centred on the proximity banking, the bank insurance and the technological leadership, The Crédit Mutuel group is offering a comprehensive range of financial services to consumers, local professionals and enterprises. Second retail bank in France, the Crédit Mutuel group includes the banking network of Crédit Mutuel and its subsidiaries, of which the CIC. Its 58,380 employees and its 5,000 selling points, are serving 14,5 million customers, among whom 12,9 million private individuals.
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.
D&B is the world’s leading provider of business information and has been helping to enable business-to-business commerce for more than 160 years. The company’s world-leading database contains over 84 million businesses including corporate linkages on over 1.5 million business sites. With offices around the world, D&B collects information on businesses in over 200 countries, in 95 languages or dialects, representing 181 monetary currencies – which is why over 90 percent of the Business Week Global 1000 rely on D&B as a trusted business partner.
Dedic is one of the largest Brazilian Contact Center companies and belongs to Portugal Telecom group. Dedic was created in the end of 2002.
The opening of a small customs brokerage office in the port city of Santos was the kick-off for what Deicmar is today: a company continually focused on providing the best logistics service in foreign trade transactions to its customers. Over the years, it spread its activities to become one of the best companies in servicing import and export-related businesses in Brazil.
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Telefonia Dialog is one of Poland's largest independent fixed-line operators. Every day our consultants at the Call Center receive calls from those asking about the possibility to subscribe to our services. As of November 2003, this possibility is given not only to The Residents of the area where dialogue built its network, but also to all others interested in taking advantage of the competitive pricing of long distance and international calls, as well as connections to mobile phone operators by using prefix 1011. The dialogue network is being built on the area encompassing 13% of Poland's territory, inhabited by 6 million Poles.
Dexia is a Belgian-French financial institution, specialized in public finance. It was founded in 1996 through the merger of Crédit Communal de Belgique/Gemeentekrediet van België (founded 1860) and Crédit Local de France (founded 1987). The Dexia Group was founded as a dual-listed company, but in 1999 the Belgian entity took over the French entity to form one company. Dexia is a member of both the BEL20 and CAC 40 indices. The company is based in Paris, France.
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.
Edcon (Pty) Ltd is the leading clothing, footwear and textiles (CFT) retailing group in South Africa trading through a range of retail formats. The first Edgars store was opened on 6 September 1929 in Joubert Street, Johannesburg. Since then, the Company has grown to ten retail brands trading in over 1000 stores in South Africa, Botswana, Namibia, Swaziland and Lesotho.
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.
El Palacio de Hierro is a chain of department stores in Mexico that sells brands such as Chanel, Louis Vuitton, Burberry, Ermenegildo Zegna, Salvatore Ferragamo. The company has stores in Mexico City, Monterrey, and Puebla. El Palacio de Hierro is part of Peñoles Industries an important mining corporation in Mexico.
EMTELSA is a telecommunications business Medellín, Colombia that provides services to residential and corporate customers in the city. The company's extensive portfolio of services and advanced phone technology, television and Internet and has benefited thousands of users in the last decade.
O Estado de São Paulo, also known by Estadão, was founded in 1875 and it is one of the largest, more complete and traditional Brazilian newspapers.
Founded in 1972, Eurofarma is among the 10 larger pharmaceutical laboratories in operation in Brazil. The company began its activities through the production of medicines for other laboratories and years later started the production and commercialization of human and veterinary medicines with its own trade mark. Today, the company counts with a production of 80 million units a year and it is the 3rd. larger “Generic” laboratory in the country, according to the IMS Health Institute.
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.
Fitness First is the largest health club chain in Europe and the 2nd largest in the world, with over 1 million members. Fitness First was the first health and fitness company to float on the Alternative Investment Market. It then moved to the London Stock Market in 1999 with 31 clubs and has since expanded to 150 clubs in the UK, 128 clubs in Europe, 25 in the Far East and 27 in Australia. A total of 350 clubs make it the second largest chain of health clubs in the world.
Franklin Resources, Inc., is a global investment management organization known as Franklin Templeton Investments. Headquartered just south of San Francisco, in San Mateo, California with offices in 29 countries around the world. Franklin Templeton Investments offers investment solutions and services in more than 150 countries.
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.
Future Communications Company (FCC) has implemented the Altitude uCI solution in October 2004 to provide enhanced wireless entertainment services to Nokia customers through the use IVR technology. FCC is a leading provider of communications services in Kuwait and exclusive Nokia partner in the country .
G2R es una empresa especializada en la gestión global de riesgos dudosos. Pertenece al grupo empresarial Agrupalia BPO, fundado en 1981 y con una amplia experiencia en el sector de la externalización de procesos de negocio (BPO). Cuenta con la última tecnología en I+D, un equipo de profesionales con más de 15 años de experiencia en la gestión de riesgos y un modelo propio de gestión de activos (GIR® - Gestión integral de recobros) que les permite adecuar las mejores acciones en cada momento y para cada deudor. G2R dispone de delegaciones físicas en siete provincias, abarcando las necesidades de sus clientes en todo el territorio nacional. Éstos pertenecen a sectores muy diversos: Bancos, EFC’s, fondos de inversión, telecomunicaciones, utilities, etc.
G2R es una empresa especializada en la gestión global de riesgos dudosos. Pertenece al grupo empresarial Agrupalia BPO, fundado en 1981 y con una amplia experiencia en el sector de la externalización de procesos de negocio (BPO).
Cuenta con la última tecnología en I+D, un equipo de profesionales con más de 15 años de experiencia en la gestión de riesgos y un modelo propio de gestión de activos (GIR® - Gestión integral de recobros) que les permite adecuar las mejores acciones en cada momento y para cada deudor.
GEMY is the first mono car dealership in France. It is present in 18 regions, selling the Peugot brand, from the West to PACA and offers a myriad of services to both personal and business target segments, including: sale of vehicles, repairs, spare parts and renting.
Gimba is a retail company specializing in office stationary, computers (PCs), and electronics. The company decided to acquire Altitude uCI due to the increase of interactions, customer service improvement and more sale revenues.
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.
Depuis 1949 le Groupe GHI accompagne les territoires de la région Nord Pas-de-Calais dans leur développement économique et social. Le groupe GHI propose en location plus de 3000 logements sociaux auxquels s’ajoutent 640 nouveaux logements chaque année. Le group GHI est expert dans les domaines de la gestion locative, de la gestion du patrimoine, du développement immobilier social et privé.
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.
Habitat du Nord is a French public service organization that promotes access to affordable housing for modest-income households. This regional Housing Council receives several hundreds of calls from tenants everyday, wishing to obtain rent account details or requiring technical intervention. With Altitude uCI in place, the quality of service at Habitat du Nord has increased significantly, with more than 90 percent of first-call resolution rates. Habitat du Nord was recently honoured with the prestigious 2004 « Casque d’Or » award for best customer support in the French public service.
The HOSPITEN Group is an international private hospital network, dedicated to the provision of a healthcare service of the highest calibre. It currently has twelve hospitals in major cities and tourist resorts in countries such as Spain, the Dominican Republic and Mexico. All these hospitals are equipped with the latest technological developments in the fields of medicine and management, and staffed by a team of recognised professionals who ensure the highest level of medical care.
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.
The HSBC Group, one of the world's largest banking and financial services organizations, had its beginnings in Hong Kong more than 140 years ago. Today, the HSBC Group has over 10,000 offices in 82 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa. At the Group's core around the world are domestic commercial banking and financial services, which fund themselves locally and do business locally. Highly efficient technology links these operations to deliver a wide range of international products and services, adapted to local customers' needs.
The Office of Support to Small and Medium Enterprises and Innovation, IAPMEI is the main supporter of micro, small and medium enterprises in the industrial, commercial, services and construction sectors. It’s their mission to negotiate favorable conditions for the strengthening of entrepreneurial spirit and competitiveness.
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
The IKEA story began in 1943 in Sweden. Since then, the IKEA Group has grown into a major retail experience with 123,000 co-workers in 25 countries/territories generating annual sales of more than 21.5 billion euros. At IKEA, the vision is to create a better everyday life for the many people. The business idea supports this vision by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible will be able to afford them.
Ingle International has been specializing in insurance, financial, emergency assistance and healthcare products and services since 1946. Ingle was created by insurance, financial and health care industry professionals with a great deal of experience in designing, developing and marketing student, health, life, travel, property & casualty and investment products in North America and worldwide. Ingle International and Imagine Financial Ltd. provides access to insurance and health care products and services to suit the needs and budget of our client groups.
Insudiet est le spécialiste du régime médicalisé en France. Entreprise vivante, Insudiet emploie depuis 20 ans des médecins nutritionnistes, scientifiques, ingénieurs agronomes, experts en nutrition, en sécurité alimentaire et des chefs étoilés. Tous ces experts pluridisciplinaires associent leur savoir faire au laboratoire de recherche et développement pour concevoir et développer des produits et programmes nutritionnels.
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.
Jazztel is a leading telecommunications and data transmission carrier with its own infrastructure in Spain. The company offers broadband solutions for voice, data and Internet traffic geared towards residential and bussiness markets.
JM Bruneau is the French leader in providing office’s furniture and supplies directly to the customers via catalogue and online selling. The company proposes to all the professionals - enterprises, administrations, liberals, associations … - a wide choice of 15 000 references answering all their needs. For more than 50 years, it has dedicated its know-how, its efficiency and its performance in the customer’s satisfaction.
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.
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
The A.P. Moller - Maersk Group is a worldwide organisation with more than 110,000 employees and offices in over 125 countries – with global headquarters in Copenhagen, Denmark. In addition to owning one of the world’s largest shipping companies, they are also involved in a wide range of activities within the energy, shipbuilding, retail and manufacturing industries.
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.
Mauritius Telecom est l’opérateur de télécommunications historique de l'île Maurice. Cette compagnie nationale, partiellement privatisée, offre plusieurs services dont la téléphonie fixe et mobile, l’accès à l’internet et gère des centres d’appels. Issues de la fusion de deux départements paraétatiques, l’Overseas Telecomunication Services Ltd et le Mauritius Telecommunication services Ltd, en 1992.
A unique contact center has been launched in Saudi Arabia to support MAWHIBA in enhancing service levels and increasing efficiencies. Established in 1999, MAWHIBA’s vision is to foster a creative society with a critical mass of gifted and talented young leaders who are innovative, highly educated and well-trained to support the sustained growth and prosperity of the Kingdom of Saudi Arabia. To achieve such vision, MAWHIBA developed a comprehensive strategy to establish an innovative and world-class education system for gifted students across the Kingdom. Located in Riyadh, MAWHIBA’s contact center is powered by the award-winning Altitude Software solution.
Maxcom is a telecom company that offers Local Telephony services, Long Distance, Voice IP, Data, Internet and Television. The company was founded in 1996 by a group of managers and investors to provide Mexico with the state-of-the-art and efficient option in telecommunications.
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.
Mutua Madrileña is Spain’s leading insurance company in both profitability and solvency. Its portfolio consists of approximately 2,600,000 policyholders distributed within its different operating branches. It currently caters for cars, motorbikes, life, health, legal defence, home, death, illness, care, unemployment benefits and accidents. Mutua Madrileña is the most profitable and solvent insurance company in Spain.
The National Bank of Abu Dhabi (NBAD) was incorporated in 1968 to serve as Banker to the United Arab Emirates Government and the Emirate of Abu Dhabi. It also fulfilled the role of the Central Bank till the formation of the currency board in 1975. NBAD is today the number one bank in the United Arab Emirates. The bank has an Altitude-enabled call center, to cater to customers queries any time of the day. Customers can do a variety of transactions over the interactive voice system, or if they prefer, speak to a NBAD Customer Service Representative (CSR) anytime between the transactions.
NSB AS is one of Norway's most important transport companies, with traditions going back to the opening of the first railway in Norway in 1854. Operating since 1854, NSB Rail way Norway is the most prominent railway in Norway. NSB primarily services passenger traffic with local, intercity and long distance rail routes. For most of it s existence, NSB AS is owned by the Norwegian Ministry of Transport and Communications. The NSB Group's main activities comprise passenger traffic on trains and buses and freight traffic on railways. The Group consists of a number of wholly owned and partly owned subsidiaries.
With strong circulation, "O Globo" is one of the three biggest and more influential national dailies in Brazil.
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.
Established in 1997, Omega Direct Response (Omega) is a global provider of outsourced call center services. Omega is one of the pioneers of near and offshore contact center services with delivery centers in Canada, Mexico and India providing state of the art, customized solutions. Specializing in inbound, outbound and multilingual support, Omega can design and implement a wide spectrum of call center initiatives ranging from inbound customer care, sales and help desk to outbound services along with in-language services in Spanish, French, Mandarin, Cantonese, Hindi and other languages.
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.
Organon is one Brazil's pioneering pharmaceutical companies since 1940. The company develops, manufactures and sells innovative medicine that betters health and quality of life.
Clínica Nª Sª del Perpetuo Socorro, located in Las Palmas, Grand Canary, is one of the most technologically advanced Spanish hospitals, not only in terms of amenities and services, but also in terms of internal processes, medical histories, and patient relation management. The Clinic provides services to private or insured patients, and maintains agreements with the Canarian Service of Health.
In France Peugeot has a network of 2,800 new and used car dealerships and approved repairers that offer services, parts and accessories to maintain, repair or customize the Peugeot vehicles. To improve the spare parts availability within the network, logistical platforms are deployed and progressively equipped with call centres. Six of them are already using Altitude uCI to perform their operations (OPAL, GEMY PR, PGA-ABCIS, METIN, BAILLY, MARY).
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.
Procco Financial Services has been established in Bahrain by The International Investor (TII), a leading financial shareholding company in Kuwait. Licensed by the Bahrain Monetary Agency, Procco provides a full range of Sharia-compliant services and transaction processing, both to TII companies and to others wanting dedicated Sharia- compliant ‘back offices’ supporting their financial products.
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.
BNI's ability to adapt to environmental, socio-cultural and technological advances is reflected through the continuous refinement of its corporate identity over time, which signifies the Bank's dedication and commitment to continuous improvement of performance.
Created in 1979, QAMA became in 28 years the 1st French network to wholesale hardware and layouts for furniture suppliers, joiners, kitcheners and space organizers. Qama markets approximately 30 000 products, distributed in 6 universes: inside layouts, decoration, technique, finishing off, building and tools.
With its network in Central and Eastern Europe (CEE), Raiffeisen International Bank-Holding AG is one of the region's leading banking groups. Raiffeisen International is a fully-consolidated subsidiary of Raiffeisen Zentralbank Österreich AG (RZB). Raiffeisen International manages subsidiary banks, leasing companies and a number of other financial service providers in 17 markets of the region. Nearly 59,000 employees serve about 15 million customers in more than 3,100 business outlets. This presence provides Raiffeisen International with the most extensive and closely-knit distribution network of the international banking groups active in the region.
It is Spain’s largest group specialising in trade press. Reed Business Information (RBI) is part of the international group Reed-Elsevier. RBI provides its customers with the most efficient communications channels: trade journals, updated directories, e-newsletters and websites. A wide range of products that are supplemented by a customised offer in consultancy services, direct marketing campaigns, professional development courses and symposia, as well as event organisation.
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.
RIAC (Rede Integrada de Apoio ao Cidadão) is a partnership between the Azores and Central Goverment aiming at facilitating the population access to all public administration services. Citizens in the Azores nine-island can interact with RIAC using either the web site, with a vast choice of contents or through the Contact Center which can be accessed via phone, internet or email.
Sanofi Pasteur is the vaccines division of sanofi-aventis Group. A world leader in the vaccine industry, sanofi pasteur offers the broadest range of vaccines protecting against 20 infectious diseases. The company's heritage, to create vaccines that protect life, dates back more than a century. Sanofi Pasteur is the largest company entirely dedicated to vaccines. Every day, the company invests more than EUR 1 million in research and development.
Saudi Swiss Securities is a financial services company headquartered in Riyadh, Kingdom of Saudi Arabia. Saudi Swiss Securities is licensed by the Capital Market Authority (CMA) to provide brokerage services for Saudi securities. In the near future, the company hopes to extend its activities to include additional services and products, including Equity Research, Investment Banking, Private Banking, and Asset Management services, as soon as further approvals are received from the authorities. Working with Credit Suisse, one of the company’s international shareholders, and drawing on their global investment expertise, Saudi Swiss Securities will further expand services to provide a one-stop-shop for its clients’ global investment needs.
The global leader in security, Securitas has consolidated its position as one of the leading companies in Spain in private security. It belongs to the Securitas Group, a multinational of Swedish origin.
Securitas Direct is a Swedish company dedicated to provide security services to consumers and businesses. The Spanish subsidiary is the market leader with more than 550.000 clients and 135 delegations all over national territory, and manages the South Europe region - including Spain, Portugal and France. Having achieved outstanding sales growth in the last few years, Securitas Direct Spain’s Contact Center went from 20 to 135 agents and there was a clear need for a new platform to make processes and services execution more flexible and quick. For that purpose, Securitas Direct chose Altitude Software’s solutions.
Seguros RGA is part of the Grupo Caja Rural, the fourth largest financial group in
Spain, with more than 4,000 offices throughout the country, 14,000 employees
and more than 7.7 million clients.
The Ministry of Finance performs public administration tasks related to: the state budget; determining of consolidated balance of public revenue and public spending; system and policy of taxes, tariffs and other public revenue; public expenditure policy; management of available public funds of the Republic of Serbia; public debt and financial assets of the Republic of Serbia.
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.
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.
Spanish Red Cross main activities are social care, health services, international co-operation and emergency response. Its regional and provincial offices have open, participative structures and an organisation culture that emphasises the value of volunteering. To meet this challenge, Altitude Software deployed Altitude uCI 7, supported by a ""pure IP"" communication infrastructure, integrated with PABX´s from two different vendors and using IP phones. The new Red Cross contact centre is a multichannel solution already, with inbound and outbound voice, fax and email, but is scheduled to integrate chat and Web collaboration, adding to a complete multichannel solution totally integrated with existing corporate applications. In the future, the Red Cross will extend the Contact Centre to remote agents to promote the participation of home based volunteers and handicapped people.
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.
SSQ Financial Group is a leading Canadian financial institution offering to its customers products and services in four sectors of activity including group insurance; investment and retirement; property & casualty insurance; realty management, promotion and development. The company stands out in the Canadian financial services sector for remaining determined to maintain its mutual status. Because its clients are also co-owners, SSQ has always made the quality of its customer service its priority. Satisfaction and renewal rates clearly reflect member appreciation - they are the highest in the industry.
Stock Uno is a Spanish company founded in 1994 to provide full merchandising and logistics services. It has a network of 1200 traders who operate in the largest distribution chains and hypermarkets in Spain and Portugal which, interconnected by PDA’s are in charge of the product and promotion in the points of sale (hypermarkets, supermarket chains and shops). This makes it possible for the manufacturer / distributor to control the life cycle of his product and its promotion, thereby increasing sales.
Telefónica is a world leader in the telecommunication sector, with presence in Europe, Africa and Latin America.
Telefónica is an integrated carrier with one the largest market shares outside of its original market and is the leading carrier in the Spanish-Portuguese speaking market. Thanks to this, it is on its way to becoming the leader among multi-service and multi-domestic providers.
Since 1981, Telelangue has trained over 200,000 employees in more than 8,000 companies worldwide. N°1 of the language education within enterprises, Telelangue is a pioneer of language courses by phone and has also innovated Internet education. Telelangue’s success is mostly due to its innovative teaching approach where the teaching roles are distributed between the teacher, the student and the learning tools at their disposal.
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.
Teva Pharmaceutical Industries Ltd., laboratoire pharmaceutique international, développe, produit et commercialise des médicaments génériques, des médicaments innovants ainsi que des principes actifs. Le siège du groupe est situé en Israël où Teva est le 1er laboratoire pharmaceutique. Teva a d'importants moyens de production, recherche, marketing et distribution en Israël, aux Etats-Unis et en Europe. Avec 100 ans d'expérience dans l'industrie pharmaceutique, Teva bénéficie d'une solide présence internationale grâce à ses filiales.
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 Saudi British Bank (SABB) is one of the leading banks in the Kingdom of Saudi Arabia, with its head office in Riyadh. SABB is an Associate company of the HSBC Group, one of the world's largest banking and financial organizations.
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.
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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