Media companies relay heavily on customer feedback to keep up to trends which may affect their editorial line and the overall direction of the business. Interaction channels these allow these companies to maintain a close link with the public and develop a strong and loyal relationship.
This industry is also a very competitive. Traditional media are suffering from advertising budgets erosion due to the appearance of new media, especially online, adfdressing specific niche markets, which cannibalize on the market share, pushing established companies to enlarge their audience.
Contact centers are proving to be an excellent tool to support customer strategies, not only by providing a myriad of interaction channels but also a way to contact a new and broader audience.
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.
Related Case Studies
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.
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.
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.
Folha de São Paulo, known as Folha, is a Brazilian newspaper edited in the city of São Paulo. It was founded in 1925. Beside O Estado de São Paulo, O Globo e Jornal do Brasil, Folha is one of the most important newspapers of Brasil.
With strong circulation, "O Globo" is one of the three biggest and more influential national dailies in Brazil.
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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