Egypt-based C3 reaches new heights with Altitude Software

With the Altitude uCI suite, C3 realized fast efficiency gains that included 82% boost in contact centre productivity and 38% reduction in customer service professional (CSP) training costs. Altitude uCI is a Customer Interaction Management (CIM) solution that enables organizations to improve contact centre productivity while increasing customer retention and revenue generation. Altitude uCI provides a full blended support for voice (inbound and outbound), IVR, email, Web collaboration and chat.

Addressing Egypt's key target: to be the land of Global Offshoring

Major analysts agree that Egypt is clearly making a pitch to be the next offshore outsourcing hot-spot. The country's numerous foreign language skills and low labor costs specifically put Egypt in a strong position to compete with Eastern Europe and the Indian sub-continent.

Founded in 1999, The Call Centre Company - C3 is at the cornerstone of this fast-growth trend by providing outsourced contact centre services that strengthen relationships and boost revenues on behalf of its customers. This major outsourcer took the initiative in 2000 to be the first Contact Centre outsourcing operation in Egypt. Today, the company has grown to 600 agents serving fortune 500 companies worldwide in more than 8 languages. "As organizations around the world strive to improve the quality of their processes while managing their bottom lines, Business Process Outsourcing (BPO) has become the new imperative", explains Ahmed Naguib, C3 Business Development Director. "C3 is the leading provider of third-party offshore BPO in Egypt. We have gained extensive experience in running multi-channel service operations from numerous countries such as Belgium, France, and the USA and we believe world-class contact centre technology can help us in keeping us at the top of the Egyptian CRM outsourcing industry".

The Challenges

C3 needed to improve the overall effectiveness of its contact centre and increase the productivity of its operations. The specific requirements of the Cairo-based outsourcing company were the following:

• The extensive real-time reporting capabilities were key to ensure the overall effectiveness and efficiency of specific campaigns.

• Flexibility to modify front-office applications, as it was rather difficult to make such changes and to have agents duly trained with the changes.

• Swiftly automate outbound telesales and debt-collection campaigns, so as to boost productivity and efficiency within the contact centre.

"Our international and local customers expect us to provide cost-effective and innovative contact centre outsourcing services tailored to their regional markets. Altitude uCI provides the ability to easily and quickly design all kinds of business applications, across multiple channels. The solution showed immediate results after the first business campaign was launched," added Naguib.

C3 specifically uses Altitude's Unified Dialing tool, which supports various outbound dialing modes - preview, power, predictive and call classifier. Easily customizable scripts, running on C3 agent applications, give them the necessary information to interact with callers while getting them quicker up-to-speed. By using state-of-the-art outbound dialing technology, C3 has been able to increase the overall productivity of its telesales and debt-collection campaigns by over 82%.

"This latest installation in the MENA region demonstrates the strength of the strong relationship developed between Altitude Software and the region's largest and most profitable contact centre operations," commented Riadh Boukhris, Altitude Software vice president MENA. "C3 is a great example of how organizations are leveraging Altitude's solutions to boost contact centre productivity while maintaining the flexibility to quickly create complex front-office applications," added Luc Cavelier, Altitude Software vice president Northern and Central Europe.