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Altitude uCI is a platform independent contact centre solution with a universal queue and full blended support for voice (inbound, preview, power and predictive dialling), IVR, email response management, Web collaboration and Web chat. Typical business activities powered by Altitude uCI include telesales, appointment scheduling, debt-collection, customer services, telebanking and lead generation.
Focus on world-class automotive service operations
Founded four years ago, CRM Middle East offers expert Customer Relationship Management solutions and a complete range of contact centre outsourcing services. The outsourcer provides inbound and outbound interaction handling for customer service, appointment scheduling, marketing campaigns and market research. CRM Middle East works on behalf of prominent companies with a specific focus on the auto manufacturer and dealership sectors. CRM Middle East is the outsourced call center for BMW in the entire GCC and Middle East regions since 2001.
"At CRM Middle East, our main goal is to improve the reliability and quality of service for our customers. Implementing Altitude's contact centre solution was critical to achieve that goal," commented Lina Zarifeh, Managing Director at CRM Middle East. "We evaluated several vendors and selected the Altitude uCI solution because of its rich functionality, Altitude's extensive implementation experience in the GCC region, as well as its reputation in the contact centre software industry. We look forward to collaborating with Altitude in an effort to set new customer service standards, specifically in the automotive service operations industry."
Improving customer satisfaction while boosting productivity
The new system provides multimedia real-time displays, giving information about inbound queues, current status and statistics, as well as list performance. CRM ME specifically uses Altitude Voice, a robust voice management application that provides intelligent handling of inbound and outbound calls and seamlessly synchronizes relevant data with each call.
The Altitude uCI solution ensures that relevant customer information is available from customer-based and enterprise applications to support agents during each call. Moreover, by reducing simple requests from customers and filtering high-valued customers, call centre agents at CRM Middle East can maximize contact time to improve service.
"Altitude uCI provides great flexibility and functionality that allow us to respond to our customers' needs in real-time. Call blending enables us to make more efficient use of agents, enabling them to switch from inbound to outbound calls as necessary," commented Lina.
"Auto manufacturers and dealerships are realizing the significant benefits that contact centre technology can deliver to improve the vehicle-owner experience while also reducing the costs of customer care delivery. We are pleased to partner with CRM Middle East to help them implement a world-class contact centre operation that addresses their unique business needs,"
said Riadh Boukhris, Altitude Software Vice President Middle East, Africa & South Asia.
Posted by Janeta Novakovic, Assistant News Editor
