Thursday, 29 June 2017

Altitude powers TeleDesk business growth

Altitude Software
Monday 07 September 15

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that Teledesk, a financial services BPO company in Belgium is reporting increased business growth powered by Altitude uCI 8 customer interaction management solution. Teledesk, a part of the Innovation Group, is a company specialized in supporting the financial services industry (with a focus on insurance companies and brokers) in handling business processes such has customer service…

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that Teledesk, a financial services BPO company in Belgium is reporting increased business growth powered by Altitude uCI 8 customer interaction management solution.

Teledesk, a part of the Innovation Group, is a company specialized in supporting the financial services industry (with a focus on insurance companies and brokers) in handling business processes such has customer service, claims management, telemarketing, etc. It provides over 300.000 telemarketing calls per year; receives more than 1800 calls per day and handles an estimated 7000 claims, from A to Z, per year.

Altitude uCI 8 manages outbound campaigns for Teledesk on behalf of insurance companies

Teledesk is using the Altitude uCI 8 solution primarily to manage outbound campaigns on behalf of insurance companies. “The Altitude solution has enabled Teledesk to take on bigger customers and more campaigns that are more complex in their requirements, segmentation and follow-up” remarks Tijs Corneillie, Information Technology Manager at Teledesk. “It has helped us increase productivity and we profited from the scripting, reporting and monitoring capabilities to strengthen our ability to deliver high quality services”.

The insurance industry and insurance sales in Belgium is the subject of complex regulations and detailed legislation requiring specific certification and training. The Altitude uCI 8 solution also helped Teledesk streamline training and improve quality assurance through detailed monitoring and reporting of agent’s daily work.

Altitude uCI 8 proves flexible and resilient

At present, the company is working with Altitude Software in extending the solution to inbound work and to include chat capabilities. “Altitude Software has been very supportive of our business needs and the solution has proved to be a very flexible, resilient platform for a business with quite complex requirements” stated Mr. Corneillie.

Altitude uCI is a complete, modular contact center software solution that provides all the functionality required to provide customers with the best experience. Altitude uCI 8 has been making a difference at Teledesk as multiple campaign creation, replication and management becomes faster and more intuitive. New management and reporting features also help achieve compliance and deliver better business results, while using powerful predictive, power and preview dialing solutions.

Altitude uCI solutions improve business results by enabling a strategic control of outbound campaigns and offering contact center management the right tools to
manage and monitor multimedia contact center operations, performance, and the outcome of activities in real time. It is a complete, customizable contact center software platform that adapts to a wide range of business needs in the contact center.


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