SITEL Chooses Altitude uCI as a Worldwide Customer Interaction Management Standard

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Leading outsourced services organisation with over 90 global contact centres selects Altitude uCI for customer interaction management. SITEL and Altitude Software expand their partnership to pursue market opportunities globally.

Altitude Software, a leading independent contact centre solutions vendor, announced today that Altitude uCI has been selected by SITEL, a leading global provider of outsourced customer support services, for its global customer interaction management (CIM) needs. The two companies also are expanding their partnership to pursue market opportunities globally. Altitude uCI is a platform independent contact centre solution with a universal queue and full blended support for voice (inbound and outbound), IVR, email response management, Web collaboration, and Web chat. "At SITEL we are committed to providing our clients with the best quality global service," stated Niall Andrews, SITEL Corporation, Senior Vice President, European Technical Services Director. "Altitude's reliable, proven contact centre solution will support our continued growth and further enhance our quality customer service."

Global outsourced customer support services strategy powered by Altitude uCI.

On behalf of many of the world's leading organizations, SITEL designs and improves customer contact models across its clients' customer acquisition, retention, and development cycles. The company has over 34,000 employees in 91 global contact centres to serve customers in 55 countries. Altitude Software has already successfully deployed its CIM solution at several SITEL contact centre sites throughout the world including Belgium, the Netherlands, Mexico, and Sweden. "As a worldwide leader in CRM outsourcing services with millions of customer interactions processed each day, we needed a contact centre solution, and a provider, that could support us globally," commented Doug Pontious, Global CTO of SITEL Corporation. "Altitude Software has a clear understanding of our demanding contact centre outsourcing business and the challenges that we regularly face. Our decision to expand our partnership globally reflects the level of confidence we have in their teams." Mr. Gastão Taveira, Altitude Software's CEO, stressed the importance of the agreement: "Our award-winning contact centre software solution is continuing to experience strong market adoption worldwide, particularly in the fast-growing outsourcing market segment. We are delighted that a global company like SITEL is selecting Altitude uCI to boost contact centre performance and service excellence throughout its worldwide operations."

Leading edge outsourcing in a very demanding market.

SITEL Netherlands is a good example of an Altitude-enabled site in Europe. In its 450-seat, Eindhoven-based contact centre, SITEL Netherlands recently implemented Altitude uCI 7 to provide state-of-the-art sales, marketing, and customer service operations. SITEL Netherlands is the company that carries out SITEL's leading activities in the Dutch market. The outsourcing company specifically uses Altitude's outbound campaign management tool, which supports different outbound dialling modes such as preview, power and predictive dialling. With the Altitude uCI suite, SITEL Netherlands realized fast efficiency gains that included a significant boost in contact centre productivity, and a major reduction in agent training costs. "Our customers expect us to provide cost-effective and innovative CRM outsourcing services tailored to the Dutch market. Altitude uCI provides the ability to easily and quickly design all kinds of business applications, be it inbound or outbound, across multiple channels. The solution showed immediate results after the first campaign," commented Hilde Verdoodt, Managing Director at SITEL Benelux.

Expanding the relationship to pursue fast-growing market opportunities globally.

SITEL and Altitude Software will enhance their key positioning in the rapidly growing contact centre market, which, according to industry analysts, is worth $250 billion annually. Under the agreement, the two companies will work together on joint marketing and sales initiatives focused on broadening their customer base. Customers will enjoy the ability to one-stop shop and improved access to leading multimedia contact centre solutions for their CRM initiatives. "This global partnership agreement will focus on exploiting the key synergy between Altitude's contact centre solution and SITEL's experience in successfully managing world-class CRM outsourcing operations," explained Luc Cavelier, Altitude Software vice president Northern & Central Europe. "We already have a fruitful business development relationship with SITEL, having worked closely with them in numerous projects in Europe and Latin America. With this new agreement," concluded Cavelier, "We are now expanding the partnership to pursue market opportunities globally."

About Altitude Software

Altitude Software is a leading independent contact centre vendor with the Altitude Unified Customer Interaction™ (Altitude uCI) product line. Altitude uCI is a customer interaction management solution with full blended support for voice (inbound and outbound), IVR, email, Web collaboration, and Web chat. Typical business activities powered by Altitude uCI include telebanking, debt-collection, customer services, lead generation and telesales. The Altitude uCI solution manages and improves customer relationships for each new interaction in a wide range of contact centres, from SMBs to large multi-site organisations. Altitude Software serves over 650 customers (with more than 130.000 licences) of all sizes in 57 countries worldwide, both directly and through a wide network of partners. Altitude Software has 11 Offices in four continents. Please visit Altitude's website at http://www.altitude.com for further information.

About SITEL

SITEL is a leading global provider of outsourced customer support services. On behalf of many of the world's leading organizations, SITEL designs and improves customer contact models across its clients' customer acquisition, retention, and development cycles. SITEL manages approximately two million customer interactions per day via the telephone, e-mail, Internet, and traditional mail. SITEL has over 34,000 employees in 91 global contact centers, utilizing more than 25 languages and dialects to serve customers in 55 countries. Please visit SITEL's website at http://www.sitel.com for further information.

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