Altitude uCI8 Social Media Case Study
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Altitude uCI8 Social Media Case Study

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Leading mobile operator reaches out to more customers through additional service channels. A leading mobile operator in Asia with strong customer growth and 30 million customers started a project ...

Leading mobile operator reaches out to more customers through additional service channels. A leading mobile operator in Asia with strong customer growth and 30 million customers started a project aimed at providing customers with a better experience with more customer service channels.

Together with its BPO partner, a leading global systems integrator and business transformation consulting organization, it chose Altitude’s uCI 8™ solution to extend customer service to Facebook and Twitter.

The new customer touch points (official social networking accounts in Facebook and Twitter, and e-mail account), are now active in addition to the existing channels available for subscribers such as the operator Hotlines.

More information in: http://www.altitude.com/uci8

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Altitude uCI8 Social Media Case Study Altitude uCI8 Social Media Case Study Document Transcript

  • As consumers turn in droves to social media to solve problems, share andsearch for information, customer service is becoming social. In this newenvironment, consumers increasingly value companies’ ability to engage,respond and provide good service on social media such as Twitter orFacebook.This challenge has been successfully addressed by a “As part of our commitment toleading mobile operator in Asia with 30 million customers, superior customer experience, wea two digit growth from 2010 owning also to strong brand aim to get closer to customersloyalty. The next two years will be a critical period for the using new service technologiesoperator as it executes network modernization programs, that spell convenience,and it improves business support systems and processes, accessibility, and faster response.aiming to make customer experience a key differentiator. This gives our customers an opportunity to use their preferred channel to communicate with us, letting them enjoy talking to us their way with our widest range of channels.” Head for Customer ExperienceOperator aims to make customer experience akey differentiatorRecently the company launched a project aimed at providing its customers with a better experiencethrough more customer service channels. With this goal in mind, the operator and its BPO partner, aleading global systems integrator and business transformation consulting organization, choseAltitude’s uCI 8™ solution to provide customer support through phone, email and web forms, and toextend customer service to Facebook and Twitter.The BPO partner is a major provider of networking technology solutions and business processoutsourcing (BPO) services to the global telecommunications industry (with a revenue of over$1Billion in 2011). It has set up BPO operations in the local market, becoming one of the preferredBPO partners for strategic outsourcing for this telecommunications company. The organization nowprovides contact center support for sales and back office, customer care and technical support forthe wireless postpaid, landline and broadband customers - both retail as well as high-end.“The growth of social media represents an opportunity and a challenge, especially to businessprocess and CRM outsourcers as a new channel to provide support services”, stated the local BPOOperations Manager. “The newest version of Altitude uCI suite allowed us to offer unified costeffective solutions, always with our customer goals in mind”, he added. © Altitude Software Case Study – all rights reserved 2
  • Use Facebook and Twitter to provide effective,unified customer serviceThe Altitude uCI 8™ enables companies to use social media such as Facebook and Twitter to provideeffective unified customer service and reach out to more customers and prospects. Contact centerscan use unified, intelligent multimedia routing, unified customer history, skilled agents andconsistent business processes to monitor, engage and respond, while applying customer servicediscipline, metrics and resources to ensure servicelevels and raise productivity. Customer dataThis telco operator is a pioneer in providing new  Major mobile operator in Asiaonline channels aiming to provide subscribers with a  Over 30 million customersvariety of options where they can easily ask for  Two-digit annual customer growthafter-sales support wherever they are and whatever  Leading global businessthe time of day. The new customer touch points for transformation organization asthe operator – its official social networking accounts BPO partnerin Facebook and Twitter, and the support e-mail  Focus on customer experience asaccount, are now active on top of the existing differentiatorchannels available such as the customer Hotlines.Customers can post and comment on the Facebookpage or they can fill up a form, which goes directlyto the support team. On Twitter customers can ask Project Profileand tag questions for support and customer servicepurposes. Responses can be public or/and placed  Extend customer service in thethrough Direct Message. contact center to Facebook and TwitterThe Altitude Software solution connects to theFacebook and Twitter accounts and it routesinteractions to skilled agents. These have access tothe unified customer history including allmultichannel interactions. Using the Altitude Business benefitsmultimedia agent desktop and scripts with  Superior customer experienceknowledge base sharing and spell check, agents can  Convenience, accessibility andproactively notify and post in Facebook and Twitter. faster response to customersSupervisors and management can have access to  Apply customer service discipline,tools that measure and monitor service levels, as metrics and resourceswell as business processes.  Ensure service levels and raise “As part of our commitment to superior customer productivity in the contact centerexperience, we aim to get closer to customers usingnew service technologies that spell convenience,accessibility, and faster response,” said the Headfor Customer Experience . “This gives our customersan opportunity to use their preferred channel to communicate with us, letting them enjoy talking tous their way with our widest range of channels.” © Altitude Software Case Study – all rights reserved 3
  • Social media customer service creates value inthe marketplace Solution profileThe Altitude uCI 8™ social media customer service  Unified, intelligent multimediafeatures create value for companies in the interactions routing;marketplace. Customers feel that the brand is  Truly unified customer history;proactive and follows up on their needs wherever  Multimedia agent desktop withthey express them. Customer service and marketing knowledge base:decision makers use the contact center operations  Proactive notification and postingdiscipline to ensure service levels and acquire in Facebook and Twitter;visibility on interactions and productivity.  Integrated voice, chatand email;Companies can meet the social media challenge in  Tools that measure and monitorthe contact center with unified multichannel service levels, business andcustomer service that includes the new channels and operational KPI’s;effectively applies contact center discipline, metrics  Business workflow processes;and resources to this new reality.About Altitude SoftwareAltitude Software (www.altitude.com) is the leader of unified customer interaction solutions,managing dynamic contact centers independently of platforms since 1993. With about 1100customers in 80 countries, Altitude strives for customer satisfaction and is ISO 9001 certified for itsworldwide support. Altitude Software has won 50+ industry awards. “Altitude uCI” (unified customerinteraction) 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 servicesand campaigns, thanks to the unified design studio, routing, dialler, voice portal, desktop front-end,monitoring and analytics. Altitude Software can be reached at +1 877 4744499 or emailed toinfo@altitude.comFollow us on Twitter, LinkedIn and Facebook. © Altitude Software Case Study – all rights reserved 4