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Transcom Customer Success Story



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  • 1. Transcom is a global outsourced service provider entirely focused on customers, the Client Dataservice they experience and the revenue they generate. Its customer management and • Established in 1995 by the Kinnevikcredit management services are designed to strengthen its clients’ customer Group.relationships and secure their revenue streams. • One of Europe’s largest customerTranscom’s broad service portfolio supports every stage of the customer lifecycle, relationship management providers.from acquisition through service, retention, cross and upsell, then on through early • 77 sites, with over 24,000 employeesand contingent collections to legal recovery. Expert at managing customers and debt, in 29 countries across 5 continents.the company makes a positive contribution to its clients’ profitability by helping them • Delivers services in 33 languages towin customers, maintain their loyalty and secure their payments. over 350 major clients. • Net revenue €589.1m in 2010.And, while Transcom’s services are designed to maximize revenue, its delivery • Services offered include inbound andoperations are built to drive efficiency. Through its global network, the company can outbound customer contact, IVR,provide service in any country where its clients have customers, accessing the most online services, legal services,appropriate skills and deploying the best communication channels in the most cost customer management consultancyeffective locations. and credit collections.Every day Transcom handles over 600,000 customer contacts in 33 languages for more Project Profilethan 350 clients, including brand leaders in some of today’s most challenging andcompetitive industry sectors. The experience gained is used to constantly refine our • Deploy the Altitude uCI 7 solution inservice portfolio and business processes, allowing Transcom to respond quickly to all its customer managementchanging market conditions and client requirements. locations. • Extensive selection process,Transcom is entirely focused on customers, the service competing against industry majorthey experience and the revenue they generate. players, assisted by independent consultants, with several trials andTranscom’s customer management services are designed to strengthen clients’ “proof of concept “pilot projects.customer relationships and secure their revenue streams. Transcom partners with each • Enable the efficient and integratedclient to understand their core strategy and adapts its service offering accordingly. use of multimedia communicationTechnology solutions must have the ability to manage thousands of customer contacts channels (voice, email, chat, web,accurately and efficiently every day, yet with enough flexibility to adapt to rapidly fax and mail), IVR applications,evolving business and technical needs. predictive and power dialing solutions, call recording andWith Altitude Software, Transcom has significantly evolved in its ability to meet client workflow management solutions.demands for a complete customer management solution across its customer • A customized multimedia workflowmanagement sites, making use of technological solutions to enable the efficient and solution that enforces rules andintegrated use of multimedia communication channels (voice, email, chat, web, fax allows for supervision capabilitiesand mail ), IVR applications, predictive and power dialing solutions, call recording and that ensure Transcom’s ability toworkflow management solutions. serve clients within agreed SLA’s. 1
  • 2. Altitude’s platform, openness and flexibility allows Transcom "Altitude uCI 7 gives Transcom a platformto develop and deploy new business rules and campaigns, that is powerful and flexible, enabling us toand add new and updated technology on the fly. respond quickly to the demands and change dynamics of our clients businessThe Altitude uCI 7 solution, integrated with Avaya´s ACD enables Transcom to process, unify and requirements. The technology is ideallyhandle all types of media (voice, email, chat, web, fax and mail) in a unified virtual queue. suited to the outsource contact centerInteractions are then inserted in a multimedia workflow application, ensuring that all types of environment and is a key strategic platforminteractions are correctly prioritized and routed according to agent skills and business rules, in our delivery capability."following agreed procedures and benefitting from existing capabilities and resources.This ensures a fast, effective and recorded resolution of all customer relationship queries and John Robson, CIO Transcomissues for its client’s customers. Improved accountability and positive indicators such as reduceddocument losses and faster resolution with fewer resources testify to the solutions capabilities.The customized multimedia workflow solution uses skill-based routing to ensure that all inbound Solution Descriptioninteractions are directed to the location and to the resource most capable of providing theoptimum solution, making certain a cost-effective, high level of customer service with • Altitude uCI 7efficient work allocation. Transcom service centers provide a distinct competitive advantage. • Altitude Voice (inbound and outbound)Business Benefits • Altitude Email • Altitude IVRConsistent standard of quality delivered in multiple countries and languages through one • Altitude uSupervisorsingle point of contact managed by a single provider supported by integrated, unified • Altitude Scriptingsolutions and platforms. • Altitude Assisted Server 7.1. • Cost reduction and increased process efficiency with a Workflow solution directed • Altitude uRouter at multimedia, multisite, customer contact centers. • Altitude ATL • Openness and flexibility to develop and deploy new business rules and campaigns, • Premier Support and add new and updated technology as needed. • PABX Switches: Avaya S8700 • Standardized customer interaction applications, with rapid development and • Applications: SQL Server; Microsoft deployment. Exchange Server • Proven savings in IT rationalization, with increased efficiency on adopting industry best practices. Contacts Altitude Software CorporateThat same solution enforces rules and allows for supervision capabilities that ensure • Tel: +351 21 412 98 00Transcom’s ability to track, process, solve and record all customer relationship issues for • Email: info@altitude.comits clients within agreed SLA’s. The Altitude solution enables Transcom to provide a locallanguage presence in multiple European countries as it takes advantage from itsdifferent service centers locations and capabilities, providing representatives for all Altitude Software Benelux & Centralinteractions, even as it allocates some types of interactions to near and offshore Europelocations. This can be done with all types of media. • Tel:+32 2 745 58 80A key competitive advantage is the openness and flexibility of Altitude’s platform which • Email: info.blx@altitude.comallows Transcom to develop and deploy new business rules and campaigns, and add newand updated technology as needed.Altitude Software has an outstanding record in supplying customer management serviceproviders with specialized products and proven methodologies designed to drive a soundreturn on investment when deploying a customer interaction management solution. 2