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Belgium Railways selects Altitude's uCI solutionJun 20, 2012 (Datamonitor via COMTEX) -- Altitude Software, a provider of unified customer interaction solutions, has announced that Belgium Railways, or NMBS/SNCB, has selected Altitude's uCI customer interaction management solution to deliver measurable service level improvements and better customer service at its international train operations. SNCB Europe contact center handles international train operations and international ticket sales with complex and extensive offerings that include different train services to international destinations (Eurostar, Thalys, TGV, etc.) and different products (intercity, European passes). The restructuring and modernization of the contact center was part of Belgium Railways response to changes in the marketplace as it opened to competition and new train services were introduced. Belgium Railways management aimed to make the company competitive, increase its offering and provide better customer service. Providing the contact center with a new technology platform was key to this process. After a competitive public tender, SNBC selected Altitude Software. Altitude's solutions matched SNCB business needs and the implementation project with partner Comways delivered the contact center solution in a timeline with quality/price ratio. SNCB's contact center is an inbound only contact center. It is now equipped with the Altitude uCI customer interaction management solution running on the Altitude vBox IP communications platform. It uses Altitude Voice Portal (IVR) with 'call-back' options, multimedia routing for voice and email handling, with real time supervision and reporting. There are plans to extend contact center capabilities to SMS, Chat and the Web. "Having better tools to measure performance means we can be effective in managing the team and deliver the service," said Matthias Anthierens, Contact Center Operations Manager for SNCB Europe. http://www.datamonitor.com Republication or redistribution, including by framing or similar means, is expressly prohibited without prior written consent. Datamonitor shall not be liable for errors or delays in the content, or for any actions taken in reliance thereon |