|
Altitude Software Powers London�s Islington Council Multi Award Winning Contact Centre
Reading, UK, November 2nd, 2006 � Contact Islington has won the Customer Service Contact Centre of the Year (up to 100 seats) Award, at the National Customer Service Awards, with a contact centre platform powered by the Altitude Software uCI suite. In late 2005, Contact Islington had already won �Best Government Solution� at the Channel Network Awards.
The Islington Council serves a borough of some 179,000 residents in the centre of London, just north of the City of London. According to the Award�s jury, Islington demonstrated "high standards of customer care and support, delivering first class results to the organisation in keeping with their aims through a stable and well-motivated staff". Islington Council faced tough competition against entrants from both the public and private sectors to win the award.
In a Council News Release, Cllr George Allan, Islington Executive Member for Customer Focus, said, "Contact Islington has allowed the council to open up our services to residents. We have made good use of staff training and development, new technology, and thorough planning to create an evolving contact centre that typically launches a new service every 3-6 months."
Contact Islington (CI), the borough�s contact centre platform, was created in October 2003. Following a two-year strategic review and planning process, Contact Islington opened as a single point of contact for Islington residents to access a range of council services within the borough.
Contact Islington was designed by Altitude Software partner Centrix, using leading-edge contact centre technology, at the heart of which was Avaya�s Definity platform, integrated with Altitude uCI
Contact Islington was designed by Altitude Software partner Centrix, using leading-edge contact centre technology, at the heart of which was Avaya�s Definity platform, integrated with Altitude uCI (Unified Customer Interaction) to route traffic and monitor the various channels operated by the council � from voice contact through to email, fax and face-to-face queueing within the CI building itself. In 2005, CI integrated the Altitude platform with its CRM solution to enable a seamless offering to customers.
Altitude Software is a specialist global vendor of integrated solutions for the contact centre. The Altitude uCI (Unified Customer Interaction) suite has a ten year plus track record of outstanding results in contact centres worldwide, having won 25 plus Industry Awards for Innovation and Performance.
CI�s ambition is for any transaction or request for information by a customer to be delivered promptly by Contact Islington in a completely channel-independent manner.
CI is an evolving contact centre, with 80% of council services set to be delivered through the contact center by 2007. CI�s ambition is for any transaction or request for information by a customer to be delivered promptly by Contact Islington in a completely channel-independent manner. Contact Islington is a 72-seat call centre, operating 24 hours a day, 7 days a week, with 107 staff covering three shifts.
The Altitude uCI is a suite of customer interaction management solutions for customer service; help desks; collections; order desks; outbound telemarketing, sales and service; and business process management. A solution with the broadest CTI coverage, Altitude uCI supports both open and proprietary VoIP solutions, leveraging the detailed know-how of the contact center operational aspects, from agent coaching to IT management. The continuous bet on innovation, brought all Altitude uCI features to new SIP platforms, and adds support for new media like MMS and 3G Video.
|
|
