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Market Intelligence

 
 
     
 
Research Finds 37,700 Contact Centers Employing 3,85 Million People in 30 European Countries
 
   
 

The European Contact Center market grew 3,02% in 2015, with over 37,700 centers, with an average 79 positions, employing 3,85 million people in 30 countries. These are some of the indicators provided by the International Customer Contact Benchmark, now on its 5th Edition.

The Benchmark is a first large scale European study of the contact center market structure and organization across the continent, sponsored by Altitude. The report, now on its fifth edition, estimates a little over 2,85 million contact center seats in Europe in 2015 (+ 0,4%), with 23,2% in outsourced activities, while 74,5% of contact center activity remains dedicated to inbound and 72,4% of the business is focused in business-to-consumer activities. 

To Download the Full Report and find out more about the International Customer Contact Benchmark 2016 click here. You can also get our infographic with key findings from this European Overview.

 
 
 
 
Case Study
 
 
     
 

Dubai Government Land Department Boosts Citizen Engagement

 
   
 

Altitude and Emirates Real Estate Solutions (ERES), the technology arm of Dubai Land Department (DLD), have completed the roll-out of the Altitude uCI solution at DLD contact center, to ensure excellence in customer care delivery.

The DLD contact center specifically aims at powering key DLD departments that include Real Estate Regulatory Agency, (the regulatory arm);  Real Estate Investment Management & Promotion Center (the investment arm); Rental Dispute Settlement Center (the Judicial arm) and Dubai Real Estate Institute (the educational arm). 

Since implementing the new customer interaction management solution, DLD and its customers have observed benefits such as reduced time and cost of generating manual reports regarding the overall activity of DLD’s customer service operations, a boost in the usage of the voice self-service channel by 65%, and increase in voice interactions answered in 15 seconds or less by 65%, and a decrease in abandoned calls by 42%.

You can find out more here

 
 
 
 
Solutions
 
 
     
 

Data Leakage Prevention Solution Protects Information Managed in the Contact Center

 
   
 

Recent research (1) shows a 29% increase in data breaches since 2013, with an average cost of $4 million per incident and an average cost of $158 per lost or stolen record. Other reports (2) point out that, for the first time, in 2015 security events traced to insiders have outranked security incidents by outsiders.

Altitude and Panda Security are partnering to provide an integrated monitoring and security platform that relies on big data and analytics to detect and block outsider and insider threats in the contact center. Both companies will work together to deliver endpoint protection, detection and response, data leak prevention and user/entity behavior analytics.

 “The deliberate or accidental release of sensitive data in contact centers is a problem with far reaching consequences as companies are required to comply with more regulation to take reasonable technical, physical and organizational measures to protect the security of sensitive information”, states Jesus Cuadrado, Business Solutions Manager at Altitude Software. “Together with Panda, we are bringing to the market a solution specifically designed to stop the loss of sensitive information in a contact center environment, focused on automating the protection and detection of mishandled data”.

You can find out more here

 
 
 

Initiatives

 
 
     
 

Join us for a Twitter Chat!

 
   
 

Tomorrow (Dec 16th), our Business Solution Manager, Jesús Cuadrado, will be live on our Twitter, ready to answer all questions related to our product strategy.

To participate, just tweet us your question with #AltitudeChats and stay tuned!

 
 
 

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