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The New Customer Experience Series – Mr. Smith Finds Love in the Contact Center


We have created a series of short animated videos named “Altitude Tales of Customer Centricity”. These videos tell the story of Mr. Smith, a customer, and his relation with companies that want to engage him, and it shows the biggest challenges for contact centers (and how Altitude can help them achieve their goals). Along the way, Mr. Smith finds true love with a call center agent, Mary. They are now available in English, French, Spanish and Portuguese. And there are more to come.


Are Your Agents Ready for the Omnichannel World?


The results of our partner Dimension Data 2015 Global Contact Centre Benchmarking Report confirms a continued, dramatic change in contact centers worldwide. Over 50% of organizations will soon be managing a multichannel contact center, featuring at least eight different forms of contact methods. How are contact centers to maintain integration levels and provide excellent, consistent service across these many, very different, channels?

Part of the answer is to train and deploy a new breed of contact center agents. Agents that master the skills to handle cross-channel interactions while at the same time making each customer feel unique. We have published a new white paper: “The Six Skills of Omnichannel Contact Center Agents” that outlines the critical skills of a new generation of agents.

You can click here to download our white paper or our “Six Skills” infographic.

Case Study

Mapfre Insurance Delivers Personalized Customer Service to 6 Million Customers


Mapfre leads the insurance industry in Spain, providing services to over 6 million customers. Over a thousand agents manage 20 million annual contacts in the SI24 Contact Center using Altitude solutions for customer interaction management.

“Our multimedia contact center has evolved to meet the unique needs of each of our customers and exceed its expectations” remarks Elisa Pomeda, Managing Director of Mapfre Espana SI24. “We are available 24 hours in multiple channels and languages. We are committed to deliver personalized service, solve problems, and address our customer’s needs while being proactive. To help us we chose Altitude and their solutions address our current needs to provide excellent service”.

Altitude uCI solutions provide SI24 with sophisticated, unified customer service tools and a common customer assistance platform for all lines of business within Mapfre.

Learn more reading our case study.


Altitude and Alcatel-Lucent Enterprise Showcase Latest Customer Service Solutions


Altitude Software together with Alcatel-Lucent Enterprise presented the very latest developments in contact center solutions at Call Center World 2016 in Berlin, the largest international conference and trade show for call center management in Europe.  “As well as the latest technology, this year we really wanted to focus on the strength of the Alcatel Lucent Enterprise partner network in delivering tailored solutions and real business outcomes.” stated Alexandra Biebel, Director Marketing & Communications, Alcatel-Lucent Enterprise DACH. Learn more here

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