On June 3rd I attended ASES’09, the 5th edition of Altitude Spanish Users Group event. We had 105 participants from 48 different companies and regions of Spain, gathered in Madrid to listen and share best practices from projects and implementations of Altitude software.

Altitude customers shared their experiences and Raquel Serradilla, President of Altitude Spain and Eduardo Malpica, Pre-Sales Manager uncovered some interesting new features from Altitude uCI 8, the upcoming release.

Main highlights:

Jazztel explained how they improved Customer Service with Altitude uCI - restructuring processes and infrastructure was key success factor. Firs Call Resolution lower rates, improved customer satisfaction and agent productivity were pointed as main achievements

Atento appointed flexibility and cost reduction in their operations as key success factors for their business. Altitude as pointed as partner of choice (10 years). The integration of BI and CRM systems improved agents and supervisors tools and productivity

Reale Seguros talked about a reliable and flexible Contact Center technology and their recent change in services processes and delivery.

Tissat mentioned the importance of analyzing Call Centers from a strategic perspective and not only from a functional one.

Common concerns shared in this event were call center performance management, KPIs, cost reduction, flexibility and increasing productivity.

In parallel sessions the event sponsors Microsoft Dynamics, Denodo and Callwire presented their solutions and strategies for Call Center management.

After the presentations participants had the opportunity to network while enjoying a special cocktail. These events are a win-win opportunity; we all can listen and can be heard.

Hope to see you next year: www.altitude.com/ases

 "Es la primera vez que acudo a ASES, no sólo como ponente sino también como espectador, y me he quedado gratamente sorprendido por el nivel de satisfacción e implicación de sus usuarios. Es un foro altamente recomendable no sólo para clientes y partners, sino para todo aquel que quiera aprender sobre los Call Centers, en un entorno ameno y divertido. ¡Me alegro de pertenecer a la gran familia Altitude y de haber podido compartir nuestra experiencia con los usuarios españoles!"

Álvaro Ojeda Garcia

Reale Seguros - Director de Venta Directa y Operativa Relacional