PRESS RELEASE: Altitude Software, a leader in unified customer interaction solutions, announced today it has received the Best Multichannel Strategy Award at the CIC Brazil Awards, for the Altitude uCI solution implemented at Metrus – São Paulo Subway Social Services.
The 2014 CIC Brasil Award for Best Multichannel Strategy distinguished the positive impact on customer service achieved by Sao Paulo Subway Social Services (Metrus) using the Altitude uCI customer interaction management solution. Metrus standardized, managed and controlled customer service to over 30.000 social services beneficiaries.
Metrus is a not-for-profit Private Social Services Organization founded by Companhia do Metropolitano de São Paulo (Brazilian Sao Paulo city subway service) to provide health and social services to Metro (Subway) employees and their families. The implementation of the Altitude uCI customer interaction management solution made it possible to automate, prioritize and organize customer service by issues and by audience, while Metrus created specialized customer service teams. As a result, among other benefits, Metrus reported:
– Increased first contact resolution that reduced by 60% the number of repeat calls.
– The availability of more, better quality information on contact center and customer service performance.
– The ability to prioritize service to disadvantaged groups by scheduling presential service and by providing customer history, enabling personalized service.
The 2014 CIC Brasil Award is organized by leading Brazilian Cliente SA Magazine to distinguish best practices in customer relationship management. “We are honored to be recognized by the quality of our solutions and of our work with customers” stated Frederico Dias, Sales and Channel Director for Latin America at Altitude Software. “This award acknowledges our ongoing commitment to innovation and excellent service as a contact center solutions vendor”.