Altitude Software, a leading provider of omnichannel solutions to deliver great customer experiences, said SNTTA travel agency has implemented the its uCI solution in its multimedia contact centre to handle the fast-paced growth of operations in the UAE.

 

The SNTTA contact centres are located in three sites across the UAE, and are now being powered by the Altitude uCI 8 solution, giving the travel management company a wealth of advanced contact centre features, including unified agent desktops, voice portals, as well as centralised monitoring, queuing, routing and reporting solutions that optimise service and increase productivity in the contact centre, said a statement.

 

K Valsa Kumar, group general manager - Finance and Admin, SNTTA, said: "In its pursuit of customer service excellence, SNTTA is consistently looking for ways to be more productive, more efficient, and improve business processes internally to boost customer satisfaction."

 

The SNTTA contact centre handles multichannel customer interactions by telephone, email and web, said the statement. 

 

The business operations within the contact centre include reservations, update on special travel offers, online payments and registrations for customised private events, excursions and desert safari programmes, it said.

 

"With the new system, we have managed to increase first call resolution, create consistency in our incoming call management and make our contact center operations far more effective," said Kumar. 

 

Thus, the quality of service at SNTTA has improved significantly, with more than 94 per cent of first call resolution rates. In addition, the average speed of answer has shortened from 20 seconds to eight seconds since the beginning of 2015, he said.

 

“When we built our new contact center, our goal was to equip it with best-in-class products and technologies. That vision applied to our customer interaction management solution as well, so we looked comprehensively at the market and chose Altitude uCI because it offered the most complete and cost-effective solution for our contact centre," said Kumar.

 

"In addition to providing a single suite of integrated contact centre capabilities, Altitude also provides a local support presence across the entire United Arab Emirates, from Sharjah to Dubai, Abu Dhabi and Jebel Ali. These points made Altitude a clear winner as it matches with our plans to expand our contact center to other departments within the SNTTA group," he added.

 

More than 85 per cent of SNTTA customer interactions are telephone-based, and that makes efficient inbound call distribution and management of paramount importance, said the statement.

 

But as the importance of other contact channels is bound to grow SNTTA also recognised the need to manage email and Web inquiries with the same efficiency as calls, it said.

 

In addition to providing a centralized platform for its travel agency operations, SNTTA’s contact centre is also providing customised CRM solutions to fill the specific needs of other customer-oriented businesses, it added. - TradeArabia News Service