Singapore's StarHub launches social media facility

29-Jan-2014

Singapore telco StarHub has renewed its efforts in utilising social media customer service by launching a social media monitoring facility.

The facility, called Social Hub, will use a CRM solution that integrates various social media monitoring tools into a common dashboard to make it easier to track response times. The telco previously manually monitored and replied to customer queries across different platforms.

Social Hub uses 10 social media listening experts and customer care consultants who decide "when and how to reply to a query or a complaint on Facebook, to tracking where in Singapore mobile, pay TV or broadband connections are affected through location-tagged tweets, Social Hub delivers the data we need," said StarHub's Darren Choo.


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19-Nov-2014

Australian BPO services and offshore contact centre operator Acquire has finalised the acquisition of Philippine-based BPO Shore Solutions.

The acquisition by the Melbourne-based Acquire, which operates contact centres primarily in the Philippine capital Manila, expands the company's workforce to around 7,000 worldwide, including 2,000 employed by Shore. Shore, established in 2005 as a consultancy for companies looking to offshore their operations, offers contact centre, BPO, IT and professional services to clients globally, including Australia.

Acquire, also established in 2005, provides contact centre and BPO services for a wide range of industries including telecommunications, banking and financial services, insurance, media, education and retail. Acquire CEO Scott Stavretis told iTWire that the Shore purchase brings in services, particularly back-office functions, that complement Acquire's primarily contact centre business operating through its six Manila contact centres.

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17-Nov-2014

US-based outsourcer Allied Global has completed a move and expansion of its office in Metro Manila, more than tripling its capacity.

The new office can accommodate 270 workstations, capable of accommodating over 400 team members. "Based on the excellent results our existing clients have received, and the overwhelming interest from new prospects, this move was vital and enables us to realise growth in our offshore capabilities," said Allied Global's Jason Henning.

"While it is just 21 months after first opening our doors, the success and quality results driven by our local team members has expedited us to Phase 2 of our long term growth plan." Allied opened its primary office in Manila in January 2013 starting with 75 operational seats.

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25-Nov-2014

Lisbon, Portugal, November 20th, 2014 - Altitude Software, a leader in unified customer interaction solutions, today announces the availability of new campaign optimization features in Altitude uCI 8, the latest major release of the award-winning customer interaction management suite.

Altitude uCI 8 helps contact centers manage and apply business intelligence "on the fly" in outbound services. Campaign creation, replication and management are fast and intuitive. Contact center decision makers benefit from advanced functionality to analyze real time data, change segmentation and accelerate campaign returns. New management algorithms evaluate resources, tasks, skills and compliance to deliver the best business results, while using powerful predictive, power and preview dialing solutions.

Boost your business with intelligent customer engagement

"In a new world of transparency and interconnected people, companies should become highly proactive in their communications and more effective in anticipating issues and profiting from emerging opportunities in sales, marketing and customer service", states David Romero, Chief Marketing Officer of Altitude Software. "Key organizations worldwide are realizing great value from contact centers and achieving their goals in revenue generation, cost savings and customer service differentiation, by embracing intelligent customer engagement with Altitude Software solutions".

Altitude uCI 8 is the latest release of Altitude Software’s solution suite, now in use in 1100 contact centers worldwide. It includes hundreds of new features focused on increasing the contact center's ability to perform profitably, and deliver significant innovation in key business areas.

Altitude uCI 8 new campaign optimization features:

Altitude uCI 8 new campaign optimization features enable companies to apply business intelligence in real time in outbound services, and features:

  • Fast campaign creation;
  • Advanced contact management;
  • Improved performance with predictive, power and preview dialing;
  • Proactive customer service using Altitude Voice Portal;
  • Workforce optimization using Altitude Unified Desktop;
  • Informed real time decisions using Altitude Management Portal.

"Altitude uCI 8 enables intelligent customer engagement through contact automation, business intelligence, and innovative campaign management and reporting capabilities" states David Romero. "We have a great track record of helping companies outperform competitors by delivering the right message at the right time, using the right channel for the right contact".

Contact center increases productivity in complex outbound campaigns

YOURVOICE is an innovative contact center services provider in Portugal. it was the first contact center to offer its services relying entirely on VoIP solutions (powered by Altitude Software). Operating since 2007, it employs 500 agents in two sites, experiencing sustained growth in the market, with customers among the leading companies in Telecommunications; Banking and Services industries.

Altitude uCI 8 is helping YOURVOICE manage and apply business intelligence in outbound services. Campaign creation, replication and management became faster and more intuitive. YOURVOICE is benefiting from advanced functionality to analyse real time data, change segmentation and accelerate campaign returns.

"Altitude uCI 8™ solutions made us more productive and effective in customer acquisition campaigns with complex requirements" states the company’s CIO, Mr. Paulo Cera. "We were able to boost campaign performance with more accurate targeting and customized monitoring in real time. This enabled us to become faster and better at adjusting operations for higher returns".

Altitude Software delivers a robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 15 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.

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20-May-2013

Dr Catriona Wallace defines Customer Experience Strategy.



 

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