TSIA Support Services Benchmarking Study Compared Altitude Software's Technical Support Performance with Enterprise Software Industry Vendors.
The Altitude Technical Support Operations for the Middle East and North Africa region are located in Dubai, UAE since 2000
Dubai Internet City, UAE, Aug. 15th, 2011 - Altitude Software, the leading independent global contact center solutions vendor, today announces that The Technology Services Industry Association (TSIA) has recently performed a Support Services benchmarking study comparing Altitude Software's technical support performance with enterprise software industry vendors. Participation in the study validates Altitude's strong commitment to deliver excellent technical support.
As a technology-based company, Altitude's Customer Assistance department consists of highly specialized engineers with strong technical skills, focused on solving technical problems. The Altitude technical support operations for the Middle East and North Africa region are located in Dubai Internet City, UAE.
''Altitude's participation in this industry benchmark demonstrates the strength of our commitment to quality in our support processes and delivery," said Altitude Software MENA President Riadh Boukhris. "Ensuring that our customers receive maximum value from Altitude contact centre solutions by delivering the highest degree of satisfaction with our support services will continue to be a top priority."
The TSIA Benchmark Study is the technology services industry's premier resource for measuring the performance of services business against other companies in the industry. The TSIA Support Services Benchmark addresses a broad range of practices, results, and support operational metrics in five core modules, including Support Services and Customer Satisfaction.
"TSIA works with member companies to help them assess their performance across 100+ key performance metrics. Altitude's participation in this rigorous assessment of their technical support capabilities demonstrates their strong commitment to delivering quality services and customer satisfaction" said Diane Brundage, SVP Membership Development at TSIA.
TSIA (www.tsia.com) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs.
"Altitude Software delivers excellent technical support to customers", states José Fonseca Executive Vice President Customer Assistance at Altitude Software. "Our participation in this industry benchmark is another expression of our commitment to quality technical support, as validated by our results. We help customers strive and excel in their business".
In 2010, Altitude Software earned the Certified Support Staff Excellence Center designation from TSIA. This certification recognizes Altitude's delivery of superior customer service experience through support staff development. Altitude service organization's staff has consistently improved their interactions with customers on a sustained level.
Realizing the benefits to be gained by better managing both the technical and communication aspects of customer interactions, Altitude embarked on an initiative, with TSIA and Impact Learning Systems, aiming to provide its Technical Support Engineers with communication tools to increase customer satisfaction, and develop a common set of troubleshooting practices to ensure consistency of processes throughout the support organization and improve the first contact resolution ratio.
Altitude Software global technical customer assistance operations also have the ISO 9001 Quality Certification since 2008, as an organization striving to provide world class services and added value to customers and partner businesses through the 15 offices Altitude Software currently operates around the world.
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About Altitude Software
Altitude Software (www.altitude.com) is the leader of unified customer interaction solutions, managing dynamic contact centres independently of platforms since 1993. With about 900 customers in 60 countries, Altitude strives for customer satisfaction and is ISO 9001 certified for its worldwide support. Altitude Software has won 40+ industry awards and it has been included by Gartner in the industry Magic Quadrants since 2000. "Altitude uCI" (unified customer interaction) is a software suite that manages in real time enterprise functions like Customer Service, Help Desk, Collections, Telesales, Surveys, etc. It is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialler, voice portal, desktop front-end, monitoring and analytics.
Altitude Software Middle East & North Africa is located in Dubai Internet City, U.A.E, and is leading the multimedia contact centre market in those regions. Customers include National Bank of Abu Dhabi (UAE), Etisalat (UAE), National Water Company (KSA), Abu Dhabi Islamic Bank (UAE), Millennium Bank (Turkey), La Poste Tunisienne (Tunisia), Procco (Bahrain), Atento (Morocco), Ahli United Bank (Bahrain), Pizza Hut (KSA), UBL (Pakistan), Smartlink (KSA), Advancia (Tunisia), Air Miles (UAE), and Yemen PTC. Altitude Software can be reached at +971 4 391 8880 or emailed to info.mena@altitude.com
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Editorial Contact:
Lisama Del Rosario
Altitude Software MENA
Dubai Internet City, UAE
Tel: +971 4 391 8880
info.mena@altitude.com
© Press Release 2011
