Avocis improves multi-site campaign management with Altitude Software uCI. Check the solution and benefits of the case study!

1. avocis Improves Multi-Site
Campaign Management with
Altitude uCI

2. © Altitude Software Case Study – all rights reserved 2
avocis improves Multi-Site campaign
management with Altitude uCI
avocis is one of the three largest customer service providers in
Germany, Austria and Switzerland. In 2010 it reached 180
million euro sales, and it has 6,500 employees working on 14
sites in Germany, Switzerland and Austria. It provides a wide range of
customer interaction services to international customers active in industries
such as banking & insurance, telecommunications & media, energy, trade
and healthcare.
Altitude and avocis: a solid partnership
Altitude uCI was first deployed at avocis’ adm group in 2007, powering a customized contact centre
solution for a few hundred agents to service major German telco T-com’s hotline. The installation
was completed in a record 20 days. This early business success led to the increased use of the
Altitude uCI solution at other group companies and operations. In March 2011, avocis selected the
Altitude uCI suite to be deployed as the standard customer interaction management solution in all
avocis subsidiaries in Germany, Austria and Switzerland. Today, nearly 3,000 agents are working
with the Altitude uCI contact center suite together with Altitude vBox, Altitude’s SIP-based
Communications solution.
“The flexibility and low total cost of ownership of Altitude uCI enabled us to build standard services
integrating existing Adato – our IT services company - developments and frameworks”, states
Michael König, Information Systems Director for Germany at avocis. “We will also start to use the
new Altitude uCI8, exploring its new unified workflow capabilities in our business process
outsourcing companies.”
“Altitude is not only an excellent
technology to build on. Their
teams were also involved in the
whole designing process, and I
have to say that they have an
open mind when it comes to the
customer needs. This is the
perfect example of a very
positive collaboration.”
Michael König,
Information Systems Director for
Germany at avocis

3. © Altitude Software Case Study – all rights reserved 3
Better managing the
agents’ intraday work
Arcadia is the name of avocis’ internal
IT project aiming at standardizing and
consolidating IT processes throughout all the
company’s subsidiaries. One of the main
objectives of the project is to analyse and
improve the way avocis manages the agents’
outbound intraday work with Altitude Software
as consolidated platform. Therefore avocis
needed to be able to monitor the activity of
different sites from one centralized point.
Adato, avocis’ IT services company, built on
Altitude uSupervisor a great tool to perform
such cross-site monitoring. It analyses and
extrapolates campaign parameters such as
customers’ compliance constraints, the number
of addresses, the number of calls performed, or
call durations. By linking that information with
the agents intraday planning, avocis’ “multi-
site campaign management team” is able to
monitor the overall performance of a remote site, allowing for more effectively planning of agents’
work and for actions to be dispatched between sites. For instance, when the reachability of contacts
is declining, the system may conclude that the campaign is coming to an end.
Based on that information, the site manager can decide to close the campaign or to switch it to
another address pool.
The tool also allows for intraday planning consolidation through the different sites, as all agents are
applying the same guidelines and restrictions. Furthermore, it offers powerful predictive analysis
capabilities, making it possible to react in advance and to effectively and consistently plan
campaigns. Managers also know exactly how many agents will work on a specific campaign and for
how long, and are able to better allocate employee resources.
Customer Profile
 With about 6,500 employees, avocis is
one of the largest communications
service providers in the DACH region
(Germany, Austria, Switzerland).
 On an inbound level, the company’s
portfolio includes services such as
information and consulting as well as
2nd- and 3rd-level helpdesk support.
 On an outbound level, the company’s
services range from lead qualification, to
cross- and up-selling, through aftersales
support and field sales assistance.
 With 14 locations, avocis offers its
services both in Germany, Switzerland
and Austria.
Its international clients originate from a
diverse range of industries and sectors,
including banking and insurance,
telecoms and media, energy, retail
and healthcare.
Project Profile
 Analyse and improve the way avocis
manages the agents’ outbound intraday
work across several sites, with Altitude
uCI as a consolidated platform. To be
able to monitor the activity of different
sites from one centralized point.

4. © Altitude Software Case Study – all rights reserved 4
Balancing the workload
between avocis’ sites
“It is important to note that this tool allows
us to manage the parameters of the calling
processes, but not to decide the agents’
allocation”, explains Michael König. “You can
compare this system with a fire alarm. It
reports problems, while the site manager
decides how to respond to it appropriately.
It’s all about managing the campaigns in
the sites, anticipating issues and having a
consistent view on the overall activity.”
The tool was built on Altitude uSupervisor,
Altitude’s state-of-the-art supervision and
management tool that manages, monitors,
and allows real-time, as well as historical,
reporting of multimedia customer interactions.
“Altitude is not only an excellent technology to build on. Their teams were also involved in the
whole designing process, and I have to say that they have an open mind when it comes to the
customer needs. This is the perfect example of a very positive collaboration.”
As this cross-site management tool has to fit in other IT consolidation projects, avocis is planning a
phased rollout. For the moment, three of their 14 sites are using it with very positive results. avocis
is now hoping to rapidly expand it to other locations.
Contacts
avocis Deutschland GmbH
Kommandantenstraße 22
10969 Berlin
Tel +49 30 809690
www.avocis.com
deutschland@avocis.com
Altitude Software
Benelux & Central Europe
Tel: +32 (0)2 745 58 80
www.altitude.com
info.blx@altitude.com
Business Benefits
 Better coordinated site management
and call balancing between avocis’ sites
 More effective planning and faster
reaction to workload problems
 Consolidation of the intraday planning
through the sites and predictive
planning implementation
Solution Profile
 Altitude uCI
 Altitude vBox
 Altitude uSupervisor