Unitono is a reference in the contact center industry, with more than 5000 people working in twelve contact center platforms in different countries worldwide, and from which more than 70 million interactions take place every year

Unitono has implemented Altitude uCI solutions to manage and better integrate all customer interactions. It was looking to further integrate all contact channels with active customers (including voice; fax; email; social media; click-to-call, etc). Also, it required a more flexible technology solution to improve productivity in its operations.

“Already in the proof-of-concept phase we got very positive results, mostly from an increased ability to make a better use of our databases and to manage our data” states Pablo Gomez de Castro, Unitiono’s Executive Director. The solution’s implementation is reported to already having a positive direct impact in customer’s operations bottom line.

Unitono has over 23,000 m2 spread over the twelve contact center platforms Unitono has in different countries worldwide, and from which more than 70 million interactions take place every year. Learn more here.

Customers today are multi-skilled, multi-tooled and very well connected mouthpieces for brands. Getting their customer experience right is far more complex today with the explosive use of mobile and social media in all parts of the world.

This research, focusing on South America, Central and Southern Europe, reveals that customers today are using multiple channels to contact brands and their expectations for a positive experience with every channel is growing. Check our infographic with key figures from our latest report findings.

Conarec (Sao Paulo; 13-14 September) is the biggest event in Latin America dedicated to costumer experience. Altitude was in place with a booth. In there, executives could have a “sneak peek” at the new Altitude Xperience solutions, to be launched in Latin America in 4’Q, and also new tools for contact centers looking to improve contact effectiveness using automation and business and operational intelligence. You can watch videos from “Consumidor Moderno” with interviews in Conarec with our CEO Alfredo Redondo (in Spanish), and Latin America President, Frederico Dias, (in Portuguese).