Altitude Software and Cap Gemini Ernst & Young join forces to take SATA Airlines Customer Service to new heights

European airline aims to establish new benchmarks in customer satisfaction

Lisbon, September 15, 2003 - Altitude Software, a leading independent contact centre vendor has joined forces with Cap Gemini Ernst & Young Portugal (CGE&Y) to deliver SATA Airlines a tailored customer relationship management solution based on the Altitude uCI (Unified Customer Interaction) suite.

SATA Airlines is based on Portugal's Azores Islands, and flies charters and regular routes in Europe and North America. In 2002, it has carried 400.000 passengers in 11.000 flights. It has selected Altitude Software and Cap Gemini Ernst & Young Portugal to enhance it's customer service strategy through a unified solution able to provide superior customer service and to integrate streamlined front-office and back-office operations. It is now providing customers with faster access to the relevant information and routing them to the appropriate SATA agent or representative.

SATA views customer relationships as critical

"The benefits derived from Altitude's and CGE&Y's solution are a very significant step towards delivering superior customer care within integrated and streamlined operations involving a number of different company departments" said Ricardo Madruga da Costa; Sales and Marketing Director for SATA. "The solution meets our current customer service and departmental integration needs and takes us forward to the future, offering the flexibility to support new initiatives or improvements on our customer service operations".

CGE&Y managed the project, designed the requirements and identified the main functionalities and business processes to be addressed. It joint-developed the solution with Altitude Global Professional Services, based on Altitude uCI, a cost-effective, independent application suite, that manages and improves customer relationships for each new interaction in a contact center, while achieving easy integration with enterprise front-office and back-office systems.

Operational integration enhances customer experience

Altitude uCI blends email, web and telephone communications so customers can choose their preferred form of contact and SATA agents can recognize and profile customers, while seamlessly routing and managing their interactions and providing consistent, quality customer service. SATA's solution allows for effective agent performance and customer satisfaction management, customer profiling and information management.

"Altitude uCI is allowing SATA to manage and leverage valuable customer information from across all the touchpoints of the organization", said Miguel Lopes, Product Marketing and Strategy Vice-President at Altitude Software, "Also, we ensured the rapid application deployment of a customer-tailored application".

"CGE&Y's expertise and track record was acknowledged by SATA and we are very happy to have been able to contribute to the profitability and efficiency of their business processes and to improve SATA's customer relationships, fostering loyalty and profitability", remarked Jorge Nunes, Principal for Cap Gemini Ernst & Young Portugal.

About Altitude Software

Altitude Software is a leading independent contact centre vendor, with its Altitude Unified Customer InteractionT (Altitude uCI) product line. Altitude uCI manages and improves customer relationships for each new interaction in a wide range of contact centres, from SMEs to large multisite organisations.

Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact centre. Since Altitude uCI was engineered to integrate easily with enterprise front office and back-office systems, Altitude uCI delivers significant cost benefits, revenue benefits, and intangible benefits with a limited upfront investment. Altitude uCI not only allows users to achieve return on investment in a limited time frame, but also provides a successful solution to their customer interaction and organizational efficiency strategies. Altitude Software serves around 600 customers (with more than 59.000 seats) of all sizes in 45 countries worldwide, both directly and through a wide network of partners. . It has 9 Offices in 8 countries. Please visit us at www.altitude.com

About the Cap Gemini Ernst & Young Group

The Cap Gemini Ernst & Young Group is one of the world's largest providers of Consulting, Technology and Outsourcing services. The company helps businesses implement growth strategies and leverage technology. The organisation employs approximately 50,000 people worldwide and reported 2002 global revenues of 7.047 billion euros.
More information about individual service lines, offices and research is available at www.cgey.com