Altar Contact Center for NordGlass capital Group

Altar Sp. z o.o. signed a contract for the supply and implementation of the Altar Contact Center for the NordGlass Group from Koszalin.
The aim of the implementation is to improve consumer and insurance companies communication in the process of handling insurance claims and support the quality management system by introducing telephone customer surveys. An additional aim will be to integrate the telephone and e-mail channels in internal communication between workshops scattered around Poland and the company headquarters, which will speed up information flow and reduce operating costs.
The contract includes supply of hardware, software, implementation and service support.

Altar will provide a comprehensive solution for multi-channel communications service between customers and partners of the NordGlass Group (so-called 'unified communication') in a redundant architecture. The implementation includes telephone communication channels - inbound, outbound, fax, IVR (also supporting voicemailing campaigns) and electronic communication channels. The management of the call center will be supported by a system of recording and playback of conversations, a reports module and on-line monitoring. The system will be ready for integration with systems used in the NordGlass Group. Altar Contact Center system supports the standards of ISO PN EN 15838 - " Customer Contact Centres - Requirements for Service Provision."

The NordGlass Group is a leader of the Polish market in repair and replacement of vehicle windshields and a leading European manufacturer of windshields for the automotive industry, railway and shipbuilding industry and construction. The company has two plants - in Koszalin and Slupsk - and is the owner of a nationwide network specializing in windshields repairs and replacement. It is a member of the elite European association of market leaders in repairs and replacement of vehicle windshields in Europe - The Automotive Glass Professionals.