Alta has simplified the interfaces agents navigate and automated backend processes to improve the customer experience and boost agent retention and satisfaction.
SAN ANTONIO, Oct. 10, 2024 /PRNewswire/ — Frost & Sullivan assessed the customer experience management (CXM) industry and, based on its findings, recognizes Alta Resources with the 2024 North American Entrepreneurial Company of the Year Award. Alta is a service provider that excels at creating exceptional customer experience (CX) with an approach that boosts customer satisfaction, retention, and loyalty, which directly enhances clients’ bottom lines. Beyond exemplary customer care, Alta offers robust sales, e-commerce, and fulfillment solutions. Alta’s sales division delivers substantial aid for the business-to-business and business-to-consumer sectors, freeing internal teams to concentrate on managing high-value relationships. In the e-commerce domain, the company navigates leading brands through digital transitions and skillfully manages the logistics of 11 million shipments each year, ensuring smooth integration into online marketplaces and fostering positive brand experiences.
Alta excels across multiple verticals by delivering an industrial-strength performance that enhances sales, customer growth, efficiency, and cost savings. This ensures daily satisfaction for millions of consumers while boosting loyalty and customer management. Distinguishing itself by developing its technology as middleware, Alta ensures seamless integration with clients’ existing systems. This focus allows Alta to simplify the interfaces agents navigate and automate backend processes to ultimately enhance the customer experience and boost agent retention and satisfaction. As a business process outsourcing company, Alta stands out for its dedication to optimizing consumer interactions and agent efficiency, redefining industry standards. The company has developed cutting-edge solutions that significantly enhance the efficiency of the customer service process.
Manuel Albornoz, Frost & Sullivan best practices research analyst, observed: “Uniquely addressing multiple pain points in the CMX space, Alta Resources invests in comprehensive training programs and integrates advanced technology to meet and exceed client needs. The company focuses on developing robust knowledge bases and content management systems, leveraging its expertise in customer experience, sales, e-commerce, and fulfillment.”
Alta facilitates seamless integration with various platforms, including Microsoft and Salesforce, by adopting a technology-agnostic approach. Its innovative solutions have significantly improved key performance metrics for its clients, including a decrease in average handle time, an increase in consumer experience ratings, enhanced operational efficiency, financial benefits, lower stress levels, and reduced job turnover, all of which translates to improved employee retention. The company designs its implementation process to be efficient and tailored to meet each client’s specific needs. Furthermore, its support extends beyond implementation, with ongoing refinements to maintain high performance and a focus on nurturing human capital. Alta employs a structured four-step coaching approach – Communicate, Assess, Resolve, and Execute – to ensure all leaders can effectively coach. It successfully bridges the market gap, ensuring its advanced solutions seamlessly enhance existing customer service frameworks.
“Alta’s proprietary technologies, such as automate voice-driven artificial intelligence, collect data and offer real-time recommendations, streamlining customer interactions and reducing the need for manual input. Furthermore, Alta incorporates client-centric strategies that build strong brand equity and elevate its market leadership status,” added Sebastian Menutti, industry director at Frost & Sullivan.
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in devising a strong growth strategy and robustly implementing it. The recipient has shown strength in terms of innovation in products and technologies, leadership in customer value, as well as speed in response to market needs. The award looks at the emerging market players in the industry and recognizes their best practices that are positioned for future growth excellence.
Frost & Sullivan Best Practices awards recognize companies in various regional and global markets for demonstrating outstanding achievement and superior performance in leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices in the industry.
About Frost & Sullivan
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Ashley Shreve
E: ashley.shreve@frost.com
About Alta Resources
Founded in 1995, Alta brings nearly 30 years of sales experience and customer care. In the relationship business, Alta creates solutions that help our partners grow, increase their profitability, and deliver exceptional customer experiences. As a top choice in customer management business process outsourcing (BPO), Alta acts as an extension of the team for many of the world’s most recognizable brands.
Contact:
John Beré
E: johbere@altaresources.com
www.altaresources.com
SOURCE Frost & Sullivan