31-01-2011
CMMC - Customer Management Multimedia Competence, an association operating in Italy since 1997, which groups CRM businesses and entities, has held the Italian Awards ceremony
01/31/2011
The CMMC Award “Citizen Customer Relations 2010” held. ChiamaRoma 060606 Service and AlmavivA receive two prizes
CMMC - Customer Management Multimedia Competence, an association operating in Italy since 1997, which groups CRM businesses and entities, has held the Italian Awards ceremony to honor those protagonists who distinguished themselves for innovation in 2010 in the field of relations with “Citizen Customers”. Relations which, even in these “difficult and complex economic circumstances”, as underlined by the Founder of CMMC, Mario Massone, are increasingly aimed at improving and, indeed, enhancing the overall quality of the services provided.
The 1st ever award in the “Services to Citizens” category has been given for ChiamaRoma 060606 and was collected by Ms. Rosaria Fattori, manager of the Contact Center of the Department for Communication and the Protection of Citizens’ Rights of the Local Authority of Rome.
The Contact Center set up by the local government of Rome, providing a direct link between citizens and tourists and the local authorities, is managed by the AlmavivA Contact team since October 2008, and provides info – in real time – on all the offices and services provided by the Local Authorities, at the cost of a local call. Available 24/7/365, ChiamaRoma 060606 is a multichannel multilanguage service (English is always available, while the service in French, German, Spanish, Arab, Chinese, Romanian, Albanian and Polish is available from 4 to 7 pm from Monday to Saturday).
In particular, as stated in the motivation for the award, “the semantic technologies chosen by the Rome authorities enable the direct classification of the free text (operator notes field) for extracting the information that is functional to Business Intelligence and optimizing the CRM processes, allowing a high degree of accuracy, with respect to both the classification of the caller needs and the answers given to callers”.
The difference, in fact, is made by the key proprietary functionalities of Iride CRM, the Almawave solution used for ChiamaRoma 060606: real time classification of the contact, natural language search, radar and alerting activities with respect to recurrent or critical concepts, multidimensional and sentiment analysis of the managed contacts.
Andrea Marzapane was awarded 2nd prize in the “Italian Manager operating abroad” category with the following motivation: ”Since his appointment as manager of the International Business Unit, AlmavivA Group’s foreign turnover has skyrocketed from € 2.5 million to over 70 million, the turnover of the Group’s Tunisian subsidiary has doubled and AlmavivA do Brasil was launched and is now developing fast. In 2010, after lengthy and difficult negotiations, the China-based joint venture CCID-AlmavivA Information Technology Shanghai Co. was finally launched, the Shanghai headquarters being inaugurated on 23 October, while operations with the first Chinese client started on 20 November 2010”.
All the winners are now shortlisted for the International Awards organized by ECCCO - European Confederation of Contact Center Organizations.
- Comunicato Stampa premi e Categorie
- Comunicato Stampa Motivazioni
- Categoria Manager italiano che opera all'estero
- From the Local Government of Rome website: “Roma Capitale vince il premio CMMC per i "Servizi al cittadino"
- From the Il Messaggero daily website: “Milano premia il Call Center della Capitale”
