Altitude Software to Unveil New Contact Center Solution

By Susan J. Campbell

TMCnet Contributing Editor

 

A new contact center solution aimed to boost a center’s ability to embrace industry-wide change is set to be introduced at the Paris-based SECA 2007 call center show in April. Altitude Software, a provider of independent contact center solutions will unveil the Altitude uCI 7.5 software suite that includes Altitude IP Contact Center functionality.

 

A native IP solution, the Altitude IP Contact Center streamlines IT investments and optimizes human resources to provide businesses with a SIP-based multimedia contact center solution. The features that the suite provides include unified desktops, routing, reporting, dialing, voice portal, management and open integration via Web services and/or single language and editor to all media interactions simultaneously and in real-time on IP-PBXs and/or traditional PBXs. 

 

“Well managed contact centers embrace change and Altitude Software offers a next-generation IP solution for those contact centers looking to unleash their potential,” said René Esline, General Manager Altitude Software France, in a Thursday statement.

 

Esline continued: “The Altitude IP Contact Center enables contact centers to embrace change, profit from virtualization, increase productivity and grow proactive customer service practices through a number of deployment options, such as: ‘on-demand’ contact centers; home or remote agents; centrally managed multiple sites or on-customer premises.”

 

FIKO, a Norwegian application service provider, has recently adopted the Altitude IP Contact Center in an effort to achieve low-investment, reliable and fully functional call center services for their customers. One FIKO customer is MAXMarketing. This company needed to establish 70 agents in distributed locations around Norway.

 

As MAXMarketing was in the startup phase, obtaining the capital investment to establish a conventional IP telephony infrastructure was a big challenge to the business plan. The solution was supported by the Altitude vBox IP telephony platform and a subscription-based ‘Pay as a Service’ pricing model for the Altitude uCI software solution suite. As a result, FIKO was able to offer MAXMarketing a lot-investment platform that would match system and infrastructure costs to the company’s revenue stream.

 

Another Altitude customer includes Bilbao Telemark, a part of Seguros Bilbao, a multi-segmented insurance corporation. Faced with an aggressive expansion plan that included a technology upgrade to meet all organizational needs, the company looked to Altitude IP Contact Center supported by the Altitude vBox IP telephony platform. The solution offers scalable applications, real-time access to business and operational information and seamless integration with and VoIP migration of existing infrastructures.

 

Altitude uCI 7.5 is designed to increase customer satisfaction via proactive customer service features and friendlier voice self-service applications. This latest release can provide managers with the tools to centrally design and implement flexible service-delivery models that profit from increased agent productivity.

 

Contact center solutions that get to the heart of what the customer needs and what the organization demands to meet expectations across the board will see greater adoption throughout the industry. Altitude Software has a proven record of performance and proactive solutions that are designed to meet the contact centers needs today, while anticipating the needs of tomorrow. Such attention to the dynamics of the industry lend well to the company’s market strategy and will likely help to propel it even further with this new release.

 

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Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.