Lisbon, Portugal, June 9th, 2008 – Altitude Software, a leading independent contact center solutions vendor, today announced the availability of the Altitude IP Contact Center 3.5 Release. The latest version deploys new SIP-based functionalities to achieve operational cost reductions and enforce effective monitoring in the Contact Center.
The new release enables further standardization and virtualization over VoIP, a rising trend among the best contact centers. In a recent Gartner report (Companies Should Use IP Telephony to “Virtualize” Their Contact Centers, April 2007) analyst Steve Blood states “An IP telephony architecture provides two important functions: It enables companies to distribute the access points of telephone calls to the contact center, to ensure that there’s no single point of failure; It provides an improved level of flexibility in the deployment and management of customer service advisors across the enterprise.”
The Altitude IP Contact Center is a complete modular software suite putting together the Altitude uCI (Unified Customer Interaction) multichannel software solution and the Altitude vBox, a contact center optimized soft switch. The latest version brings to Contact Centers the benefits of SIP trunking, centralized voice recording over IP; and outbound voice automation, enabling a wealth of new features and adding support for a number of hardware platforms.
“The Altitude Software IP Contact Center 3.5 is the latest evolution on our ongoing commitment to deliver flexibility, control and cost-effectiveness to contact centers worldwide” stated Miguel Lopes, Vice-President Marketing and Product Management at Altitude Software. “Customers can benefit from new SIP trunking options to reduce communications costs and new voice recording capabilities to maintain high-quality service. The new features add to the Altitude uCI’s solution numerous benefits, from the ease of implementation to the capability to leverage existing investments”
Canadian insurer Ingle International adopts state-of-the-art solution to support reputation for customer care excellence
Ingle International’s new and expanded contact service center is a case in point. Combining the Ingle reputation for excellence in customer care with a state-of-the-art contact center platform from Altitude Software, this new facility is equipped to handle the growing needs of Ingle and its sponsor groups. “The new Ingle contact center combines leading edge technology with high-level customer service training” says Scott Ivory, Vice-President Contact Center Services for Ingle International. “We’ve developed a flexible backend infrastructure with the capability to support current, upcoming and future customer care business”
Ingle International has deployed the Altitude IP Contact Centre solution, putting together the Altitude uCI multichannel contact centre management suite and the Altitude vBox IP communications platform. The new Ingle centre includes capabilities for inbound and outbound customer care, email response management, IVR and integrated training and customer management software. Additional features include enhanced security for customer privacy, and an integrated quality assurance and evaluation process.
This leading edge solution provides businesses with a SIP-based multimedia contact center solution and a wealth of advanced features, including unified desktops, routing, reporting, dialing, voice portal, management and open integration via Web services and/or Altitude connectors. The Altitude uCI suite architecture is unique to the industry with a single language and editor to manage all media interactions across all channels, to create voice menus, routing and recording rules, agent screens, outbound scripts, etc.
The Altitude IP Contact Center solution easily integrates with legacy call center platforms and networks, enabling organizations to continue leveraging investments while providing a smooth migration path to advanced IP infrastructures. By integrating both technologies, traditional time division multiplexing (TDM) agents and IP-based agents can seamlessly interact, using the same application layer with the same business rules.
For more information, please visit the Altitude Software web site at:
http://www.altitude.com/
