Altitude Software Gives Skype Advantage to Contact Centers

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Altitude Solution Enables Contact Centers to Manage Free Calls and Provide Click-to-Call Convenience for 600+ Million Skype Users Worldwide

Lisbon, Portugal, October 19th , 2011— Altitude Software, the leading independent global contact center solutions vendor, today announces the availability of Altitude uCI™ (unified customer interaction) solution features for contact centers wanting to manage and provide customers with free Skype calls and click-to-call convenience.

The Altitude uCI™ solution enables contact centers to set up “global toll free numbers”, provide click-to-call convenience on the web, and effectively manage and service customers making Skype calls into the contact center. At the end of 2010, Skype had 630 million registered users, up 20% from the year before.

“Skype has very high potential as a customer interaction channel if properly managed” states Miguel Lopes, Vice President of Marketing at Altitude. “Using Altitude uCI™, and Altitude vBox, contact centers can integrate and use Skype to provide added convenience and better service to customers. Skype’s simplicity, low cost, and widespread usage appeals to growing numbers of companies and people worldwide”.

Millions of individuals and businesses use Skype to make free video and voice calls, send instant messages and share files with other Skype users. Every day, people everywhere also use Skype to make low-cost calls to landlines and mobiles.

Altitude uCI™ enables Contact Centers using Skype to:

– Identify and apply rules for inbound Skype calls;
– Apply intelligent routing to Skype calls;
– Use agent desktop applications and alerts in Skype calls;
– Monitor, record, provide history and reporting for Skype calls;
– Use Skype calls data and information within leading CRM and WFM applications.

Altitude uCI™ is a software suite that manages high volume customer interactions like Customer Service, Help Desk, Collections, Telesales and Surveys. It is valued the most for its speed in creating and changing CRM services and campaigns, thanks to its Unified Design Studio, Unified Desktop, Intelligent Routing, Predictive Dialer, Voice Portal, Monitoring, Reporting, Workforce and Integration. Together with Altitude vBox, a full-featured SIP software solution (integrated with Skype Connect), it becomes a powerful, state-of-the art multimedia IP contact center solution, that can be deployed on a short time-frame with low total cost of ownership.

More information about Altitude uCI™ Skype into Contact Center here

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