Altitude Software Helps Contact Centers Prepare For H1N1 Virus Pandemic Scenario

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Integrated Self-service and Distributed Operations Solutions Ensure Contact Centers Can Cope with Pandemic Threats

Lisbon, Portugal, October 19th, 2009 – Altitude Software, the leading independent contact center solutions vendor, is helping contact centers prepare to mitigate the impact of a H1N1 virus pandemic scenario on businesses. Altitude’s integrated solutions enable the quick set-up of proactive customer care, remote locations or work-at-home agents, helping contact centers cost-effectively ensure business operations continuity.

In a pandemic scenario, contact centers will have to handle very demanding business scenarios, including unexpected interaction peaks, the need for proactive customer/employee notification and the set up of a central point of contact combining self and assisted interactions in a transparent and easy way for agents to check and follow up on contacts.

The Altitude IP Contact Center fully supports remote locations and agents, providing remotely the voice path and control over the agent desktop. It offers a flexible solution for distributed sites, running voice over IP and/or TDM natively. Based on this platform, the systems’ architectures can be hosted in a data center, run on-premises or mix work-at-home agents. The Altitude Voice Portal is a powerful software-only platform that integrates leading edge voice self-service applications and can be rapidly deployed. Combined with the Altitude Unified Routing, it provides efficient self-service, allowing customers to quickly and conveniently access updates and other relevant information.

Altitude Software Develops its own “Contingency Plan” to Guarantee Non-stop Support to Customers

Anticipating the impact of the H1N1 flu virus on operations, Altitude Software developed its own “Altitude Contingency Plan” and is ready to implement feedback processes that will allow customers to continue receiving technical support to their contact center operations. The “Altitude Contingency Plan” focuses on areas such as Technological Infrastructure, Customer Assistance and Technical Support. It includes remote support methodologies that start a highly secure connection from any Altitude office regardless of the customer’s geographical location, and the “Meeting Point”, a single point of contact for all technical support related interactions, among other features.

Altitude Software already deployed several support centers focused on each region´s activity, complemented by a central support center that will handle more complex technical problems. Altitude Software is ISO 9001/2008 certified for its worldwide support and the commitment towards customers has always been a cornerstone of the company’s strategy.

“Companies across the globe are getting ready for the H1N1 virus and the impact it may have on their workforce and operations. Altitude Software provides to customers worldwide the technological solutions needed to support business operations in a pandemic scenario. On the other hand, Altitude Software has reinforced its own mechanisms to guarantee uninterrupted services through future periods of crisis such as pandemic threats, natural disasters and others”, says Miguel Lopes, Vice President of Marketing & Product Management, Altitude Software.

The Altitude uCI is a suite of contact center software solutions that boasts outstanding results throughout 800-plus customers worldwide, supporting both open and proprietary VoIP solutions, leveraging the detailed know-how of the contact center operational aspects, from agent coaching to IT management. Altitude Software is a leading independent contact center solutions vendor, with 16 offices worldwide, resulting in a fast expanding customer base and strong partner network with a special focus on delivering business value to contact center outsourcers.

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About Altitude Software

Altitude Software is a leading independent contact center vendor with the Altitude Unified Customer Interaction™ (Altitude uCI) product line. Altitude uCI manages and improves customer relationships for each new interaction in a wide range of contact centers, from SMEs to large multisite organizations. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact center. Since Altitude uCI was engineered to integrate easily with enterprise front office and back-office systems, Altitude uCI delivers significant cost benefits, revenue benefits, and intangible benefits with a limited upfront investment. Altitude uCI not only allows users to achieve return on investment in a limited time frame, but also provides a successful solution to their customer interaction and organizational efficiency strategies. Altitude Software serves around 800 customers of all sizes (with more than 200.000 licenses) in about 60 countries worldwide, both directly and through a wide network of partners. Altitude Software has 16 Offices in four continents. Please visit us at www.altitude.com.

For more information:

Carlos Taveira

Get Global, Marketing Communications Consultancy

+351 213502551

Email: [email protected]

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