Evaluation Based on Completeness of Vision and Ability to Execute
Lisbon, Portugal, March 8th, 2010 – Altitude Software, a leading independent contact center solutions vendor, announced today that analyst firm Gartner, Inc. positioned Altitude Software in the “Magic Quadrant for Contact Center Infrastructure, Worldwide”,
“Altitude Software has been a global market player for over a decade, with a relenteless focus as a specialist, innovative vendor in Customer Interaction Management solutions excelling at operational agility and business performance” said Miguel Lopes, Vice President, Marketing and Product Management at Altitude Software. “We have remained independent, thereby protecting customer investments, and we have achieved very significant revenue growth in 2009, a very difficult year, while some vendors have disappeared or got acquired”.
According to the Gartner report, “With the global economic downturn in late 2008 that extended through 2009 and beyond, the global contact center market saw declines in revenues and shipments for its second consecutive year, following five years of continued growth, see “Forecast: Contact Centers, Worldwide, 2004-2013, 4Q09 Update.” A decline was seen in all regions with the largest in North America, Western Europe and the Middle East and Africa.”
Altitude’s IP contact center solution provides the full functionality of the Altitude uCI customer interaction management suite with added connectivity to Altitude vBox, a SIP-based media switch, as well as to a variety of IP-PBXs. This enables advanced contact center business applications to increase operational performance and business results, such as:
– Blended multimedia services to maximize the interactions’ handling while reducing operational costs;
– Outbound voice campaigns with advanced predictive dialing and answering machine detection, to increase outcomes although ensuring regulatory compliance;
– Self-service voice applications, reducing human resources costs and leveraging 24*7 high-level services;
– Altitude Scripting Studio to build, rapidly and cost-effectively, advanced agent desktop applications that deliver the information required for an outstanding customer service.
According to Gartner, “To appear in this Magic Quadrant, vendors had to show all the following capabilities: Significant market share or, failing that, sufficient differentiation to obtain market presence; Sufficient sales and operational presence to support their market objectives; Demonstrable solutions in most of the contact center infrastructure portfolio areas defined earlier; Evidence of an ability to generate significant interest from leading client segments”. The Gartner Magic Quadrant analyses the major players in an industry and positions them as “leaders,” “challengers,” “visionaries” or “niche players”.
Source: Gartner, Inc. “Magic Quadrant for Contact Center Infrastructure,Worldwide”, 22 February 2010. Drew Kraus, Steve Blood, Geoff Johnson.
About Gartner Magic Quadrant
The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About Altitude Software
Altitude Software (www.altitude.com) is the leader of unified customer interaction solutions, managing dynamic contact centers independently of platforms since 1993. With about 900 customers in 60 countries, Altitude strives for customer satisfaction and is ISO 9001 certified for its worldwide support. Altitude Software has won 40+ industry awards since 2000. “Altitude uCI” (unified customer interaction) is a software suite that manages in real time enterprise functions like Customer Service, Help Desk, Collections, Telesales, Surveys, etc. It is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialer, voice portal, desktop front-end, monitoring and analytics. Altitude Software can be reached at +1 877 4744499 or emailed to [email protected]
