Altitude Software Technical Support Quality Validated in Industry Benchmark


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TSIA Support Services Benchmarking Study Compared Altitude Software’s Technical Support Performance with Enterprise Software Industry Vendors.

Lisbon, Portugal, 28th July 2011 – Altitude Software, the leading independent global contact center solutions vendor, today announces that The Technology Services Industry Association (TSIA) has recently performed a Support Services benchmarking study comparing Altitude Software’s technical support performance with enterprise software industry vendors. Participation in the study validates Altitude’s strong commitment to deliver excellent technical support.

The TSIA Benchmark Study is the technology services industry’s premier resource for measuring the performance of services business against other companies in the industry. The TSIA Support Services Benchmark addresses a broad range of practices, results, and support operational metrics in five core modules, including Support Services and Customer Satisfaction.

“TSIA works with member companies to help them assess their performance across 100+ key performance metrics. Altitude’s participation in this rigorous assessment of their technical support capabilities demonstrates their strong commitment to delivering quality services and customer satisfaction” said Diane Brundage, SVP Membership Development at TSIA.

TSIA ( is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs.

“Altitude Software delivers excellent technical support to customers”, states José Fonseca Executive Vice President Customer Assistance at Altitude Software. “Our participation in this industry benchmark is another expression of our commitment to quality technical support, as validated by our results. We help customers strive and excel in their business”.

In 2010, Altitude Software earned the Certified Support Staff Excellence Center designation from TSIA. This certification recognizes Altitude’s delivery of superior customer service experience through support staff development. Altitude service organization’s staff has consistently improved their interactions with customers on a sustained level.

As a technology-based company, Altitude’s Customer Assistance department consists of highly specialized engineers with strong technical skills, focused on solving technical problems. Realizing the benefits to be gained by better managing both the technical and communication aspects of customer interactions, Altitude embarked on an initiative, with TSIA and Impact Learning Systems, aiming to provide its Technical Support Engineers with communication tools to increase customer satisfaction, and develop a common set of troubleshooting practices to ensure consistency of processes throughout the support organization and improve the first contact resolution ratio.

Altitude Software global technical customer assistance operations also have the ISO 9001 Quality Certification since 2008, as an organization striving to provide world class services and added value to customers and partner businesses through the 15 offices Altitude Software currently operates around the world.


About Altitude
Altitude Software ( ) is the leader of unified customer interaction solutions, managing dynamic contact centres independently of platforms since 1993. Used by 250.000 users in about 900 customers of 60 countries, Altitude is recognized for customer satisfaction levels and is ISO 9001 and TSIA certified for its customer support worldwide. Its innovations have won 40+ industry awards and Gartner includes Altitude in its Magic Quadrant, as the only global independent vendor since 2000.
Altitude uCITM (unified customer interactions) is an open software suite that manages high volume customer interactions with the enterprise like Customer Service, Help Desk, Collections, Telesales, Surveys, etc; It is valued the most for its speed in creating and changing CRM Services and Campaigns, thanks to its Unified Design Studio, Open Desktop, Routing, Dialler, Voice Portal, Monitoring, Reporting, Workforce and Integration Server. Altitude Software can be reached at +1 877 4744499 or emailed to [email protected].

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For more information:
Altitude Software
Carlos Taveira
Get Global Marketing Communications
Tel.: +351 213502551
Email: [email protected]

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