Leading Call Center in Bulgaria Achieves Higher Productivity With Altitude Software Solution Upgrade


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Brussels, Belgium, and Sofia, Bulgaria, 27th May 2008 – Imro, an international call center company with three sites in Bulgaria, and Altitude Software, a leading independent global contact center solutions vendor, have worked together to achieve significant productivity gains through the effective deployment of the Altitude IP Contact Center 3.5 solution new release.

Altitude Software offered the best functional fit and the right interface. On top of that, Altitude Software guaranteed the full implementation of the solution, within Imro’s budget and within a timeframe of only six weeks.

Imro (International Marketing & Research Organization) established an international call center in Sofia, Bulgaria, in 2002. Imro now employs 250 agents in three Bulgarian call centers. In 2007, Imro was the first Bulgarian call center to obtain the ISO 9001:2000 certificate for telemarketing and direct sales services. Imro is specialized in document handling, data registration, order taking, outbound calls and call center services.

At the beginning, Imro used a local dialer system on top of an open source PBX and telephony platform. “That solution worked well as long as we had only one customer”, says Armand Van der Velde, Call Centers Manager at Imro. “As soon as we enlisted new customers, we realized we urgently needed professional software to support our activities.” Imro examined several solutions, to find out that Altitude Software offered the best functional fit and the right interface, while enabling Imro to continue working with a VoIP infrastructure.

Imro now uses the Altitude IP Contact Center 3.5 solution, bringing together the Altitude uCI 7.5 application suite and the Altitude IP communications platform vBox 3.5. The solution already had a positive impact on the effectiveness and productivity of its telemarketing campaigns, with the use of predictive dialing and SIP trunking.

IMRO rolled out Altitude Software at its call centers in Sofia and Veliko Tarnovo in cooperation with a local IT partner. “Although the software is used in different cities, it runs on only one platform. This allows us to organize all data input, supervision and maintenance locally in Sofia. We chose to have the software installed on a purely out-of-the-box basis, without any customization.” Right now, about 100 agents are using the software. “As they are able to make more calls per hour than before, the software has definitely impacted Imro’s productivity. The fact that we are using Altitude Software also contributes to our image as a professional call center service provider”, Armand Van der Velde explains.

“We developed an open and professional relationship with Altitude Software, in order to meet our challenges, within budget and timeframe. Altitude Software has a deep product and industry knowledge. The flexibility of Altitude’s technology provided us with a VoIP solution that is easily scalable, supporting our growth”, summarizes Armand Van der Velde.

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.

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