Contact Centers’ Increased Operational Complexity Spurs Outsourcing Growth


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Leading Contact Centre Service Providers Discussed Future Trends at Altitude Software User Group Conference

Brussels, Belgium, October 3rd, 2007 – Operating Contact Centres is an increasingly specialized and complex business, feeding the growing trend towards outsourcing this corporate function. A number of leading worldwide and regional CRM service providers gathered recently in Brussels at Altitude Software’s Workout’07 – CRM Outsourcers User Group Conference, to discuss industry trends and map the future.

At the three day event, Contact Centre corporate leaders described a complex industry landscape. Among the biggest trends affecting contact centre’s industry future:

– Increased business specialization, as more and more contact centre-linked corporate functions are outsourced in a growing number of industries.

– Highly diversified organizational solutions, as the need for sophisticated skills and a diverse population demand for flexible solutions such as agents at home, “nearshoring” and shared remote experts;

– The need for effective, reliable operational technology solutions in order to deal with new legal requirements and regulation.

– The need for technology that supports “Virtualised” contact centres, enabling centralised hosting, fast multiple site deployments, home based agents, the extension of the contact centre into the whole enterprise, shared remote experts and delocalisation.

Innovative business approaches and the best use of Altitude Software technology solutions were high on the participant’s agenda, promoting knowledge sharing and best practice identification among top managers from major global and regional service providers, senior Altitude executives and key partners and vendors. One of the highlights of the event was the speech by Tom Rocca, president of the KPI Group. With more than 25 years’ experience in client services and sales technology re-engineering for contact centres, Tom Rocca has been an active member of the ATA (American Teleservices Association) since 1987.

Gastão Taveira, CEO of Altitude Software, closed the two day conference with an outline of Altitude’s technology road map for the customer interaction management industry and a glimpse of Altitude’s next generation solutions. “This was a great opportunity to enhance our strategy for the outsourcing market, were Altitude Software has been steadily increasing its market share” said Mr. Taveira. “The event was again very well received by our customers, partners and industry leaders, who enjoyed the chance to share a few days of hard work and some entertainment.”

After two days of conference, the Workout’07 closed with the third edition of the Altitude Open Golf tournament at the Chteau de la Tournette.

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