Contact Center Summit Conclusions: More Flexibility Needed in Technology Solutions


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Toronto, ON, Canada, October 9th, 2007 – Contact Center solution vendors have to ensure businesses can benefit more from interoperable solutions, technology flexibility and infrastructure independence, as powerful forces, such as the widespread adoption of IP and Open Source technology, are reshaping the Contact Center technology landscape.

This strong message was delivered by the participants at the 2007 edition of Altitude Software’s Executive Summit, which recently took place in Toronto Canada. At the event, Contact Center executives from Canada and the US, together with the Altitude Software leadership, discussed the technology issues that are proving decisive for business:

– Technology solutions must be flexible in order to adapt to and integrate ever changing business requirements. Infrastructure independence is key in protecting investments;

– Economics and technology are turning new sourcing alternatives (hosted, on demand, etc.) as a source of competitive advantage;

– A commitment to interoperability is becoming a key condition for any successful partnership with technology solution vendors. Solutions must be designed with this in mind to ensure the value remains in the business applications;

– Vendors that have a global presence enable businesses to capture value and create business opportunities arising from the increased globalization of economic activities;

The Altitude Software Executive Summit was a major success. Customers and partners from the US and Canada, surveyed after the event, clearly acknowledged the quality of the debates, considering the event a learning experience and stressing the relevance of the networking opportunities. Two of the highlights of the event were the Keynote by Tom Rocca, president of KPI Group, with more than 25 years’ experience in client service, sales and technology re-engineering for contact centers. The other was an Application Case Study presented by Jolyon Parsons, CEO of Ciptex, an “on demand” provider of hosted contact center services. Gastão Taveira, CEO of Altitude Software, closed the conference with an outline of Altitude’s technology road map for the customer interaction management industry.

“The Executive Summitt was a great opportunity to discuss and validate our vision for the industry” said Mark Lepko, President, Altitude Software North America , “Altitude Software has been steadily building an effective partner network, and increasing its market share in North America following a major reorganization of our presence in early 2007. We are succesfully leveraging our global presence, thought leadership and outstanding products and customer support.”

In North America since 1999, Altitude Software has offices in Toronto, Canada; Chicago,Illinois; and Austin; Texas. The company has built a solid reputation as a contact center provider of specialized products and proven methodologies designed to drive sound return on investment. Altitude uCI 7.5 is the latest release of the proven contact center solution software that boasts fifteen years of significant results throughout more than 700 contact centers worldwide.

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