According to a report by leading analyst firm Gartner, the technology has grown 28.5% in the region, boosted by investments in infrastructure and the growing focus on client servicing.
Altitude Software, a leading independent global contact center solutions vendor is, for the second year running, among the five largest vendors of IP-based contact center infrastructure technology to the Latin American market. This data is in the report entitled “Market Share: Contact Centers, Worldwide, 2006”, issued by Gartner, Inc. and published on May 4, 2007 (1)
“Altitude Software is reaping the results from offering a very competitive next-generation IP solution for those contact centers looking to unleash their potential”, states Elaine Ferreira, President of Altitude Software in Brazil and Vice-President for the Latin American region. “Altitude Software has a seven-year track record deploying Altitude IP solutions worldwide. Two years ago Altitude Software entered the Latin America market with the Altitude IP Contact Center, making an impact with a complete solution that can boost any contact center’s ability to embrace industry-wide change”.
When considering the figures presented by the Gartner report, concerning the total of the sales of IP agent shipments in Latin America, per supplier, Altitude Software is 5th in the ranking with a 7.6% share based on contact center agent shipments. The regions growth potential is underlined by the report: “the Latin America region showed a 28.5% year-over-year increase in total agent shipments in 2006 (.) IP agents represented 34.8% of total agent shipments in Latin America in 2006. Like the Asia/Pacific market, Latin America is being driven by both infrastructure investments by BPOs and by an increased focus on customer service as individual country economies mature, particularly in Brazil, Argentina and Mexico.”
The latest Altitude IP Contact Center is a complete solution for IP based contact centers and it can put together the Altitude uCI software suite and the Altitude vBox, a contact center optimized soft switch running on standard hardware and based on AsteriskTM. “This enables customers to reap the benefits of world-class software functionality at a modest cost. We have leading companies in the region using Altitude IP Contact Center with Altitude vBox, and the solutions’ growing acceptance is a reality that will benefit from the demand for IP technology”, said Mrs Ferreira. Altitude’s regional customer base includes companies such as Aché, Banco de Guayaquíl, Banco Itaú, Contax, Dedic, Eli Lilly, FEMSA Coca-Cola, International Paper, SEARS, TMKT, Voxline, among others.
The Altitude IP Contact Center, a native IP solution, streamlines IT investments and optimizes human resources, providing businesses with a SIP-based multimedia contact center solution and a wealth of advanced features, including unified desktops, routing, reporting, dialing, voice portal, management and open integration via Web services and/or Altitude connectors. The Altitude uCI suite architecture is unique to the industry with a single language and editor to all media interactions simultaneously and in real-time on IP-PBXs (i.e. Altitude vBox) and/or traditional PBXs.
1) Gartner, Inc., “Market Share: Contact Centers, Worldwide, 2006” by Drew Kraus, May 4, 2007.
