New Delhi, India, 20th November 2007 – Goldshield Group India’s new Contact Center, located in Goa, is achieving impressive growth rates. The new facility was opened to expand a successful BPO business and to support a growing direct-to-consumer healthcare business in India.
Altitude Software, a leading global independent contact center solutions vendor, has proved decisive in the successful performance of Goldshield’s Goa Contact Center. It provided the company with a “one vendor” complete multichannel customer interaction management solution that is cost-effective, requiring only a standard, flexible, scalable infrastructure and minimal capital investment.
“The Altitude Software approach differentiated itself by its agility, willingness and effectiveness in meeting and surpassing our demands”, was the Goldshield team evaluation. “The Altitude IP Contact Center Solution manages voice and data as one, with a good IP soft switch (Altitude vBox), together with an excellent software solution to manage the interactions at the contact centre (Altitude uCI). We are now able to ensure contact center services that are both highly competitive and of great quality”.
Goldshield is a global pharmaceutical company, headquartered in the UK and listed on the London Stock Exchange. The company has offices in the UK, US and India and has achieved rapid growth both organically and through product acquisitions. Goldshield has an extensive distributor base and distribution channels which cover more than 60 countries.
GoldShield relied on Altitude Software to develop in Goa a very flexible, but powerful operation. Supported by Altitude Software solutions, the contact center achieved to: Segment customers more effectively to increase satisfaction; Manage a growing number of agents and increasing call volumes with ease; Enhance agent productivity; Reduce operating expenses; and successfully administer and adhere to changing legal regulations.
GoldShield also profited from the highly-integrated nature of the Altitude Software suite to build more functionality with ease and to rapidly deploy business campaigns. The Goa Contact Center currently uses Altitude Software solutions integrated with Goldshield in-house VB based CRM solution, relying on a all-IP infrastructure with Altitude software solutions and the Altitude vBox as a communications management platform. As of October 2007, GoldShield business perspectives are bright, with agents numbers expected to double.
Being a modular, integrated multimedia contact center solution, the Altitude uCI provided Goldshield Contact Center with:
• Inbound Voice
• Outbound (preview, power and predictive)
• IP call classification (filtering answering machines, faxes, modems)
• Blending (inbound/outbound)
• E-mail,
• Unified centralized monitoring, queuing, routing, reporting
Altitude Software is a leading independent contact centre vendor with the Altitude Unified Customer Interaction™ (Altitude uCI) product line. Altitude uCI manages and improves customer relationships for each new interaction in a wide range of contact centers, from SMEs to large multisite organisations.
Altitude Software operation in India was established in early 2007, following-up on existing very significant distribution partnerships. Local service delivery capabilities have been built with fast increasing numbers of Altitude-certified engineers. With prestige customers such as RMSI; P&B Group; Goldshield and Sutherland, Altitude Software is adding fast to a growing customer base.
