Canadian Contact Center Outsourcer Boosts First Call Resolution Rate With Altitude Software IP Solution


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Markham, ON, Canada, June 30th, 2008 – Optima Communications International Inc., a Canadian contact center outsourcer specialized in customer relationship optimization, has experienced a strong increase in its First Contact Resolution (FCR) rate, after deploying the Altitude Software’s IP Contact Center suite at its locations.

Optima Communications selected the Altitude IP Contact Center solution to increase service levels and boost its FCR rate, while keeping operational costs down. The company prides itself on close working relationships with long standing customers. It has two contact centers with 300 agent positions each.

“The First Contact Resolution rates are a top priority with our clients. We measure it in three ways. Through post-call surveys, ACD records examination for calls to or from the same number in a short period of time, and by instructing the agents to ask the callers if their question was satisfactorily answered at the end of the contact”, explained Elizabeth Sedlacek, Business Development Director for Optima Communications. “The Altitude solution helped Optima achieve its FCR targets by intelligent call routing and providing contact history at the agent desktop. Moreover, as an outsourcer, we needed separate knowledge bases for each one of our major clients and the Altitude suite enabled us to do so. At the same time, it provided us with an innovative technology solution that increased our productivity and service levels”.

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 running on standard hardware. The Altitude uCI is a proven suite of contact center software solutions that boasts fifteen years of outstanding results throughout 800-plus contact centers worldwide.

“First contact resolution is a top priority for CRM outsourcers. However, in order to obtain high rates of FCR, it is mandatory to invest in cost-effective, state of the art solutions that improve the costumer care service at both the reactive and the proactive level”, said Mark Lepko, President, North America, for Altitude Software. “In the last few years, Altitude has created innovative software solutions to assist contact centers to embrace change, profit from virtualization and focus on their business rather than on the infrastructure. More and more the contact center industry recognizes our offering’s quality and companies such as Optima get to accomplish actual results with Altitude IP Contact Center suite in a daily basis”.

The Altitude IP Contact Center solution is a complete modular software suite that helps boost FCR in several ways:
– Self-service via the Altitude Voice Portal (IVR);
– Intelligent Call Routing;
– Customer data and call records presented at the agent in real time;
– Built-in knowledge base;
– Automated email replies;
– Workflow engine;
– Scriptbuilder tool;
– Supports chat and web colabooration

Altitude Software is a leading independent contact center solutions vendor, with 18 offices worldwide, resulting in a fast expanding regional customer base and strong partner network with a special focus on delivering business value to contact center outsourcers.

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