Virtual Contact Center Technology Opens the Road for Faster ROI


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Altitude Software’s users observe growing acceptance for the hosted contact centre model

Brussels, Belgium, 13 November 2008 – As a leading independent contact centre solutions vendor, Altitude Software shared its vision and exchanged ideas with major worldwide and regional CRM service providers during its user group conference in Belgium. The participating experts confirmed a clear trend: contact centre technologies based on a hosted model are rapidly gaining acceptance.

Hosted solutions gain interest and receive high scores for flexibility, scalability, cost benefits and vendor neutrality, leading to fast ROI improvement. Experts stress that hosted solutions work for companies of any size, but create even higher benefits in a context of limited budgets and in-house IT resources, fast growth, seasonal highs and lows or urgent implementation needs, for instance in a crisis situation.

Gastão Taveira, CEO of Altitude Software, agrees: “Contact centres are becoming more virtual and multichannel. Technological vendors must grant their customers with such capabilities allowing them the needed flexibility to evolve into multisite and home-agents operations, with centralized solutions which may be fully hosted”.

Hosted or on-premise, testimonials show benefits of both
The conference offered testimonials of successful on-premise and hosted model solutions. Depending on the specific context of the client, Altitude Software can offer either one or the other.

Altitude Software’s Belgian partner CYTAL Business Systems recently handled the deployment of a major European governmental organisation’s contact centre. In just two months, Altitude Software’s fully hosted solution was implemented. Agents of all European nationalities speaking 22 languages are now responding efficiently to questions about European policies, arriving via different channels from EU citizens in all European countries.

Recently, IKEA also selected CYTAL and Altitude Software as its contact centre solution and confirmed its entire satisfaction of the successful on-time implementation.

Other trends
At the user conference, some other trends in the contact centre business were confirmed:
– Homeshoring: the growing number of contact centre agents working from home require specific software and management solutions.
– First contact resolution: customers expect user-friendly and adequate response to their enquiry at the very first contact.
– Switch-independent software: organisations demand seamless software integration within their existing infrastructure.
– Two way accessibility and availability: agents need extensive information (a 360° view) about the customer and the request. Customers on the other hand want fast access to the contact centre, regardless of the communication channel.

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