Altitude Software launches Altitude uCI 7.5 in MENA

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Altitude uCI 7.5 is the latest release of the proven contact center solution software that boasts fifteen years of outstanding results throughout 700-plus contact centers worldwide. The latest release enables contact centers to embrace change, profit from virtualization, increase productivity and grow proactive customer service practices.

'Altitude uCI 7.5 truly delivers on Altitude's commitment to integrated innovation,' commented Riadh Boukhris, Altitude Software vice President Middle East and North Africa. 'With this new release introduced in the MENA region, Altitude Software further reduces the cost of implementing and maintaining multimedia contact centre operations.'

According to a recent study published by Gartner 'Research shows that multisite organizations in key industry verticals, such as the financial services sector, are consolidating their use of contact center technologies - focusing on improving service delivery, while optimizing the costs associated with customer interaction. This has driven a focus on more effective use of established technology through improved desktop applications delivery, better initial call screening, more use of scripted customer interactions, self-service automation and multichannel contact management' (Magic Quadrant for Contact Center Infrastructure, EMEA, 2006 - Terry Wright, Steve Blood, Bern Elliot, 13 March 2006),

New release strengthens contact center's ability to embrace industry-wide change

Altitude's new uCI 7.5 release includes a number of innovative features that strengthen the contact center's ability to embrace industry-wide change. Native IP supports distributed operations - including home-based and remote agents - streamlining IT investments and optimizing human resources. Altitude uCI 7.5 increases customer satisfaction via proactive customer service features and friendlier voice self-service applications. This latest release also provides managers with the tools to centrally design and implement flexible service-delivery models that profit from increased agent productivity.

The Altitude uCI 7.5 suite delivers significant benefits in three key areas:

Virtualized Operations

Altitude IP Contact Centre provides businesses with a SIP-based multi-channel contact center solution, allowing centralized management and configuration as well as intelligent routing, monitoring and reporting capabilities for several contact center deployment options, such as:

• 'on-demand' contact center;

• home or remote agents;

• multiple sites centrally managed or;

• on customer premises.

The Altitude solution ensures business continuity with transparent interaction off-loading between sites. It allows for rapid application development and enables fast replication of services to multiple sites. All features and functionality are available over pure IP, traditional PBX/PSTN or hybrid solutions. This solution can include the Altitude vBox, cost-effective IP communications software optimized for highly flexible IP contact centre solutions, running on 'off-the-shelf' hardware, using both hard and soft phones.

Reinvented Customer Service

The Altitude uCI 7.5 suite is designed to help companies reinvent customer service through 'proactive customer care', enabling contact centers to use outbound calling to increase customer goodwill. Businesses can use the contact center to proactively contact affected customers/groups when service disruptions are anticipated. Or they can pursue customer satisfaction follow-up after service fulfillment. This business approach can prevent inbound call peaks, allow for better staffing and resource management, and above all increase customer satisfaction

Altitude's Unified Dialler application now includes a new Altitude Call Classifier module that complies with telemarketing regulations (e.g. UK/US Compliance Regulations). The software nature of this solution, combined with its new hardware clustering capabilities, increase both scalability and redundancy, while continuing to reduce costs.

Also, in today's marketplace, the IVR stand-alone solutions are insufficient, as more user-friendly interfaces are becoming the standard. The Altitude Voice Portal is a powerful self-service platform that delivers enhanced voice self-service through 'best-of-breed' Text-to-Speech and Automatic Voice Recognition solutions pre-integration, while supporting standard protocols like Voice XML (VXML). Likewise, the new Graphical Flow Editor and 'Dry-Run' testing features significantly decrease dialog design time and complexity.

Boosting Productivity

Contact Centers are adopting innovative tools that allow managers to design and implement flexible and powerful service-delivery models, while profiting from increased agent productivity.

The Altitude Fast Script Builder is an intuitive tool with a powerful interface for campaign flow and agent desktop screen creation that enables CRM outsourcer account managers to design campaigns, validate requirements, and signoff specifications with the customer seamlessly and quickly.

The new Altitude Unified Desktop is an enhanced framework for agent desktop families. It delivers quick integration for back and front office applications into a unified agent desktop, optimized for real time management of multiple channels and customer interactions.

The new Altitude uAgent builds on the power to create a single desktop for both browser and Windows deployment. A highly customizable redesigned GUI Knowledge Base with external controls has been added to improve 'first call resolution' and enable faster response to emails and chats..

Altitude Software Customers Reap Rewards

'The Altitude uCI 7.5 increases customers' power to embrace change and adapt to current industry-wide trends, from virtualization, to productivity and proactive customer service. Our solution's unified architecture is unique in the industry, with a single configuration database, single language and single design editor. These characteristics allow us to shorten time-to-market and further reduce operational costs,' remarked Miguel Lopes, Vice-President of Marketing at Altitude Software.