Altitude Software demos award-winning call centre solutions at GITEX 2004

The Altitude Software stand will be located within the Dubai Internet City (DIC) Community Zone, on Concourse 2, between Halls 7 and 8, at the entrance by the Convention Gate. The Gulf Information Technology Exhibition, better known as GITEX, is expected to attract over 100,000 visitors this year as attendance is set to boom by 35%.

As part of the DIC Business Seminar programme, Altitude's speaking slot is scheduled for Wednesday, October 06 at 16h30. "We look forward to sharing our experience on the importance of customer interaction management for the GCC contact centre market during GITEX," said Riadh Boukhris, Altitude Software Vice President Middle East, Africa and South Asia.

Key issues to be discussed during the business seminar specifically include:
• how companies could significantly boost profits by retaining 5% more of their customer;
• what organizations must understand in order to build strong and value added customer relationships;
• understanding how to boost the efficiency and the productivity of contact centre agents

From Cost Centres to Profit Centres
"Call centres have come along way since the days of automated dialling from an isolated business unit, considered to be a cost centre. It is now widely accepted that developing and maintaining an existing customer is considerably more cost effective than winning a new one, but to do so effectively requires an holistic approach to CRM, at the core of which lies the new strategic contact centre," said Riadh Boukhris.

One company has been serving the MENA contact centre market since 1999 and is a strategic player in the global customer interaction management marketplace. Altitude Software today boasts customers in over 55 countries and provides a regional base in DIC for the Middle East, Africa and South Asia regions. Delivering a suite of software modules for automating and maximizing the contact centre interaction process, this European company has already helped many regional companies realize world-class contact centre operations, with truly integrated solutions that incorporate blended and multi-media modes of interaction. Altitude's solutions to be showcased at GITEX this year offer all the functionality required by today's contact centres in a modular design, giving users the freedom to buy the complete solution - easier and more cost-effective to implement than a mixed environment - or purchase core products and add additional components as contact centre needs evolve.

Proven Success in the GCC
Altitude Software customers in the MENA region span industries from Banking to outsourcing and Telecommunications operators: key markets that look to differentiate themselves through excellence of service, while maintaining a cost-effective contact centre operation. Altitude's fast-growing worldwide customer base, includes such MENA leaders as Etisalat/The Contact Centre (UAE), The Saudi British Bank (KSA), American Express (KSA & Bahrain), Pension Fund (KSA), La Poste Tunisienne (Tunisia), Atento (Morocco), Outsourcia (Morocco), Dubai Bank (UAE), Sahm Technologies (UAE), AnswerPlus (Mauritius), Globalcom / SCS-Net (Syria), National Bank of Abu Dhabi (UAE), Shell (South Africa), Global Call Centre (Tunisia), Abu Dhabi Islamic Bank (UAE), BankEuropa (Turkey), Dubai Government (UAE) and Yemen PTC (Yemen). These customers use the Altitude uCI suite for a variety of contact centre functions including telebanking, telemarketing, customer service, order fulfilment, debt collection and market research.

Award-winning Technology
Altitude Software will be demonstrating the Altitude uCI suite at its GITEX exhibition stand. Altitude uCI has already been honoured this year with ContactCenterWorld.com's award for Best EMEA Multi Channel Contact Centre Solution. The company recently reached "Top Two" in world's third largest call Centre market by winning IDG "Best in Class CTI Solution" award in Brazil. Besides, Altitude Software is the only global independent vendor of European origin to be listed in Gartner's "Contact Centre Infrastructure Magic Quadrant 2003 - EMEA Region".

Altitude uCI is a customer interaction management (CIM) solution with full blended support for voice (inbound and outbound), IVR, email, web collaboration and chat. The following functionality will be showcased during GITEX: Computer Telephony Integration (CTI); inbound, outbound, and blended capabilities; agent scripting and interface; Interactive Voice Response (IVR); web call-back and collaboration; web chat; real-time supervision and call recording.