Altitude Software scoops technology innovation award at SICCAM 2005

The award specifically comes in recognition for the Altitude uCI deployment at leading outsourcing companies as well as the recent Altitude uCI 7 W'05 Feature Pack launch in the region. The Technology Innovation Award from SICCAM is a first-time honour for the Altitude uCI suite, a platform independent contact centre solution with a universal queue and full blended support for voice (inbound and outbound), IVR, email response management, Web collaboration and chat. Typical business activities powered by Altitude uCI include telebanking, debt-collection, customer services, lead generation and telesales.

In announcing the winners, Mohamed El Ouahdoudi, Director of the SICCAM, stated "The SICCAM Awards were created to recognize and honor contact centre products and services used in North Africa. The calibre of this year's winners is evidence that the contact centre industry in this region is flourishing, and we are pleased to distinguish Altitude Software with our 'SICCAM 2005 Technology Innovation Award' for the successful implementation of its contact centre technology at major outsourcing companies."

Vendors were judged on a variety of criteria designed to assess the quality of the solution ranging from support to overall design and innovation of the product. The awards were given last month by Mr Jamai, Casablanca Regional Investment Centre Director, who also delivered his keynote address to more than 100 delegates.

Commenting on this latest award, Riadh Boukhris, Altitude Software vice president Middle East, Africa and South Asia said, "We're honoured to receive this endorsement from a leading, independent contact centre publication and conference specialist in MENA. All companies are looking for tools that help them prosper, while creating a consistent customer experience. Our users have seen rapid return by investing in Altitude uCI and this latest Technology Innovation Award further validates that we are fulfilling a market need."

Altitude Software is one of the leading independent global providers of contact centre software solutions. This European company boasts customers with more than 130.000 agents in over 57 countries and has an extensive global network of distribution partners. In addition to this 2005 Technology Innovation Award, Altitude Software has recently been honoured with the 2005 ContactCenterWorld.com Members' Choice Award for 'Best Outbound Contact Centre Solution' in Europe, Middle East and Africa. Besides, it is today the only global vendor of European origin to be listed in Gartner's "Contact Centre Infrastructure Magic Quadrant 2004 - EMEA Region" report.

Generating tangible business benefits
Delivering a suite of software modules for automating and maximizing contact centres, Altitude Software is helping fast-paced companies around the world realize world-class contact centre operations, with truly integrated solutions that incorporate blended and multi-media modes of interaction.

Tunisia-based SPG/Global Call Centre is a good example of a CRM outsourcing company which is using advanced call centre technology to better manage its operations. Global Call Centre is a major supplier of international outsourcing of inbound and outbound CRM services that specializes in serving the IT, retail and telecommunications industries. With a fast growth pace over the last 4 years, the company is today firmly established as the leading contact centre outsourcing company in Tunisia.

By using state-of-the-art predictive dialling technology since March 2005, Global Call Centre has been able to increase the overall productivity of its telesales and debt-collection campaigns by over 25%. The outsourcer was previously using the outbound power mode. "We are very pleased with Altitude's solution as a tool for enhancing customer care and increasing our productivity," said Sahbi Gargouri, Managing Director of SPG.

A further example in North Africa is Atento which has recently extended its Altitude uCI solution with the implementation of the new system at the outsourcer's Tangier-based contact centre. Altitude uCI was previously deployed at Atento's main site in Casablanca. Atento Morocco is the company that carries out Atento's leading activities in the Moroccan market. The company manages over 87 million contacts each year and has a market share of 72 percent in Morocco.

Today, Atento Morocco has clients in Morocco, Spain, and France and renders its services to companies in numerous sectors including telecommunications, finance, insurance, pharmaceuticals, consumer products and transportation. "The Altitude uCI contact centre solution provides the sophistication that we need to maintain and increase our competitive advantage in North Africa, and it is the perfect fit to the numerous CRM campaigns we have in place," said Abdelaziz Boumahdi, Sales Director at Atento Morocco.