Altitude Software accelerates contact centre campaign building and selling in MENA

This innovative tool saves time and resources in the campaign definition phase, shortening the customer campaign sales cycle in the contact centre.

The Altitude Fast Script Builder is an intuitive but powerful interface for contact centre campaign flows and agent desktop screens creation. It enables non-technical / business development staff to create campaigns "on the fly", building full multimedia interaction flows to customer specifications and for use by contact centre agents in Windows and web desktops.

The tool provides a library of "template" campaigns and allows any contact centre organization to add their own campaign models. Embedding these models in the new campaign defaults, enables "Best Practice" diffusion in the company.

The Altitude Fast Script Builder also brings more autonomy to contact centre operational managers in performing minor modifications on campaign flows and screens to optimize the agent's effectiveness, saving a great deal of IT team valuable time. A configuration wizard enables less experienced users to be guided through the script customization options, increasing usage and reducing training time.

"We're delighted to launch Altitude Fast Script Builder in the MENA region", commented Riadh Boukhris, Altitude Software vice-president Middle East, Africa and South Asia. Boukhris stressed the significant value of this new module for CRM outsourcers in the region, "this market segment is the fastest-growing one for Altitude in MENA, and Altitude uCI is today used by some of the region's most successful contact centre outsourcing providers, from Saudi Arabia to Bahrain, Tunisia, Morocco and the UAE."

"Altitude Fast Script Builder allows Transcom to be even more responsive with less reliance on IT resources."

"At Transcom our centralized IT team creates over 250 campaign scripts per year for our different clients. More than 10% of these scripts need to be updated every week. Often we are requested to develop a new campaign from scratch due for the same day. And we very rarely charge our clients for the development of the campaign script", explains Florence Orzakiewicz, Business Improvement Manager at Transcom Worldwide. "Transcom needs the ability to build and amend campaign scripts quickly and easily, with as few handoffs between teams along the way as possible. The new Altitude Fast Script Builder gives us the additional flexibility we are looking for, enabling business managers to create and maintain campaign scripts in a visual and intuitive manner without the need for IT intervention."

Transcom WorldWide is a rapidly expanding CRM solution provider, with 48 service centres, employing more than 11.700 people, delivering services to 26 countries across EMEA. Client programs are tailor-made and range from single applications to complex programs, which are offered on a country-specific or international basis in up to 33 languages.

Innovative tool saves contact centres time and resources when building campaigns, shortening the sales cycle.

The Altitude uCI Fast Script Builder increases operational flexibility and reduces the sales cycle by empowering non-technical business managers to rapidly build agent scripts without relying on IT or a tender for programming. Altitude Fast Script Builder features:

• Intuitive GUI, designed specifically to build contact center campaigns;

• Pre-defined Campaign Templates for Flows and Screens;

• Configuration wizard to enable less experienced users to be guided step by step;

• "Drag & Drop" graphical editing of campaign screens and flow;

• Backward compatibility with existing ASL script for Altitude customers;

• Highly customizable desktop, with custom fields, buttons, pictures & more;

"Altitude Software was the pioneer in providing a single language to manage the full contact centre interactions, including not only voice but also email management and IVR scripting" states Miguel Lopes, Product Management Vice President at Altitude Software. "Now with Altitude Fast Script Builder we continue to innovate, as it allows outsourcing business managers to accelerate their selling cycle, increasing revenues and saving time and costs for the IT teams."

Altitude Software is a specialist global vendor of integrated solutions for the contact centre. The Altitude uCI (Unified Customer Interaction) suite has a ten year plus track record of outstanding results in contact centres worldwide, having won 25 plus Industry Awards for Innovation and Performance.

Altitude Software products and business model are of increasing interest to the customer-centric company, as acknowledged by analyst and market research firm Gartner, Inc. in the
recently published "Magic Quadrant for Contact Centre Infrastructure, EMEA, 2006", which
has again placed Altitude Software in the Visionary quadrant in the contact centre market.