SMT Direct selects Altitude Software for contact centre solution

With operations in North America, Pakistan, India, Dubai and Latin America, SMT offers its customers a choice of best-shore, near-shore, on-shore and off-shore services model to ensure inbound and outbound voice campaigns can be successfully executed faster and in a cost-effective manner while keeping the message dynamic and current.

"At SMT we are committed to providing our clients with the best quality global service," says SMT Direct president and CEO Tony Nadra. "We selected Altitude's solution set because of its reliable, proven contact center solution that will support our continued growth and further enhance our quality."

Altitude uCI is 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 Web chat.

"As our customers grow, so do our infrastructure to meet their ongoing needs," adds Nadra. "After serious due diligence we selected their solution based on its customer interaction management solutions for customer service; help desks; collections; order desks; outbound telemarketing, sales and service; and business process management. All modules that our customers are now asking for in an integrated call centre solution."

"Agile business are reporting an increased need to respond to market and customer demands, for which they are riding the wave of technological innovation", stated Lorraine Green, Altitude Software General Manager NA. "Deployments of communications-driven business processes have been limited. But, as companies such as SMT shift to platform-independent solutions such as Altitude uCI, and run distributed operations over IP and without being impacted by the technology infrastructure, the barriers to innovation are being reduced and more advanced business applications and processes are emerging."

"The combination of advanced customer interaction management (CIM) technology and customer service excellence is today a winning formula for contact centre success - a formula on which an increasing number of organizations, specifically CRM outsourcing companies, have today built their entire business,"

added Riadh Boukhris, Altitude Software Vice-President Middle East, Africa and South Asia.

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 centers worldwide, having won 25 plus industry awards for innovation and performance.

Altitude uCI is a suite of customer interaction management solutions, with the broadest coverage, supporting both open and proprietary VoIP solutions, leveraging the detailed know-how of the contact centre operational aspects, from agent coaching to IT management. The continuous bet on innovation, brought all Altitude uCI features to new VoIP platforms, and adds support for new media like SIP, MMS and 3G Video.