Altitude Software builds global CRM outsourcing industry community

Fast-growing outsourcing players from the Middle East and Africa region are specifically attending the event, such as Frontliners (Saudi Arabia), Atlas On Line (Morocco) and AnswerPlus (South Africa & Mauritius).

"The CRM outsourcing market has grown very fast over the past three years in the Middle East & Africa region and the scheduled introduction of new offshore facilities such as the Dubai Outsource Zone looks set to further fuel that growth,"

comments Riadh Boukhris, Altitude Software vice President Middle East, Africa & South Asia.

During the Workout'06 event, senior executives from major service providers will share experiences and discuss the most important trends and challenges facing contact centres today.

"This forum provides an opportunity to partner with our customers and openly discuss strategies for leveraging technology to drive efficiency and effectiveness within the contact center," said Gastão Taveira, CEO, Altitude Software. "We are fast becoming the leading solution in the outsourcing sector and our regular industry-focused events are a symbol of Altitude's strong commitment to the industry's business needs."

At Workout'06, attendees will be shown a preview of the Altitude uCI 7.5, the newest version of the Altitude uCI (Unified Customer Interaction) suite, a solution with a ten year plus track record of outstanding results in contact centres worldwide. The 7.5 version, to become generally available in October 2006, delivers virtualised contact centre operations, enhanced customer service and productivity-boosting universal desktops. It enables contact centres to reach new levels of productivity, and strenghtens any organisation's ability to cost-effectively design, change, and constantly improve its service-delivery models.

Recent deployments certify Altitude's commitment to supplying contact centre service providers with specialised products and proven methodologies, designed to drive a sound return on investment:

- A large European CRM service provider (12.200 agents in 50 sites in 28 countries) is now able to provide the same campaigns and distribute them across Europe, seamlessly, profiting from cost-differences and business specialization among multiple sites, with access to remote agents at local call cost. The agents operate a standardised front-end solution that covers not only all contact center functionality but also the workflow tools to perform world class business process outsourcing.

- A pioneering contact centre outsourcing company in Jeddah (Saudi Arabia) has implemented Altitude uCI to more effectively manage large volumes of inbound and outbound interactions. Since the Altitude uCI suite was deployed, the company has experienced a 60% reduction of waiting times, a boost in first call resolution rates from 42% to 89%, and a significant decrease in call abandonment levels from 29% to under 4%.

- A leading telecommunications service provider in the Spanish market, increased their market share in the "triple play" market, supported by 1200 agents in Argentina with a major data center in Spain and a VOIP network connecting the sites. Powerful predictive dialling solutions enabled the company to effectively cover and contact the whole Spanish market in a few months.

The Altitude uCI is a suite of customer interaction management solutions for customer service; help desks; collections; order desks; proactive marketing, sales and service; and business process management. A solution with the broadest coverage, Altitude uCI supports 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.