Altitude Software IP-enabling Altitude uCI

| Contact Center/CRM Views and Analysis

Altitude Software IP-enabling Altitude uCI

Lisbon, Portugal-based Altitude Software today announced that it plans to launch its first comprehensive "all in one" IP contact center solution, termed the Altitude vBox, later this year. The solution is expected to look like an IP-enabled version of the company's flagship product, Altitude uCI, which is a suite of contact center solutions that offers both inbound and outbound dialling algorithms, call classification, unified supervision, universal queue and intelligent routing. The product, both the traditional version and, one can assume, the IP-enabled vBox, is marketed toward companies that offer customer service, help desk functions, collections, ordering, outbound telemarketing, sales and service and business process management.

I'll post an updated blog when the product is released to the open market.


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Paris, April 12, 2005Altitude Software, a leading independent contact centre vendor, has announced today an innovative, “all-in-one” IP contact centre solution, at leading international call centre event SECA 2005, in Paris, France.

The Altitude vBox, to become available in late 2005, is a turnkey solution that combines the Altitude uCI full multimedia contact centre functionality with the benefits of IP networks in a reliable converged communications system, resulting in a cost effective, flexible IP contact centre solution. Fully scalable, the solution can start with just a few seats and grow to meet each organization specific business needs.


 The Altitude vBox provides businesses with an open standard, software-based contact centre solution allowing for decentralized end-points with centralized management; Historical and real time reporting; Intelligent routing; Universal queue; Inbound, outbound and blended voice; Email; Web collaboration and chat; Screen pops; Data look up and Contact history. The solution integrates an open source IP-PBX, a Web-based configuration management interface, and a “Intel Inside” fully integrated network appliance within a small, elegant, robust box.

“Altitude Software implements IP contact centre solutions and supports major IP-PBX vendors since early 2001. Our strategy is to build solutions independent from infrastructure so that clients are able to leverage or reuse 100% of their contact centre applications and 70% of their middleware, and that is a compelling business case. We enable clients to effectively transition to VoIP, on their terms”, states Mr. Miguel Lopes, Marketing and Product Management Vice-President at Altitude Software.

A compelling reason to rely on Altitude Software solutions is the fact that the same application layer is leveraged for different platforms and infrastructures, allowing different infrastructures to integrate and coexist. Altitude protects business investments, keeps the business intelligence and allows future growth and evolution. The Altitude uCI is a complete multimedia contact centre solution, which includes inbound and powerful outbound dialling algorithms, call classification, unified supervision, universal queue and intelligent routing.

Boosting companies ability to implement an effective CRM strategy

The Altitude uCI is a suite of customer interaction management solutions for customer service; help desks; collections; order desks; outbound telemarketing, sales and service; and business process management. Altitude uCI 7 introduced support for virtual contact centres, reusable function modules, quick campaign and site replication and enables an easy integration with information sources and applications. The new features allow customers to reach new levels of productivity and to boost their ability to implement an effective CRM strategy.

Its 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, 2004”, which has again placed Altitude Software in the Visionary quadrant in the EMEA contact centre market.



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