• October 19, 2011

Altitude Software Gives Skype Advantage to Contact Centers

Altitude Software today launched Altitude uCI (unified customer interaction) solution features for contact centers wanting to manage and provide customers with free Skype calls and click-to-call convenience.

The Altitude uCI solution enables contact centers to set up global toll free numbers, provide click-to-call convenience on the Web, and manage and service customers making Skype calls into the contact center. At the end of 2010, Skype had 630 million registered users, up 20 percent from the year before.

"Skype has very high potential as a customer interaction channel if properly managed," states Miguel Lopes, vice president of marketing at Altitude. "Using Altitude uCI and Altitude vBox, contact centers can integrate and use Skype to provide added convenience and better service to customers. Skype's simplicity, low cost, and widespread usage appeals to growing numbers of companies and people worldwide".

Millions of individuals and businesses use Skype to make free video and voice calls, send instant messages and share files with other Skype users. Every day, people everywhere also use Skype to make low-cost calls to landlines and mobiles.

Altitude uCI enables contact centers using Skype to do the following:

  • Apply intelligent routing to Skype calls;
  • Use agent desktop applications and alerts in Skype calls;
  • Monitor, record, provide history and reporting for Skype calls; and
  • Use Skype calls data and information within leading CRM and WFM applications.

Altitude uCI is a software suite that manages high-volume customer interactions like customer service, help desk, collections, telesales, and surveys. Components include Unified Design Studio, Unified Desktop, Intelligent Routing, Predictive Dialer, Voice Portal, Monitoring, Reporting, Workforce and Integration. Together with Altitude vBox, a full-featured SIP software solution (integrated with Skype Connect, it becomes a multimedia IP contact center solution that can be deployed on a short time-frame with low total cost of ownership.

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