Contact Center Solutions Featured Article

AltiGen Partners with Insource Technology

November 28, 2012

AltiGen Communications, Inc., a provider of software-based Unified Communications (News - Alert) solutions, recently announced that its MaxACD Contact Center for Microsoft Lync has been selected by Insource Technology Corporation.

Customers deploying the solution will be ensured the Insource 's Value-Added Guarantee, under which a client can adjust payment if it is determined that the value added is not commensurate with the established fee arrangement.

MaxACD for Lync is designed with an intuitive easy-to-use graphical user interface, MaxACD Administrator, so IT staff can easily manage the system and reduce administrative costs. Since MaxACD is IP-enabled and modular, call-centric businesses are protected against growing out of their investment.

The solution features account codes that allow the user to input an account code on each call to track telephone usage in order to bill back to clients or create a record of calls specific to a project and to budget and forecast expenses.

"Microsoft (News - Alert) Lync is the best communications and collaboration system on the market today," said Chris Hayes, Insource Director of Unified Communications. "To provide a comprehensive solution for our customers, we chose to add contact center capability to our Microsoft Lync offerings. We selected AltiGen's (News - Alert) MaxACD solution over three other Microsoft Qualified products based on MaxACD's maturity, ease of use and attractiveness of the license structure and pricing to customers. We were also thoroughly impressed with its functionality. We will be deploying our first MaxACD contact center later this month for Lakewood Church and Joel Osteen Ministries."

MaxACD for Lync allows administrators to configure a call return rule based on the country in which they reside. This applies to call return from Caller ID, Zoomerang, and making a call from Microsoft Outlook. Also, the business hours profile feature allows for setting morning and afternoon business hours for each day of the week. Multiple business hours can be configured in a system.

Multiple Business Hours profiles can be assigned to DNIS Routing and Trunk In Call Routing entries as well.

"Insource Technology Corporation has built an impressive reputation over the years for providing unmatched service and expertise," said AltiGen VP of Sales Mike Plumer. "In addition to their wide range of Microsoft and network services offerings, they are developing value add products such as the Insource Lync Virtual Receptionist™. We are impressed by their comprehensive approach to providing complete solutions for their customers. We are extremely pleased to have them join our growing network of top Microsoft partners offering MaxACD." 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

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