Contact Center Solutions Featured Article

European Utility and African Bank Win Altitude Awards

June 10, 2011

European energy company EDP and to BCI, the second largest financial institution in Mozambique has received the Innovation Awards, ex-aequo from Altitude Software, a independent global contact center solutions vendor.


Supporting several business processes with specifically developed front-office and back-office scripts, the Altitude powered EDP Group contact centers in Portugal and Spain are powerful customer service tools for its EDP, Hidrocantábrico and Naturgas brands, with unique numbers giving access to automated and agent-assisted customer care. It has back-end integration with SAP-based customized information systems and CRM applications. For electricity and gas distribution operations in the Iberian Peninsula, the Altitude uCI solution for EDP manages voice (inbound and outbound) and IVR, monitors operations and issues a number of operational and management reports.

Altitude Software is a provider of unified customer interaction solutions, managing dynamic contact centers independently of platforms since 1993.

“The recipients of this year's Innovation Awards have set an example by extending the boundaries of the contact center and succeeding in improving customer service" stated Mr. Gastão Taveira, Altitude Software's CEO. "BCI Bank successfully integrated its customer service with its transactional banking system, enabling agents to become much more effective at addressing customer's needs in the challenging African market. EDP Energy Group has a great customer service innovation track record in a somewhat conservative industry.”

Through business model improvement and technology-based innovation on top of Altitude Software solutions, the Altitude Software Innovation Awards, now in its second edition, aim to encourage and reward companies and organizations that deliver great service and outstanding business performances.

Recently, the company announced an expansion of their joint offering. This strategic partnership provides new solutions with next generation natural language technology to voice-enable self-service options for a broad range of advanced contact centre solutions. The joint offering integrates the Loquendo MRCP Server, certified to work with Altitude Voice Portal. The Loquendo MRCP Server is a server-based solution for large-scale deployments of automated telephony applications.


Raju Shanbhag is a contributing editor for ContactCenterSolutions. To read more of Raju’s articles, please visit his columnist page.

Edited by Rich Steeves



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