Contact Center Solutions Featured Article

AltiGen and ITLSN to Deliver MaxACD Contact Center for Microsoft Lync to Western U.S. and Latin American

August 13, 2012

AltiGen Communications, a provider of software-based unified communications solutions, and ITSLN, a Microsoft (News - Alert) Gold Certified Partner, forged a partnership to deliver AltiGen's MaxACD Contact Center for Microsoft Lync to the Western U.S. and Latin American market.

According to AltiGen (News - Alert), the MaxACD for Lync offers comprehensive sets of call routing and queuing rules, including presence-based and skill-based routing, to meet even the most demanding call center requirements. The skill-based routing strategy employed in the solution help contact centers shorten call handling time, increase agent utilization and productivity and also brings down agent training times.

AltiGen explained that MaxACD for Lync can also be configured to use Microsoft SQL queries for routing based on data that constantly changes, such as purchase order numbers, and customer ID numbers.

The partnership lets ITSLN to represent AltiGen in the Western U.S. and Latin American market and as a company that specializes in Microsoft's communications platform, Microsoft Lync, ITSLN stated that it selected AltiGen’s MaxACD to deliver added functionality.

“Most enterprise companies are transitioning away from legacy, hardware based phone systems. Microsoft's all software Lync solution combines voice, IM, audio, video or web conferencing and integrates with Microsoft Office. AltiGen’s MaxACD product extends that capability by providing the advanced functionality needed for sales, customer support, and IT help desk teams. The solution is affordable and provides great functionality for our customers. This was very important to us as we evaluated the available contact center products for Lync”, commented Linda Roude, ITSLN’s U.S. director, in a statement.

AltiGen acknowledged that with Gold certifications in seven Microsoft competencies, ITSLN is uniquely qualified to assist companies making the transition to software based communication solutions.

Some of the notable benefits of AltiGen MaxACD are: native support for Lync Server 2010; no special hardware necessary; straightforward install wizard; supports HyperV and VMware virtualization platforms; and more.




Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

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