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Altitude Identifies Latin America as Dynamic Contact Center Market

May 03, 2010

Contact Centers in Latin America do their best to reach real time legal compliance, provide business performance metrics and integrate new channels like social media and connect customer interactions to business processes, according to Altitude Software.


And that's just the beginning.

At the Altitude Software Top User Conference in Bahia, Brazil on April 30, 2010, contact centers shared market insights to help industry professionals grow more in the industry.

The approximately 200 contact center senior executives and specialists across Latin America that attended the Altitude Software's ASLUC User Group Conference presented a very concise set of business priorities.

The business leaders, partners and vendors in Latin America's contact center industry recognize the change in business processes and regulation, customer expectations. New information architectures are needed to manage the interactions with customers.

 

Gastão Taveira, CEO at Altitude Software, stated that contact center operational management should more and more be based on business metrics measuring and tracking key business variables and servicers offered by the contact center, in real time. Instead of emphasizing on efficiency and costs to generate revenue and enable customer satisfaction, contact centers' contribution highlight should be indicators like the contract activations, first call resolution or recovered debt.

Latin Americais turning out to be the most active contact center markets in the world. Altitude Software management and partners revealed experiences and openly discussed the most significant trends and difficulties faced by contact centers in Latin America at the ASLUC User Group Conference.

The Altitude vBox 4.0, the recent version of the full-featured SIP Server, was introduced by Altitude Software at the ASLUC User Group Conference. The product is optimized to allow organizations to quickly deploy powerful, state-of-the art multimedia IP contact center solutions.

Customers and partners also had the privilege to see a preview of the impending Altitude uCl 8, the latest version of the Altitude uCI (Unified Customer Interaction) suite. It will include new features that allow contact centers to gather information and join interactions with business processes.


Anuradha Shukla is a contributing editor for ContactCenterSolutions. To read more of Anuradha's article, please visit her columnist page.

Edited by Marisa Torrieri

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