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Business Performance Metrics Are the New Frontier for Contact Centers in Latin AmericaContact Center Leaders Share Market Insights at Altitude Software Top User Conference Bahia, Brazil, April 30th, 2010 Contact Centers in Latin America are striving to deliver business performance metrics, achieve real time legal compliance, connect interactions with customers to business processes and integrate new channels such as social media. A very clear set of business priorities was laid out by near 200 contact center senior executives and specialists from all over Latin America gathered to attend Altitude Software’s ASLUC User Group Conference. Business leaders, partners and vendors in the contact center industry in Latin America acknowledge a change in customer expectations, business processes and regulation, requiring new information architectures to manage customer interactions. “Contact Center operational management should increasingly be based on business metrics that measure and track key business variables and services provided by the contact center, in real time. Indicators such as the activation of contracts, recovered debt or first call resolution highlight contact centers’ contribution as a revenue generator and a customer satisfaction enabler, instead of focusing exclusively on efficiency and costs,” said Gastão Taveira, Altitude Software CEO. Latin America fast becoming one of the most dynamic contact center markets worldwide In the event, whose 4th edition came recently to a close in Bahia, Brazil, Altitude management and partners shared experiences and discussed, in an open and relaxed environment, the most important trends and challenges facing contact centers in what is now one of the most dynamic contact center markets worldwide. “Altitude Software has been the leading vendor in the region for a decade now, experiencing outstanding market growth,” states Elaine Ferreira, Altitude Software Latin America President. “Our User Conference is a reference in the Latin contact center market. Participants discuss region-wide and country market’s best practices, learn about technology and business solutions to differentiate themselves. Feedback has been overwhelmingly positive”. Altitude Software new solutions to combine interactions with business processes At the ASLUC Conference, Altitude Software presented the Altitude vBox 4.0, a new version of Altitude’s full-featured SIP Server optimized to enable organizations of all sizes to deploy powerful, state-of-the art multimedia IP contact center solutions on a short time-frame. Customers and partners were also treated to a preview of the upcoming Altitude uCI 8, the newest version of the Altitude uCI (Unified Customer Interaction) suite that will bring to market powerful new features enabling contact centers to collect information and combine interactions with business processes, gearing operations towards the deliver of meaningful business metrics. End About Altitude Software Altitude Software (www.altitude.com) is the leader of unified customer interaction solutions, managing dynamic contact centers independently of platforms since 1993. With about 900 customers in 60 countries, Altitude strives for customer satisfaction and is ISO 9001 certified for its worldwide support. Altitude Software has won 40+ industry awards and it has been included by Gartner in the industry Magic Quadrants since 2000. “Altitude uCI” (unified customer interaction) is a software suite that manages in real time enterprise functions like Customer Service, Help Desk, Collections, Telesales, Surveys, etc. It is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialer, voice portal, desktop front-end, monitoring and analytics. Altitude Software can be reached at +1 877 4744499 or emailed to [email protected] For More Information: Claudia Gonçalves GetGlobal - Marketing Communications Tel.: +351 213502561 Email: [email protected] As a community-building service, TMCnet allows user submitted content which is not always proofed by TMCnet editors. If you feel this entry is of inferior quality or wish to report it for some reason, please forward the URL to "webedit [AT] tmcnet [DOT] com" with your comments. |