December 7, 2009

Altitude Software Partners with Teleopti to Deliver Unified Workforce Management

Lisbon, Portugal, and Stockholm, Sweden;  7 December, 2009 – The leading independent global contact center solutions vendor Altitude Software, and Teleopti, a leading provider of solutions for strategic workforce management, today announced a strategic partnership to enable contact centers to optimize performance while adding the human touch to management.

 

As of today, both companies are now delivering an “out of the box” integration between the Altitude uCI unified suite and Teleopti WFM, Teleopti’s innovative workforce management solution. The combined solution offers a set of tools that include forecasting with seasonality analysis, workforce scheduling and a real-time adherence module, which allows contact center managers to check plan deviations and react quickly to ensure continued customer satisfaction at the lowest cost possible. The forecasting is based on historical data provided by Altitude uCI, in an integrated fashion, with the obvious benefits in accuracy and simplicity of management. Services and campaigns are easily set up and modified “on the fly”, supported by Altitude uCI’s unified development environment. The solution also offers strong support for complex labour regulations and can observe the compliance of key European markets and other markets globally.

 

Contact centers now have available a unified workforce management solution to ensure they have the right staff at the right moment, get reliable and accurate forecasts on traffic load, check plans against actual events, quickly react to peaks or lulls on calls, and automate agent scheduling, taking agent preferences into consideration. This empowers agents and reduces churn, while generating greater efficiency and cost-effective operational performance.

 

“The Altitude team has a strong track record and we look forward to providing our combined customers and channels with an integrated solution stronger than the two offerings separately. Successful integration tests have been done in lab environment and the first customers have been deployed, allowing them to focus on operational efficiency in running their contact centers, commented Nils Bildt, Teleopti’s CEO.

 

According to Gastão Taveira, Altitude’s CEO, “Altitude Software acknowledges the importance of a fully-featured, modern and well supported workforce management solution. This partnership is an opportunity to bring added business value with Altitude uCI and easily justify the investment inside leading contact center organizations.”

 

Teleopti’s premium workforce management solution, Teleopti WFM, offers all the tools needed to take complete control of the contact centre for increased profitability and customer satisfaction. Teleopti WFM provides reliable and accurate forecasts based on historical data, campaign planning and business intelligence that helps contact centers predict the future staffing requirements for all customer facing workflows. It provides forecasting features, more adaptable optimisation, agent empowerment, increased profitability and integration with other solutions.

 

Altitude uCI is a suite of contact center software solutions that boasts outstanding results throughout 800-plus customers worldwide, supporting both open and proprietary VoIP solutions, leveraging the detailed know-how of the contact center operational aspects, from agent coaching to IT management. Altitude Software is the leading independent contact center solutions vendor, with 15 offices worldwide, resulting in a fast expanding customer base and strong partner network with a special focus on delivering business value to contact center outsourcers.

 

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 info@altitude.com.

 

For more information about Altitude Software:

Carlos Taveira

Marketing Communications

Phone: +351 214 129 800;

Email: carlos.taveira@altitude.com

 

About Teleopti             
Teleopti is the leading provider of solutions for strategic Workforce and Performance Management as well as Telecom Expense Management. The company is renowned for developing advanced and user-friendly solutions based on clients’ requirements. Hundreds of enterprises around the world rely on solutions from Teleopti to attain optimal operational efficiency and provide the highest levels of service.

 

Teleopti, established in Stockholm, Sweden in 1992 operates through a comprehensive network of partners. For further information please visit www.teleopti.com or email to info@teleopti.com.

 

For more information about Teleopti:

Anders Kalmerström,

Marketing Director
Phone: +46 8 568 950 00
E-mail: anders.kalmerstrom@teleopti.com