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Predictive Dialer Provider Altitude Software Helps Optima Communications Increase Productivity

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October 03, 2011

Predictive Dialer Provider Altitude Software Helps Optima Communications Increase Productivity

By Rajani Baburajan, TMCnet Contributor

Altitude Software (News - Alert), a global provider of contact center solutions including IP predictive dialer services, announced that Optima Communications, a Canadian contact center outsourcer specializing in customer relationship optimization (CRO), has selected the Altitude vBox solution to increase productivity and lower costs.

The Altitude vBox solution is a free Session Initiation Protocol (News - Alert) (SIP) server integrated with Optima's existing Altitude uCI customer interaction management solution. The highly scalable and open-standards based solution runs on open OS Linux, turning any regular computer into a feature-rich voice communications server.

With vBox, Optima migrated to SIP technology and subsequently reduced associated costs. Optima had chosen the Altitude uCI solution on top of the Altitude vBox for two of its contact centers, which enables the use of Altitude IP IVR, both inbound and outbound. Altitude’s IP predictive dialer runs on more than 250 agent seats in one of these centers, increasing productivity while simultaneously lowering costs.

“Our mission is to deliver optimum business results; everything we do at Optima is with that mission in mind,” said Don Macleod, president, Optima Communications, in a statement.

“Altitude proved to be the best solution in the market to meet our business needs by allowing us to focus on the unique priorities of each client, without losing focus on their ROI.”

Installations with this predictive dialer solution can start with a few seats and grow to meet the organization's specific needs. The Altitude uCI and Altitude vBox combined enable organizations to implement a state-of-the art IP contact center rapidly and with the lowest total cost of ownership, company officials said.

Together, Optima and Altitude now handle the communications of most of Canada’s major banks. In addition to serving the world’s leading organizations in the insurance and financial industry, leaders in the business information, and some of the largest consumer and SMB IT companies, Optima is also very active in the telecommunications and direct to consumer energy industries.

Mark Lepko, president, North America, Altitude Software, says that Altitude’s modular suite with efficient and integrated multimedia communication channels, IVR applications, predictive dialer solutions, intelligent routing and call blending, allows Optima to pace their projects and grow as needed with their customer demands.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Jamie Epstein

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