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John Kelly, Altitude Software (News - Alert) regional vice president of Sales North America, recently took the time to discuss with TMC his company's Altitude uCI solution, the overall growth of UC in the contact center industry, and what people can expect from Altitude at the ITEXPO (News - Alert).

 

Altitude Software is an independent contact center vendor for unified interaction solutions. Altitude uCI (unified customer interaction) suite over IP manages, measures and improves relationships with each interaction from small to large organizations worldwide.

 

Mark Lepko, President of Altitude Software North America.  I’ve worked for Mark at a few companies.  His business acumen has helped me develop as a business person.

 

The paradigm shift from TDM to IPT.  Working to helping clients do more than just a technology refresh.  The inverse of this question would be what least excites me; the filtering of business requirements from LOB executives that reduces the value of technology acquisition objectives.

 

Business process reengineering design sessions.  Working through business problems and gaining consensus on solutions that deliver value is energizing.

 

Retaining most of the infrastructure and application investments during deployment process of Altitude uCI.  We focus on the gaps and develop solutions that leverage investments and minimize disruptions to the front line employees.

 

Conservatively managed with 20 percent compounded growth over the past five years.  Our solutions are customer driven and we continue to expand capabilities relevant to contact center optimization.

 

Blackberry that is small, offers high speed internet and has great visual graphic capabilities.

 

Nortel, this is a company that can use a change in culture.  They don’t play well with others and have used tactics that are hard to forget.

 

Force all government employees to take a basic communications technology proficiency course and maintain good standing. 

Relax HIPPA standards to modernize the health care industry. Hire a technology czar that removes corruption from technology acquisition decisions.

 

Finally taking advantage of open standards to deliver innovative technology based solutions.  Commoditize legacy hardware based vendors and open the market to thought leaders.  Ease the cost to transition to more innovative solutions.

 

They already are.  The trick will be to see if they’re open to all vendors to be complimentary or if they try to dominate the market with a few partners.

 

RIM; mobile email that works is critical to my productivity.  The applications are getting better; I can see weather reports, sports scores and current events very easily.  My iPod and Garmin aren’t going away any time soon.

 

Financial meltdown and how much manipulation was done by the few that severely impacted the masses.  Hard to believe anyone can pull off a $50B ponzi scheme.  How did we let oil get manipulated 3x by people that never took delivery of a barrel?  How did the mortgage crisis happen to the extend it did without the people that have oversight responsibility heading it off?

 

Assuming we need it (and who couldn’t use some extra cash), what do we tell Congress to get a multibillion dollar US government communications bailout?We don’t need a bailout; we need to let innovators innovate and consolidate all the regulatory agencies (both state and federal) into one entity that understands technology.  Too many agencies stifle innovation.  States regulating the communication sector is not longer relevant.

 

No, the memories of $4 gas and the dependence of Iran, Venezuela and Russia for world oil supplies will not be easily forgotten.  The shift to “green” technology based energy will drive job growth and innovation for the US.

 

The paradigm shift in technology provides solid ROI’s for investment.  The productivity gains should be focused on enhanced service delivery that drives top line revenue growth versus just reduction in costs.

 

The topic is relevant (UC in the CC) and I offer practical experience for applying technology to solve business problems.  We have a panel discussion that will focus on audience participation; we should respond directly to attendees questions of interest.

 

Countries that rely on petroleum (Mexico, Venezuela, Iran, and Russia) for the majority of their revenues will have major unrest.  Crazy stuff will happen that destabilize their regimes.  These events could create major distractions that impact domestic initiatives.