Contact centres looking to take advantage of IP telephony (IPT) technology were today given a new option following the launch of Altitude Softwares Customer Interaction Suite, from BT Business Information Systems (BIS).
This announcement confirms that Altitude Software, a privately owned, independent global call centre CRM software solution provider, is BTs supplier of customer interaction software for its contact centre customers.
CooperVision Ltd is the first company to install the Customer Interaction Suite on a Cisco AVVID (architecture for voice, video and integrated data) IPT platform in the UK. BT BIS worked alongside Altitude Software to implement this innovative IPT contact centre solution. CooperVision Ltd is one of the largest speciality contact lens manufacturers in the world.
The Customer Interaction Suite provides CooperVision with advanced call centre technology on a Cisco Call Manager IPT platform, which ensures a fast return on investment and improved customer service. The Customer Interaction Suite is a scalable, easy to use and cost effective IPT contact centre solution with voice, IVR (Interactive Voice Response), e-mail, web collaboration and chat modules.
Paul Bonner, product marketing manager of applications for BT BIS said: The Customer Interaction Suite enables the customers business to grow from a simple IPT voice-only call centre into an advanced multi-channel IPT contact centre. Working with Altitude Software itself will help to confirm our position as the UKs foremost integrator of IPT solutions for call/contact centres and the UKs number one contact centre supplier that has the breadth of experience that no other supplier can match.
Richard Woollaston, general manager, UK, Ireland and Nordic Regions, Altitude Software said: BTs endorsement of Altitude uCI product suite clearly demonstrates the business benefits that integrated voice and data applications can bring to companies such as CooperVision.
It also points to the UK call/contact centre market as delivering high growth within the deployment of IPT technology in the forthcoming months, he said.
Steve Ferguson, IS Manager for CooperVision in Fareham, said: With the installation, we have already noticed immediate benefits in the number of calls we can now handle and the telephone extension availability. The call centre statistics have also been very interesting in terms of monitoring staffing levels, how calls are managed and the interaction between other departments within the business. This in turn has allowed us to respond quickly and efficiently to our customers demands.
The Customer Interaction Suite solution includes AVVID CTI connection with inbound voice and intelligent routing, which provides skills based routing functionality, screenpop, and call and data transfer. Altitude IVR is used for in-queue messaging, and e-mail management allows contact centre agents to handle e-mail enquiries. Altitude uSupervisor enables system administration together with real-time and historic reporting of contact centre activity.
In total, the whole IPT solution incorporates Cisco AVVID with Unity, the Customer Interaction Suite from Altitude Software and Arc screen-based operator consoles.