TMCnews Featured Article

Altitude Software (News - Alert) is a provider of unified customer interaction solutions, managing dynamic contact centers independent of platforms since 1993. Its solutions have enabled strong revenue growth and seamless expansion to a second site for Reffekt, a provider of intelligent multichannel solutions to help companies build stronger customer relationships.

Reffekt has adopted Altitude Software’s solutions in the past, but recently adopted the Altitude cloud contact center, enabling Reffekt to enjoy unprecedented levels of functionality from cloud technology without the need for IT resources for a significantly reduced cost and the added flexibility and capability of becoming geographically neutral.

The solution adopted includes voice recorder and a feature-rich multimedia interaction router.

“Having used Altitude Software and having received exceptional support throughout the years, the Altitude Cloud Contact Center was the natural step forward. We no longer need IT resources - it is highly automated, flexible, cost effective, easy to deploy and offers more mobility. I can honestly say that I haven’t looked back since,” stated Micael Jönsson, managing director at Reffekt.

Reffekt also required a solution to automate its outbound dialing campaigns. The outsourcer now uses the predictive dialing pacing mode to predict when agents will be available and decide how many calls to make. As a result, the Altitude cloud solution significantly improved the time per hour that agents were actually talking to customers, particularly when conducting outbound CRM campaigns.

 “We are delighted to work with Reffekt on this exciting project, providing them with a fully-integrated cloud contact solution. The solution is bringing added business value to the outsourcing contact center again and again,” commented Henrik Sjöstrand, general manager of Altitude Cloud in Sweden.

In 2011, Reffekt had a revenue growth of 80 percent and the 200-seat outsourced contact center has continued to expand. With the success of its first cloud contact center, Reffekt opened up a second one, which only took a few hours to be up and running. The flexibility and scalability of Altitude’s cloud contact center solution meant that Reffekt could install only a few seats at first and then increase the number to meet the organization’s specific needs within a rapid time-scale and with the lowest total cost of ownership.

In order to improve overall performance of an outbound call center, investing in a good automatic predictive dialer is step number one. Predictive dialers dial numbers and connect calls to a live agent only when someone answers the call at the other end, significantly saving he live agent time that might otherwise be spent listening to a busy signal or a ringtone.

On average, a predictive dialer will reduce the length of an outbound call by seven seconds by virtually eliminating polling time. With an average expected outbound call volume per agent close to 60 connections or calls, a better dialer can increase efficiency by raising your outbound tolerance plus 10 in a given interval.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.