TMCnews Featured Article

Altitude Software (News - Alert), a provider of contact center solutions including a predictive dialer has released an integrated solution that combines Altitude uCI suite with Microsoft (News - Alert) Dynamics CRM 2011.

The Altitude + MS-CRM Connector for Microsoft Dynamics CRM 2011 is a pre-packaged solution that immediately leverages the power of an easy-to-use CRM system through a suite of contact center applications, company officials said in a press release.

The new solution provides businesses of all sizes with out-of-the-box functionality to reduce solution deployment time and total ownership costs. Users can easily unify their customer contact history with customer insight in the CRM system, as the system is used by both sales and contact center teams.

Altitude uCI solutions enable integrated, efficient management of voice, e-mail, Web collaboration, Web chat, and IVR interactions. It also includes intelligent multimedia interaction routing, a powerful predictive dialer algorithm, and a unified contact center monitoring and management tool.

Leveraging the information from Microsoft Dynamics CRM 2011, Altitude+MS-CRM Connector boosts productivity in marketing and sales activities with real-time customer contact workflow. The predictive dialer powers automatic dialing of leads in a unified multichannel environment for contacts through voice, e-mail, SMS or chat. These capabilities allow sales teams to follow up on leads immediately.

With Altitude uCI, customers also gain access to intelligent routing for multichannel interactions, IVR functionality to improve service and call recording for quality management. Customer service operational and business indicators also become widely available across the organization.The Altitude Agent Desktop allows for the CRM application to offer a unified contact center agent interface that simplifies agent work, improves response time, and increases FCR (First Call Resolution).

"The out-of-the-box combination of Altitude uCI and Microsoft Dynamics CRM is a key component of Altitude’s integration strategy through connectors to third-party CRM applications from leading vendors such as SAP (News - Alert), Microsoft, Oracle/Siebel and Salesforce,” said Miguel Araújo Lopes, vice president of marketing for Altitude Software, in a statement.

In another related announcement, last week predictive dialer provider SpitFire held a great Cyber Monday deal for call centers that provides customers who purchase a minimum of four agents for its Enterprise Edition dialer to get 4 more agents absolutely free.