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November 20, 2007

Altitude Software Provides Goldshield with Robust Contact Center Solutions

By Susan J. Campbell, TMCnet Contributing Editor

Impressive growth rates have been realized by Goldshield Group India’s new contact center. The new facility was opened in Goa to expand a successful BPO business and to support a growing direct-to-consumer healthcare business in India.

The company points to Altitude Software (News - Alert) as helping to fuel this successful growth. The global independent contact center solutions vendor has provided Goldshield with a “one vendor” complete multi-channel customer interaction management solution that has proven to be cost-effective. The solution requires only a standard, flexible, scalable infrastructure and minimal capital investment.

"The Altitude Software approach differentiated itself by its agility, willingness and effectiveness in meeting and surpassing our demands," was the Goldshield team evaluation, shared in a Tuesday statement.

The team added: "The Altitude IP Contact Center Solution manages voice and data as one, with a good IP soft switch (Altitude vBox), together with an excellent software solution to manage the interactions at the contact centre (Altitude uCI). We are now able to ensure contact center services that are both highly competitive and of great quality."

A global pharmaceutical company, Goldshield is headquartered in the UK, with offices in the US and India. Goldshield has enjoyed rapid growth both organically and through product acquisitions. The company has an extensive distributor base and distribution channels which cover more than 60 countries.

Altitude provided Goldshield with a flexible and powerful operation. With the support of Altitude, the contact center was able to segment customers more effectively to increase satisfaction; manage a growing number of agents and increased call volumes; enhance agent productivity; reduce operating expenses; and successfully administer and adhere to changing legal regulations.

Goldshield was also able to build more functionality with ease and to rapidly deploy business campaigns. The Goa contact center currently uses Altitude Software solutions integrated with the Goldshield in-house VB-based CRM solution, relying on an all-IP infrastructure with Altitude software solutions and the Altitude vBox as a communications management platform.

As a modular, integrated multimedia contact center solution, the Altitude uCI provided Goldshield with inbound voice, outbound, IP call classification, blending, e-mail, and unified centralized monitoring, queuing, routing and reporting.

Contact centers throughout the world are under consistent pressure to ensure that their operations are running smoothly, while also delivering exceptional customer service under budget. Considering all the activity that the contact center must be able to effectively manage, this is a tall order.

As a result, many turn to solutions providers such as Altitude Software who can put together a platform that will enable the contact center to properly manage all activities to ensure optimal productivity and customer service. In the end, the organization gets what they need from the contact center, while customers receive satisfaction.

Want to learn more about the topic covered in this article? Check out TMCnet’s White Paper Library, a collection of in-depth information on relevant topics affecting the IP communications industry. This information is free to registered users.

Susan J. Campbell is a contributing editor for TMCnet and has also written for


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