January 11, 2011
ATC Deploys AltiGen's Unified Communications, Contact Center Solution
By Calvin Azuri, TMCnet Contributor
AltiGen Communications, Inc., is a provider of software-based Unified Communications solutions. The company recently announced that ATC Freightliner Group has deployed AltiGen's (News - Alert) unified communications and contact center solution in locations all across the states of Texas and Oklahoma.
ATC Freightliner is one of the premier heavy and medium duty truck sales and service organizations in the United States. Freightliner, Sterling and Western Star semi trucks are distributed through its dealerships in Oklahoma City, Tulsa, Fort Worth and Dallas. Apart from this, thousands of customers located in or traveling through the Southwest depend upon ATC Freightliner's 24/7 parts, wrecker and repair departments.
In a press release, ATC Corporate IT Director, Don Nolin, said, "Whether it's an emergency service call or someone inquiring about a major purchase, we pride ourselves on providing unparalleled customer service. With our prior Nortel (News - Alert) call center, management could be difficult and expensive. So, we wanted to make sure that the replacement was software based, and flexible enough to allow us to really manage the interaction between our employees and customers. How we answer the phone is extremely important to us."
ATC Freightliner has leveraged AltiGen's skills based routing feature to match incoming callers with the person who is best equipped to answer their need. One example is by automatically routing a question about a specific part to the product expert, ATC efficiently provides information to customers while keeping a record of how many types of calls and transactions take place.
Nolin went on to say that "This is some of the best software we've ever used. The systems are very easy to deploy and configure. We next plan to begin using AltiGen's MaxMobile capability for the IT department and company managers. The ability to log into a smartphone and have it operate the same as your desk phone will allow us to be very flexible in how and where we take and make calls."
Because of the solution's easy, intuitive design, ATC Freightliner's IT staff will now be able to manage everything in house and eliminate its dependency on an outside vendor. In house management improves response times and saves the company money.
AltiGen Vice President of Sales, Mike Plumer, said, "The ATC sales and service teams have invested in contact center tools that will enable them to enhance already excellent service," said. "With a 30 plus year track record of focusing on the customer, the reasons for ATC Freightliner's growth and success are clear."
Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.
Edited by Jaclyn Allard