Call Center Operations

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January 25, 2012

Milwaukee Electric Tool Selects AltiGen's MaxACD Call Center Operations Software

By Rajani Baburajan, TMCnet Contributor

AltiGen (News - Alert) Communications, a provider of integrated Microsoft-based Unified Communications solutions, has revealed that Milwaukee Electric Tool Corporation has recently deployed AltiGen's MaxACD call center operations software for Microsoft (News - Alert) Lync.

Milwaukee Electric Tool Corp., which manufactures and markets heavy-duty power tools and hand tools, selected AltiGen's MaxACD call center operations software for Microsoft Lync as part of its continuous IT/communications infrastructure upgrades that kicked off in 2010.

"I was brought into Milwaukee Tool to manage the transition from legacy technology to a Microsoft based foundation," said Craig Mueller, senior manager of Infrastructure, at Milwaukee in a statement. "The goal was to shift the IT department from being a cost center to a provider of data and tools that would enable and empower our employees."

For the initial step, Mueller's team transitioned the infrastructure from Lotus Notes to Microsoft Exchange. They then replaced the aging Siemens (News - Alert) PBX infrastructure with Microsoft Lync to provide PBX, IM, conferencing and collaboration capabilities across the enterprise.  And in 2011, the company decided to improve its overall call center operations to complement the company's Microsoft technology investment.

"We evaluated all of the available contact center options for Microsoft Lync," Mueller added. "AltiGen's MaxACD software stood out as being intuitive, manageable and very cost-effective. We liked that applications such as ACD reporting and call recording management were already built in."

After implementing the call center operations software from AltiGen, Milwaukee Electric Tool is able to manage activities within the call center activities much more efficiently. Thanks to the contact center's skills-based routing, callers are indentified and connected to the agent who is best qualified to provide support across the nationwide service centers.

AltiGen's MaxACD call center operations software for Microsoft Lync also provides priority queuing, offering support for major customers.

"We're proud that a company with such a strong reputation for quality selected MaxACD to provide service to its customers," AltiGen vice president of Sales Mike Plumer commented. "Our goal is to make it simple and affordable to deploy a contact center for any company upgrading to Microsoft Lync.”

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Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Jamie Epstein

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