Call Center Operations

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April 04, 2012

Windesheim University Selects AltiGen's MaxACD to Drive Call Center Operations

By Deepika Mala, TMCnet Contributor

Innovative call center operations can assist organizations to increase profitability, efficiency and productivity.

Recognizing the importance of these solutions, the Windesheim University of Applied Sciences, a broad-based institute for higher education, recently deployed AltiGen's (News - Alert) MaxACD solution for Microsoft Lync.

AltiGen's MaxACD Contact Center for Microsoft Lync is a qualified contact center solution and has passed Microsoft (News - Alert) Lync ISV Qualification Program requirements to provide a simple to deploy, simple to use, and simple to manage feature rich call center option for Lync.

With more than 21,500 students, thousands of other study participants and 1,769 members of staff at sites in Zwolle, Lelystad and Almere; Windesheim is one of the biggest universities of applied sciences in the Netherlands.  It began the deployment of Microsoft Lync Server 2010 earlier this year.

The university, as part of their Lync deployment, recognized that they would need to implement new call center operations that would complement the company's Microsoft technology investment. Hence, AltiGen's contact center functionality is now leveraged by three departments with a total of 41 employees and three departmental heads.

"MaxACD Contact Center for Lync combines several separate compelling contact center productivity applications into one integrated system that works with Lync," said Robert Kremer, ICT Manager, Windesheim University, in a press release. "Its ability to handle automatic call distribution, skills-based data-directed routing, call recording, and reporting functions will ensure we are providing the best possible service to our students, employees and relations."

Some of the vital features of AltiGen's MaxACD call center operations software include skills-based routing, a multi-level auto attendant, a flexible and adaptable IVR with CRM integration capabilities, call recording and monitoring, and reporting.

Tightly integrated with Microsoft Lync, these features help to provide a compelling communications solution either on premise or delivered through the cloud.

Edited by Jamie Epstein

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