Altitude Releases SIP-Based Contact Center Solution
Altitude Software, a contact center solutions vendor, today released the Altitude IP Contact Center 3.5. This latest version deploys new Session Initiation Protocol (SIP)-based functionalities to achieve operational cost reductions, enforce effective monitoring, and allow for standardization and virtualization over Voice over Internet Protocol (VoIP).
The Altitude IP Contact Center is a complete modular software suite that brings together the Altitude uCI (Unified Customer Interaction) multichannel software solution and the Altitude vBox, a contact center optimized soft switch. The latest version brings to contact centers the benefits of SIP trunking, centralized voice recording over IP; and outbound voice automation.
"The Altitude Software IP Contact Center 3.5 is the latest evolution on our ongoing commitment to deliver flexibility, control, and cost-effectiveness to contact centers worldwide," said Miguel Lopes, vice president of marketing and product management at Altitude Software. "Customers can benefit from new SIP trunking options to reduce communications costs and new voice recording capabilities to maintain high-quality service. The new features add to the Altitude uCI‚s solution numerous benefits, from the ease of implementation to the capability to leverage existing investments."
This solution provides businesses with a SIP-based multimedia contact center solution and advanced features, including unified desktops, routing, reporting, dialing, voice portal, management and open integration via Web services and/or Altitude connectors. The Altitude uCI suite architecture offers a single language and editor to manage all media interactions across all channels, to create voice menus, routing and recording rules, agent screens, outbound scripts, etc.
The Altitude IP Contact Center solution integrates with legacy call center platforms and networks, enabling organizations to continue leveraging investments while providing a smooth migration path to advanced IP infrastructures. By integrating both technologies, traditional time division multiplexing (TDM) agents and IP-based agents can seamlessly interact, using the same application layer with the same business rules.