International Marketing & Research Organization (Imro), a call center company operating three sites in Bulgaria, is working with Altitude Software (News - Alert), an independent global contact center solutions vendor, to achieve significant productivity gains through the effective deployment of the new Altitude IP Contact Center 3.5 solution.

 

For Imro, Altitude Software offered the best functional fit and the right interface. In addition, Altitude guaranteed the full implementation of the solution, within Imro’s budget and within a timeframe of only six weeks.

Imro established an international call center in Sofia, Bulgaria in 2002. The company employs 250 agents in three Bulgarian call centers. In 2007, Imro was the first Bulgarian call center to obtain the ISO 9001:2000 certificate for telemarketing and direct sales services. The company specialized in document handling, data registration, order taking, outbound calls and call center services.

Initially, Imro used a local dialer system on top of an open source PBX and telephony platform. “That solution worked well as long as we had only one customer,” says Armand Van der Velde, Call Centers Manager at Imro, in a Monday statement.

 

“As soon as we enlisted new customers, we realized we urgently needed professional software to support our activities.” Imro examined several solutions, to find out that Altitude Software offered the best functional fit and the right interface, while enabling Imro to continue working with a VoIP infrastructure.

Imro now relies on the Altitude IP Contact Center 3.5 solution to bring together the Altitude uCI 7.5 application suite and the Altitude IP communications platform vBox 3.5. The solution has already proven to have a positive impact on the effectiveness and productivity of its telemarketing campaigns through predictive dialing and SIP trunking.

Imro effectively rolled out Altitude Software to all of its call centers in Sofia and Veliko Tarnovo, with the cooperation of a local IT partner. There are currently 100 agents using the software.

“Although the software is used in different cities, it runs on only one platform. This allows us to organize all data input, supervision and maintenance locally in Sofia. We chose to have the software installed on a purely out-of-the-box basis, without any customization,” Armand Van der Velde explained.

Van der Velde added: “As they are able to make more calls per hour than before, the software has definitely impacted Imro’s productivity. The fact that we are using Altitude Software also contributes to our image as a professional call center service provider.”
 
“We developed an open and professional relationship with Altitude Software, in order to meet our challenges, within budget and timeframe. Altitude Software has a deep product and industry knowledge. The flexibility of Altitude's technology provided us with a VoIP solution that is easily scalable, supporting our growth,” summarized Armand Van der Velde,

A complete modular software suite, the Altitude Contact Center puts together the power of the Altitude uCI multichannel software solution and the Altitude vBox, a contact center optimized soft switch.

Productivity within the contact center can make or break the effectiveness of the center. Already, contact center managers are under intense pressure to reduce the costs incurred by the center, while also boosting customer service deliverables. To achieve this difficult balance, contact centers must often rely on solutions such as those offered by Altitude Software.

 

Altitude has a proven history in the contact center industry, demonstrating that its solutions not only deliver improved productivity, but a better overall performance within the center. Imro is the latest example of the successful environment for the Altitude Software solutions.

 

 

 

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