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Altura IntelliCenter 7.0 Call Center to Improve Customer Service and Reduce Costs

Posted on: Friday, 14 October 2005, 18:00 CDT

Altura Communication Solutions, a nationwide Services and Solutions Company, has announced the release of IntelliCenter 7.0 call center. IntelliCenter 7.0 provides high-end call center functionality for small and mid-sized call centers. IntelliCenter 7.0 offers robust multi-channel routing capabilities for voice, email and web chat, and works with the F9600 PBX and the Avaya Communications Manager(TM) to support and enhance ACD functionality and CTI applications.

The IntelliCenter's email and web chat features enhance real-time communication by offering customers their preferred method of interaction. The capability to communicate with customers simultaneously via web chat, email, and voice increases agent productivity and reduces the time to resolve customer issues. "IntelliCenter has helped us better manage all of our customer communications. We have dramatically reduced our email response time, and online chat provides immediate feedback as well as an additional communications channel," said Martin Ronk, Dooney & Bourke IT Director. Dooney & Bourke makes high-end women's accessories sold in retail stores, online, and by catalog. Its customer call center plays a critical role in customer interaction and loyalty.

With IntelliCenter 7.0, Altura continues its tradition of providing superior customer service. The latest release offers fully functional web-based voice agent, chat agent, and email agent applications, and contains a web-based supervisor application to configure the call center. Real-time reporting, integrated applications, and centralized call management make IntelliCenter 7.0 easy to manage and effective to increase call center productivity. Altura Monitoring Software provides remote view of call center issues, reports PBX errors, and performs self-healing functions.

"IntelliCenter 7.0 gives our customers a powerful incentive to migrate to Avaya IP technology with maximum investment protection," says Bob Blazek, Altura's Chief Executive Officer. "Altura offers an IP solution that is cost-effective, practical and evolutionary, enabling our customers to leverage their existing network and applications. IntelliCenter 7.0 allows businesses to better compete in the marketplace, improve efficiency, and retain and attract new customers."

About Altura Communication Solutions

Headquartered in Anaheim, California, Altura Communication Solutions sells and services a variety of products, including voice over IP switching systems, unified communication systems, contact centers, multi media conferencing systems, network and system management tools and data switching and routing products. The company has nationwide service capabilities and an enterprise customer base of more than 2,500 companies in the financial, education, healthcare and government markets. Altura is owned by Platinum Equity Holding.

Source: Business Wire

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