Infotech Lead Europe: avocis, a communications service provider in Germany, Austria and Switzerland, has deployed Altitude uCI solution to improve campaign management and monitor activity across contact center sites.
, a provider of contact center technology, said Adato, avocis’ IT services company, has worked with Altitude Software to deploy Altitude uCI as a consolidated platform to improve avocis manages agents’ outbound intraday work, across different sites, from one centralized point.
“You can compare this system with a fire alarm. It reports problems, while the site manager decides how to respond to it appropriately. It’s all about managing the campaigns in the sites, anticipating issues and having a consistent view on the overall activity,” said Michael Konig, Information Systems Director for Germany at avocis.
The solution offers predictive analysis capabilities. Site managers know exactly how many agents will work on a specific campaign and for how long, and are able to better allocate employee resources.
Avocis and Altitude have been working together for several years.
At present, nearly 3000 agents are working with the Altitude uCI contact center suite together with Altitude vBox, Altitude’s SIP-based Communications solution.