AltiGen debuts AltiContact Manager. (Technology Highlights).Tailoring its latest release to the small to mid-sized business market, AltiGen Communications, Inc. has released the AltiContact Manager, a turnkey IP hardware/software system for inbound, outbound or blended contact centers. According to Richard De Soto, senior vice president and chief marketing officer at AltiGen, AltiGen asked three key questions when designing this product: 1)Is it affordable for small to mid-sized businesses? 2) Is it easy to maintain? and 3) Is it easy to use? Keeping these questions in mind, AltiContact Manager was designed to provide contact centers with the ability to service, respond to and track performance of customer care professionals. The product is targeted at businesses such as mid-sized catalog operations, small to mid-sized manufacturers' customer service or telesales groups, and financial organizations such as mortgage companies and debt consolidators, Although AltiContact Manager is intended primarily as a contact center, PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). extensions can also be added for administrative employees, eliminating the need for a separate PBX. AltiContact Manager can handle inbound, outbound or blended contact centers of up to 128 agents per chassis and multiple server chassis anywhere can be linked together and managed centrally as one image. Every AltiContact Manager system includes the business essentials for those who support contact center staff such as: call processing, either switched circuit and/or IP; eight types of skills-based routing; interactive voice response; built-in screen-pop CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. with popular CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. packages like Goldmine, ACT!, Microsoft Outlook and Microsoft CRM; voice mail for up to 2,000 mailboxes including AltiGen's one-number access ("Follow Me") and Zoomerang; full ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. with workgroup functionality that can include 32 workgroups with 128 agents in each; five 9s (99.999 percent uptime) with industrial-quality chassis and built-in RAID5 redundancy; quit queue options to voice mail, workgroups, extension, outside number, operator, call back, IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. tree choice or third-party application PBX functionality for office workers; unified m essaging combining voice with e-mail; centralized management of multiple servers; historical and real-time reports; software developer toolkits to integrate third-party applications; AltiWeb Web interaction software; advanced call routing; voice call recording; security features such as password protection options, call restriction, forced account codes, NAT (Network Address Translation) An IETF standard that allows an organization to present itself to the Internet with far fewer IP addresses than there are nodes on its internal network. behind firewalls, VLAN See virtual LAN. VLAN - Virtual Local Area Network and VPN (Virtual Private Network) A private network that is configured within a public network (a carrier's network or the Internet) in order to take advantage of the economies of scale and management facilities of large networks. support; and call detail reporting. De Soto said the AltiContact Manager provides all the same capabilities for remote agents and branch offices as the agents become virtual extensions, with the supervisor maintaining barge-in and monitoring capabilities. www.altigen.com |
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