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Lisbon, Portugal - May 5, 2008 - In the "Contact Center Consolidation - March 2008" Research Benchmark, industry analyst The Aberdeen Group surveyed 175 companies to see whether contact center infrastructure technologies can be consolidated to provide consistent and accurate information while supporting distributed agents and applications.
 The report outlines the results organizations have seen across several key contact center metrics and compares these results to those of industry average and Laggard companies. Through the consolidation of the contact center infrastructure companies can see a reduction in contact center expenses and improvement in contact center uptime.
How can consolidation be achieved? According to the report, required actions include:
Developing a culture that supports standardization, training, vendor management, and virtualization is critical to the success of the contact center. Specific recommendations to develop this culture and achieve better performance include: - Standardize customer support across all channels;
- Develop a ROI for consolidation projects;
- Implement e-learning to train agents;
- Implement a virtual contact center platform
Accordingly, in the same report, Aberdeen Group Senior Vice President Alan Hubbard estimates that "…possibly the most important and challenging piece of developing the right culture is the consolidation and/or virtualization of the contact center. By successfully consolidating the contact center resources companies "dissolve the walls" of the contact center to better manage contact center resources." While adding that "… The platform and technologies used to run it are crucial to the success of the company. Contact Centers need to identify vendor partners that will work with them to deliver consistently high levels of customer support. Flexibility on both sides of the relationship is critical."
Miguel Lopes, Vice President of Marketing and Product Management for Altitude Software comments: "As the Aberdeen research indicates, the biggest benefit a vendor solution can provide is to enable customers not to focus on the infrastructure but rather on business: It is to provide a cutting edge solution supported by first rate customer assistance, to solve the complexities of managing a contact center. Altitude Customers can benefit from our IP Contact Center solution new SIP capabilities to reduce communication and infrastructure costs while ensuring high-quality service. Customers also benefit from Altitude uCI‘s solution industry leading ease of implementation and well documented capability to leverage customer’s existing investments."
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