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New Frost & Sullivan White Paper Outlines Transition to Omni-Channel Contact Center

frost & sullivan transition Altitude Software partners with Frost & Sullivan to publish the white paper “Transition from a Multi-Channel to an Omni-Channel Contact Center World”, now available

Lisbon, Portugal, March 3rd, 2015 - Altitude Software, a leader in unified customer interaction solutions, and Frost & Sullivan, the growth partnership company, today announced the release of the white paper “Transition from a Multi-Channel to an Omni-Channel Contact Center World”, now available from Altitude Software.

The White Paper discusses the need for an omni-channel approach and identifies how omni-channel addresses market challenges across different industry verticals. The White Paper also highlights:

  • The differences between an omni-channel and a multi-channel environment;

  • The objectives, challenges and benefits of an omni-channel contact center approach;

  • The omni-channel imperative in customer-centric industries.

“The ability to manage the customer experience is a key differentiator for companies in Europe and the Americas,” says Alexander Michael, Director of Consulting for Frost & Sullivan: “Capturing vast amounts of data is irrelevant, unless it is presented in such a way that a company can act upon it. That is why the omni-channel approach is critical to profitability.”

“Key benefits of an Omni-Channel approach include elimination of information silos by providing a common set of information, increasing agent efficiency in customer interactions, and ensuring seamless integration between organizational departments” states David Romero, Chief Marketing Officer at Altitude Software. “The Altitude uCI solution provides an out-of-the-box integration of all channels with a wide array of benefits, including increased sales volume, first-call resolutions, reduced operating costs and monthly turnover rates”.

Altitude Software delivers a robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 15 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.

To obtain a copy of the White Paper, click here

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.

Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

  • The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.

  • The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?


For More Information:
Carlos Taveira
Marketing Communications
Tel.: +351 214129800