Goldshield is a global pharmaceutical company, listed on the London Stock Exchange. The company has offices in the UK, US and India and has achieved rapid growth both organically and through product acquisitions. Goldshield has an extensive distributor base and distribution channels which cover more than 60 countries.

Goldshield Enhances the Customer Care Strategy with a New Facility and New Challenges.

Goldshield Group, India’s new Contact Center is achieving impressive growth rates. The new facility was opened to expand a successful BPO business and to support a growing direct-to-consumer healthcare business in India.

Altitude Software has proved decisive in the successful performance of Goldshield’s Contact Center. It provided the company with a "one vendor" complete multichannel customer interaction management solution that is cost-effective, requiring only a standard, flexible, scalable infrastructure and minimal capital investment.

Altitude Software Delivers a Cost-effective, yet Sophisticated Solution.

The integrated nature of the Altitude Software suite was crucial to Goldshield’s strategy. Not only did Altitude Software allow for more advanced functionality within the new center, but also provided ease and unmatched speed in the deployment of new business campaigns. Both companies unified efforts to launch an integrated solution based on the Altitude uCI software suite and Goldshield’s in-house VB-based CRM solution. Altitude’s technology design was equally vital to the success as it integrated with Goldshield call center platforms, applications and networks, leveraging existing technology and reducing capital investment.

The features of the Altitude uCI suite implemented by Goldshield included Inbound Voice; Outbound Voice with preview, power and predictive options; IP call classification with answering machine, fax and modem filtering; Inbound and outbound blending; E-mail; and Unified centralized monitoring, queuing, routing and reporting. Initially, 70 agents were outfitted with the integrated multimedia contact center solution.

For telemarketing and follow-up programs at the contact center, the Altitude vBox was likewise crucial in providing a cost-effective and fully scalable solution that could adapt to the needs of the campaign, from just a few seats to hundreds. The Altitude vBox is a contact center optimized IP soft switch running on standard hardware and based on Asterisk TM.

Goldshield Reaps Benefits, Enhancing Service, Optimizing Resources and Reducing Costs.

Altitude Software delivered a flexible, yet powerful solution that could adapt to Goldshield’s needs and grow market share within a competitive Indian contact center outsourcer market. Soon, Goldshield was able to segment customers more effectively and increase satisfaction, managing a growing number of agents and increasing call volumes. Additionally, the company enhanced agent productivity, thus reducing operating expenses. Lastly, the Altitude technology design ensured that Goldshield could successfully administer and adhere to changing legal regulations.

Altitude Software’s complete customer care program included in-depth training and complete customer assistance, solidifying a firm partnership with Goldshield. "The Altitude Software approach differentiated itself by its agility, willingness and effectiveness in meeting and surpassing our demands", was the Goldshield team evaluation. "The Altitude IP Contact Center Solution manages voice and data as one, with a good IP soft switch (Altitude vBox), together with an excellent software solution to manage the interactions at the contact centre (Altitude uCI). We are now able to ensure contact center services that are both highly competitive and of great quality".

Altitude - Goldshield Relationship Strengthens and Agent Numbers Significantly Grow.

The contact center has staked its success in achieving competitive operational costs and Altitude Software is committed to aiding Goldshield through a reliable all-IP infrastructure and solid communications management platform. Business projections are bright, with agents numbers expected to double by late 2008.

In the last couple of years, Altitude Software has been investing significantly in its Indian operations where it sees strong potential for the future. Local service delivery capabilities have been built with fast increasing numbers of Altitude-certified engineers, and a fast expanding Altitude partner network, including companies such as Wipro–3D, Orange Business Services & Bhrigus Software.

"The Altitude Software approach differentiated itself by its agility, willingness and effectiveness in meeting and surpassing our demands. We are now able to ensure contact center services that are both highly competitive and of great quality."