Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Latha Thamma reddi
SR Product and Portfolio Manager
Sam Fernandez
Managing Partner
Melati Adiningsih Royat
Communication Officer
Beril Gürkan
Deputy Director of Contact Center

Case Studies : Sitel


Sitel is a global provider of outsourced customer support services that empower companies to grow by optimizing contact center performance and unlocking customer potential. This major outsourcing company recently selected Altitude uCI as its software of choice for Customer Interaction Management (CIM) throughout Central Europe.

From a "Try and Buy" process to the selection of Altitude Software

In order to clearly demonstrate the strength and ROI capabilities of the Altitude uCI solution, Altitude’s Dynamic ROI and services teams deployed a pilot solution for one of Sitel's projects in January 2002. Afterwards, they did a number of specific developments for Sitel that resulted in more functionality for the user. After the "Try & Buy" process, Sitel chose Altitude uCI for its rapid implementation, easy-to-customize scripts, thorough management reporting and fast ROI.

Using the Altitude uCI solution, the Sitel contact center was up and running in three weeks and stayed within budget.

"Altitude Software’s flexible, scalable multimedia contact center solution enables us to more effectively manage large volumes of inbound and outbound interactions with minimum waiting time, as well as integrate telephony, Web-collaboration and e-mail systems from one single software suite. This empowers agents with critical customer information - all major factors in providing real-time, efficient and differentiating customer support services," said Eddy Van de Poel, Sitel Central Europe.

Enhanced Services to SITEL Customers: SN Brussels Airlines

Let’s take the example of SN Brussels Airlines, which recently signed a co-operation contract with Sitel to deliver value-added support services to its customers and to revolutionize the technology of its 49-seat Contact Center. Following on from the success of Sitel’s own Altitude uCI solution, the company deployed the same contact center solution at SN Brussels Airlines Contact Center. A leased line links the two Altitude enabled contact centers.

Sitel’s contact center solution, using Altitude software, enables SN Brussels Airlines to deliver a swift and high-quality interactive service to customers wishing to obtain information or make a reservation over the phone, and at a later stage via fax, mail, and web.

Return on Investment

After the deployment of the Altitude uCI solution, the Altitude D-ROI and Sitel teams measured performance-values and concluded that Altitude uCI implementation significantly improved the time per hour that agents were actually talking to customers, notably when conducting outbound CRM campaigns with Altitude’s dialer.

Sitel was impressed with the system’s ease of use and rapid implementation. The CSPs notably enjoy using the system, as well as the inherent emphasis on usability; they appreciate the level of integration that allows them to efficiently handle inbound and outbound multi-channel contacts.
On top of these benefits, the amount of time it takes to train CSP’s is now reduced; this is another key cost advantage for Sitel.

A Strategic Duo

Sitel and Altitude Software are developing a position in the rapidly growing market for outsourced multi-channel customer support services. Indeed, the two companies are jointly offering complete eCRM solutions to results-oriented enterprises that combine Altitude Software's multimedia contact center solutions, and Sitel's outsourced customer support services.
The main objective for SITEL and Altitude Software is to offer complete solutions that offer unprecedented capabilities, enterprise-class scalability and superior ROI.

"By combining Altitude's award-winning software solutions with the power of our outsourced customer support services, we are able to offer sophisticated multi-channel CRM services designed to help our clients build and sustain lifetime relationships with their customers." states Mr. Jan Novak, General Director of SITEL.

"Altitude Software's multimedia contact center solutions enable us to more effectively manage large volumes of inbound and outbound interactions with minimum waiting time. " Eddy Van de Poel, Sitel Central Europe.

About Sitel:
Company LogoWe are a global outsourcing provider of customer experience management with 150 offices across 25 countries and more than 75,000 associates speaking 48 languages. Our contact center associates deliver customer experiences every day. We are here to help you with any business process outsourcing needs you might have.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

About Altitude Software:
Company LogoAltitude Software is a global provider of omnichannel solutions to deliver great customer experiences. Its solutions help companies and organizations unify all customer interactions and become more customer-centric. Altitude Xperience is a modular software platform that handles all customer interactions and unifies all touch points, in the contact centre and throughout any organization. More than 300.000 users in 1100 customers in 80 countries use Altitude Xperience to manage in real time enterprise functions like Customer Service, Telemarketing, Debt Recovery; Help Desk; Citizen Attention, etc. Altitude has 12 offices in four continents, a 160-strong worldwide partner network and is ISO 9001 certified for its worldwide support.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Touch Tone IVR

Read today's tip or listen to it on podcast.

Published: Monday, November 17, 2008

Printer Friendly Version Printer friendly version

2023 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =