From the Experts
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[February 19, 2013]
Auxilion deploys AltiGen's solution for Microsoft Lync
Feb 19, 2013 (Datamonitor via COMTEX) -- Auxilion, a provider of business outsourcing solutions, has deployed AltiGen Communications's MaxACD contact center solution for Microsoft Lync.
Auxilion recently replaced its Nortel Meridian phone system with Microsoft Lync, which provides a unified communications solution encompassing voice, video, IM, conferencing and desktop sharing. In addition, Auxilion needed a turn-key Microsoft certified contact center solution that included advanced call routing, agent monitoring/management, call recording and reporting for its virtual support services, AltiGen said.
"As a global innovator in cloud-based IT support services built on Microsoft technology, the use of Microsoft Lync as our primary Unified Communications solution made absolute sense," said Graham Quinn, CTO at Auxilion. "In order for Auxilion to ensure the best level of service for our clients, we deployed AltiGen's state-of-the-art MaxACD contact center for Lync after evaluating a number of other contact center solutions. We needed a solution that was cost-effective, easy-to-use and manage, and future proof, allowing us to expand the system as needed according to our growth plans. AltiGen was the only solution that met all of our requirements." Powered by AltiGen MaxACD, Auxilion's Virtual Service Desk is able to utilize features like skills-based routing and priority queuing to deliver customer service and support. Skills-based routing allows callers to be identified and connected to the agent best qualified to provide support across Auxilion's virtual service center, and priority queuing allows Auxilion to offer different levels of support to different customer segments, the company added.
"Auxilion's Virtual Service Desk is innovative and unique," said Paul Fullman, AltiGen vice president for EMEA. "We are delighted that MaxACD fits perfectly in Auxilion's Microsoft cloud architecture to allow the company to optimize its virtual workforce."
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