Drives Opportunity to Expand Microsoft Lync Implementations in Contact Centres Across EMEA
Cirencester, UK, 14th January 2014 – Westcon Group, a value-added distributor of category-leading unified communications, network infrastructure, data centre and security solutions with a global network of specialty resellers, today expanded its unified communications portfolio in a new agreement with AltiGen Communications. A leading provider of 100% Microsoft-based Unified Communications solutions, AltiGen allows EMEA partners to accelerate growth of Microsoft Lync in their customers’ contact centres.
With more than five million enterprise voice seats of Microsoft Lync deployed to date, organisations around the world are increasingly looking to implement contact centres in parallel to more effectively manage communications. Eliminating complexity and costs associated with installing and maintaining multiple products, AltiGen simplifies the process via a unified, integrated platform. The company’s MaxACD offers a range of extensive features, including an Enhanced Auto Attendant and IVR, Skills-Based Routing, call recording and extensive reporting. The solution provides the superior qualities that contact centres demand, as well as high availability for business continuity.
“Microsoft Lync is a relatively untapped opportunity for contact centres in EMEA, so our partnership with AltiGen will create significant reseller opportunities in the region. AltiGen is an expert in the contact centre space — with more than fifteen years of technology innovation delivering comprehensive and integrated software. This deal allows us to further expand our vendor portfolio, while enabling partners to significantly increase value to their customers,” comments David Grant, Senior Vice President Westcon Convergence, EMEA.
AltiGen MaxACD supports contact centres from 5-256 agents and is primarily used in departmental contact centres such as: IT Help desk, sales, technical support, and customer services. Cost-effective and easy-to-deploy in the contact centre, the solution removes the need for scripting or programming. AltiGen is simple to configure with up to only 5x licence types required; coupling this with an ability to virtualise the solution, the contact centre can be deployed on existing customer hardware thereby reducing costs further. The platform also allows contact centre managers to measure, monitor and manage activities.
“During the past 12 months, we’ve seen significant growth in the Lync Enterprise Voice market – and our ability to add a natively designed Contact Centre solution to Lync adds real business benefits. To be successful, we required a partnership with a high profile distribution partner sharing our vision. Westcon’s commitment to complete support service to their customers – from design to delivery – is exceptional and we are delighted to be working with them,” comments Paul Fullman, Vice President AltiGen Communications, EMEA.