Unified Communications Featured Article

AltiGen Communications Releases New Cloud Call Center

September 21, 2016

AltiGen Communications has announced the commercial availability of its new hosted contact center software, AltiGen UC Cloud. The new product combines the capabilities of the company’s own MaxACD Cloud Contact Center and Microsoft Skype for Business to make something original.

AltiGen’s predecessor from which UC Cloud is build – MaxACD – already offers business customers a number of call queuing and routing tools that help shape their incoming and outgoing communications to consumers and other businesses. It has the ability to route calls based on the skills of call center representatives while also paying mind to the presence status of such employees. It can be run on a customer’s premise or in the cloud, which suits this latest pairing with Skype.

Customers can expect to get the most out of their contact centers and Skype by accessing UC Cloud in remote servers. The monthly packages mean to make it easy for clients to avoid capital expenditures and pay for only the service they need. Meanwhile, clients can take full control over their deployments by managing UC Cloud through a web-based administration portal.

David Tang, the vice president of AltiGen’s cloud solutions division, commented on the additional features MaxACD brings to a hosted Skype service:

“With more and more organizations adopting Skype for Business to replace their proprietary PBX systems, there is a growing demand for business-critical features like advanced auto attendant along with intelligent routing and queuing capabilities,” Tang said. “Delivered as a fully managed cloud solution, MaxACD integrated with Skype for Business provides the business critical communications capabilities required to meet the needs of both SMBs and large enterprises.”

With that statement alone, it is clear that AltiGen intends to reach a wide range of enterprises. Since Skype does not require that businesses be large nor begin to freeze with a number of concurrent users, it can fit equally well at global enterprises as well as five-man shops. For AltiGen’s aims, this is perfect, since its MaxACD cloud capabilities can do the same. In the end, customers receive a product made to fit their needs, no matter their size.

Interested businesses in the U.S. can now find UC Cloud through direct AltiGen sales and through Microsoft partners. The pair also has plans to expand to the U.K. and the rest of Europe, so this journey is far from complete.

Edited by Maurice Nagle