February 13, 2013
AltiGen's MaxACD Contact Center Service Solution to Support Microsoft Lync for Auxilion
AltiGen Communications, Inc recently announced that it’s AltiGen's MaxACD contact center solution has been selected by Auxilion for supporting Microsoft (News - Alert) Lync. As a virtual support services provider Auxilion leverages Microsoft cloud technology and virtual workforce to provide cost-effective business outsourcing solutions designed for IT support services, customer support and project support.
In a statement, Graham Quinn, CTO at Auxilion, said that, "As a global innovator in cloud-based IT support services built on Microsoft technology, the use of Microsoft Lync as our primary Unified Communications (News - Alert) solution made absolute sense. 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 (News - Alert) was the only solution that met all of our requirements."
By using Microsoft Lync, Auxilion has benefited from a complete unified communications solution which includes voice, video, IM, conferencing and desktop sharing capabilities. To support and enhance its virtual support services, the company wanted a Microsoft certified contact center solution with advanced call routing, agent monitoring/management, call recording and reporting.
Paul Fullman, AltiGen VP for EMEA said that, "Auxilion's Virtual Service Desk is innovative and unique. We are delighted that MaxACD fits perfectly in Auxilion's Microsoft cloud architecture to allow the company to optimize its virtual workforce."
Based on the AltiGen MaxACD solution, Auxilion's Virtual Service Desk has been optimized with advanced features including skills based routing and priority queuing which makes it possible for Auxilion to provide its customers with improved customer service and support. With skills-based routing callers can be easily identified and connected with an agent capable for delivering the best support while with priority queuing Auxilion can now offer customized levels of support to various customer segments.
Edited by Brooke Neuman