http://www.altitudesoftware.com/

Altitude Software developed a unique solution in the management of call centers and the world surrendered to the new concept. Sydney's Olympic Games telephone center used this company's products. And Caixa Económica Federal followed in their footsteps.

The 90s brought a new approach to the management of call centers. The world stopped using systems based on hardware, adhering to systems run by software. As incredible as it may seem, it is the Portuguese company Altitude Software (ex-Easyphone) that has been responsible for this revolution. Today Altitude's UCI software is used throughout the world. Many of the world's largest organizations such as Rede Globo, Banco Santander, Banco ITAÚ, Telesp Celular,b Axa Insurances or Coca-Cola have already adopted to this product.

Interestingly enough, the management of call centers was not the initial area of activity of this company that was integrated in the Financial Software Society (SSF). However, a challenge was presented by Alcatel to develop a unique solution, and the managers of SSF did not hesitate to get down to it. The result was innovative software, unique to the world, which would later come to change the rules of the game with respect to the management of call centers.

"In 1993, the market was dominated by the various hardware companies which had very closed solutions that did not integrate efficiently", explains Carlos Quintas, President of Altitude. SSF went for a different philosophy and developed a solution run by software. "We used a technology that was already very successful in computing (client/server environment) and we developed solutions above and beond the standard protocols and equipment", he continues. 

Since it was a pioneer experience, there were many obstacles to overcome. Nevertheless, the solution proved more powerful, flexible, open and economical. Little by little, the market realized the advantages offered by Altitude's Software and both clients and suppliers began adopting the same philosophy.

Today, the market acknowledges the success of this Portuguese company and all call centers are managed in a similar way, using Altitude's software or others. Nevertheless, the evolution of the market and the appearance of new technologies brought new challenges and stimulated to Altitude, today a completely autonomous company, to create new products.

"We hope to be innovators again, seeing as how we are reinventing the management of call centers", states Carlos Quintas. The truth is that with the mass use of the Internet and electronic mail, it no longer makes sense to speak in terms of call answering centers. "We prefer to call them contact centers since it is necessary to manage all contacts with clients, whatever the means they use", explains the president of Altitude Software.

Therefore, the company presently offers a global and integrated solution, already with all the necessary functions to manage and contact arriving through the Web. "At this time, companies are able to manage all their contacts - phone calls and emails - with the same solution: Altitude UCI", assures Carlos Quintas. The company's chief objective is to lead the new market, because it is in fact that the first to adopt this new concept.

To get to this point Altitude had to break new ground and turn into a global company. It altered its structure and succeeded in making its solutions effective. The result was reflected by a growth of more than 100 percent per year. For example, "last year we reach 28 million Euro in sales", states the manager.

Altitude seems to have all the conditions necessary to continue its growth and will probably lead the market of contact centers in the future. The company tried to perform their IPO in the Amsterdam Stock Exchange, but the process was put on hold. However, some shareholders and new investors guaranteed a new round of investment in the amount of 31,6 million Euro. In view of this, the objectives stand: "We want to be a billion dollar buisiness", states Carlos Quintas.

Presently Altitude Software has 17 branches all over the world, from Europe to Asia to the American continent. These offices are linked to the Head Office but are at the same time truly accountable for the country or the geographical region where they are based. Both in Europe as well as in the rest of the world, the objectives of the company are clear: to continue to grow and maintain their technical leadership. Their preference by certain clients, as is recently the case of Coca-Cola, is an indicator above question. Altitude is also a leader in the Portuguese market and includes clients such as Montepio Geral or the Insurance Company Tranquilidade.

However, it is abroad that the company has reached an unusual size, competing in terms of number of associates, with some of the biggest portuguese economic groups such as Sonae, BCP or Jerónimo Martins Group. "In fact Altitude has to be the only company that has more than half of its employees abroad", adds Carlos Quintas.


ALTITUDE SOFTWARE, S.A.
R. Gen. Firmino Miguel, 3B, R/C
1600 Lisboa
Tel: (+351) 21 7205000
Fax: (+351) 21 7205079
www.altitude.com