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TMCNet: Ulster Savings Bank implements AltiGen solution

[November 23, 2009]

Ulster Savings Bank implements AltiGen solution

Nov 23, 2009 (TELECOMWORLDWIRE via COMTEX) -- New York-based Ulster Savings Bank has deployed a call centre and Voice-over-IP solution based on software from AltiGen Communications Inc (Nasdaq:ATGN), the provider of integrated Microsoft-based Unified Communications solutions said on Monday.

No financial details were disclosed.

According to the company, the bank implemented AltiGen's MaxCommunications Server (MaxCS) redundant software IP PBX and call centre at its main location. All Incoming customer calls are now routed directly to a centralised toll free number at the main location to the customer service centre.

In addition, calls between branch locations are routed via Voice-over-IP across the bank's private data network, eliminating toll charges.

Using the MaxCS remote survivability option, if a branch location is unable to connect to the wide area data network, calls are routed over the public-switched telephone network, avoiding service interruptions.

The bank also deployed Microsoft CRM (Customer Relationship Management) software in its customer service department, which will soon be deployed enterprise-wide. In 2010, the bank will deploy AltiGen's new MaxCommunicator desktop call control software, where employees will be able to 'click-to-dial' right from MS CRM for outbound calls and receive screen pop-ups of customer records for inbound calls.

Ulster Savings Bank chose AltiGen because of the following features: VoIP capability integrating all branches; call centre tools such as call recording, agent reporting and supervision; centralised management and self administration; integration with Microsoft; as well as disaster recovery capability, the company said.

Comments on this story may be sent to tww.feedback@m2.com

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