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Milwaukee Electric Tool Powers Customer Service With AltiGen's MaxACDMicrosoft(R) Lync(TM) Based Contact Center Supports 20 Service Centers Throughout the U.S. (January 24, 2012)
SAN JOSE, CA -- (Marketwire) -- 01/24/12 -- AltiGen Communications, Inc. (OTCQX: ATGN) (PINKSHEETS: ATGN), the leading provider of integrated Microsoft-based Unified Communications solutions, today announced that Milwaukee Electric Tool Corp. has deployed AltiGen's MaxACD contact center solution for Microsoft Lync.
Milwaukee Electric Tool Corp. is an industry-leading manufacturer and marketer of more than 500 heavy-duty, power tools, hand tools and 3,500 accessories for professional users worldwide. The company has a history of using state-of-the-art technologies and sophisticated manufacturing techniques to deliver durable and reliable professional tools of the highest quality. The company is a subsidiary of Techtronic Industries Co. Ltd, whose global brands include such products as Ryobi®, AEG® power tools, Homelite®, Royal®, Dirt Devil®, Regina® and VAX® floor care appliances.
In 2010 the company began a project to replace its IT and communications infrastructure to ensure efficiency and the best customer service. "I was brought into Milwaukee Tool to manage the transition from legacy technology to a Microsoft based foundation," said Craig Mueller, Senior Manager of Infrastructure. "The goal was to shift the IT department from being a cost center to a provider of data and tools that would enable and empower our employees."
Mueller's team first transitioned the company from Lotus Notes to Microsoft Exchange. The aging Siemens PBX infrastructure was then replaced with Microsoft Lync to provide PBX, IM, conferencing and collaboration capabilities across the enterprise. In 2011 the company set out to implement a new contact center that would complement the company's Microsoft technology investment.
"We evaluated all of the available contact center options for Microsoft Lync," said Mueller. "AltiGen's MaxACD software stood out as being intuitive, manageable and very cost effective. We liked that applications such as ACD reporting and call recording management were already built in."
Milwaukee Electric Tool has now unified all service operations using AltiGen's MaxACD contact center for Lync. Using the contact center's skills based routing, callers are indentified and connected to the agent best qualified to provide support across the nationwide service centers. With priority queuing, major customers receive the best possible support. The contact center managers also routinely use applications such as MaxSupervisor and MaxInsight to monitor interaction with a customer in real time, and make staffing adjustments as necessary.
"Our supervisors and agents are enjoying all of the new capabilities in the contact center," said Mueller. "With our new, stronger foundation, we will be in a position to ensure the best possible support for our growing base of customers."
"We're proud that a company with such a strong reputation for quality selected MaxACD to provide service to its customers," said AltiGen Vice President of Sales Mike Plumer. "Our goal is to make it simple and affordable to deploy a contact center for any company upgrading to Microsoft Lync."
About AltiGen Communications, Inc.
AltiGen Communications, Inc. (PINKSHEETS: ATGN) (OTCQX: ATGN) is a leading provider of 100% Microsoft-based VoIP business phone systems and Unified Communications solutions. Having more than 10,000 customers around the world, AltiGen solutions are designed for high reliability, ease of use, seamless integration to Microsoft infrastructure technologies, and are built on a scalable, open standards platform. AltiGen's worldwide headquarters is in Silicon Valley, California, with international operations based in Shanghai, China. Local sales, service and support are provided by AltiGen's worldwide network of over 300 certified partners. For more information, call 1-888-ALTIGEN or visit the web site at www.altigen.com.
Safe Harbor Statement
The forward-looking statements contained in this press release are based upon the Company's current expectations, beliefs, plans and assumptions, which are subject to a number of risks and uncertainties including, but not limited to: statements regarding the continued market acceptance of our 100 percent Microsoft-based business phone systems and call center solutions and our ability to deliver MaxACD contact center solution for Microsoft Lync that is simple and affordable for our customers. Actual results in future periods are subject to risks and uncertainties that could cause actual results to differ materially from those projected. The forward-looking statements contained in this press release are also subject to unknown risks and uncertainties, including but not limited to, risks related to AltiGen's limited operating history. For a more detailed description of AltiGen's performance, please refer to AltiGen's audited Annual Report filed with the OTCQX over-the-counter market for the fiscal year ended September 30, 2011. Since these statements involve risks and uncertainties and are subject to change at any time, the Company's actual results could differ materially from expected results. Forward-looking statements speak only as of the date the statement was made. The Company does not undertake any obligation to update any forward-looking statements.
Copyright 2012 AltiGen Communications, Inc. All rights reserved. Product names, logos, brands, and other trademarks featured or referred to within this press release are the property of their respective trademark holders.
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