AltiGen (News - Alert) Communications, Inc., a provider of Microsoft-based VoIP business phone systems and unified communications solutions, and Project Leadership Associated, an IT consultancy firm, recently joined in an agreement to deliver AltiGen’s MaxACD Contact Center for Microsoft (News - Alert) Lync to customers across the United States. MaxACD offers features such as call recording, multilevel auto attendant, a flexible and adaptable IVR with CRM integration capabilities are all tightly integrated with Microsoft Lync to provide a compelling communications solution either on-premises or delivered through the cloud.

MaxACD takes advantage of AltiGen's 15 years of contact center technology innovation to deliver a full featured Microsoft Lync contact center solution that is simple to deploy, simple to use and simple to manage. It is a 100 percent software-based solution, allowing it to be installed and configured with minimal effort. The MaxACD suite offers comprehensive sets of call routing and queuing rules, including presence-based and skill-based routing, to meet even the most demanding call center requirements.

"Microsoft Lync offers immediate business benefits for our enterprise customers," said Don Penland, partner at PLA, in a statement. "When that capability is combined with AltiGen's MaxACD contact center solution, the customer and user experience is phenomenal. We first engaged with AltiGen while deploying Microsoft Lync at Milwaukee Electric Tool. Based upon the success of that experience, we have decided to deploy MaxACD internally for the PLA customer help desk and offer the solution nationally to our current and future customers. We find the MaxACD product to be innovative and intuitive, and we feel that PLA and AltiGen are a good cultural fit with a mutual focus of finding solutions for customers."

The demand for call recording has increased dramatically in recent years as businesses work to improve customer service and agent productivity, address security concerns and comply with legal requirements such as the Health Insurance Portability and Accountability Act (HIPAA), Sarbanes-Oxley and SEC (News - Alert) regulations. AltiGen's integrated call recording support provides a powerful option for accurately capturing voice conversations.

With support for on-demand and full-time centralized recording, AltiGen's solution provides flexible recording options for Lync agents. As an integral component of AltiGen's MaxACD solution, the need to purchase a third party call recording solution has been eliminated. AltiGen's integrated call recording options for call centers enables your business to accurately gauge call center performance. Utilize AltiGen's call recording, search, playback and storage of voice interactions to help you identify trends and opportunities to streamline processes that will improve the quality of your agents customer interactions and deliver exceptional service.

In addition, PLA will be providing 30 day pilots of AltiGen's contact center software to qualifying customers.

"PLA is a major addition to the MaxACD partner team," said AltiGen VP of Sales, Mike Plumer. "The depth and reach of their skill set and national coverage will accelerate Microsoft Lync and MaxACD customer deployments. They will also be offering MaxACD as part of a jump start pilot program. Customers will be able to experience Microsoft Lync and MaxACD first hand to better understand how it can transform communications and interactions with customers. We are very happy to welcome them aboard as a partner."