Ulster Savings Bank deploys AltiGen's call center and VoIP solution

AltiGen Communications, a provider of integrated Microsoft-based unified communications solutions, has announced that Ulster Savings Bank has deployed an AltiGen software-based call center and VoIP solution in 15 New York locations.

Ulster Savings Bank has deployed AltiGen's MaxCommunications Server (MaxCS) redundant software IP PBX and call center at its main location. All incoming customer calls are now routed directly to a centralized toll free number at the main location to the customer service center. Calls between branch locations are routed via VoIP across the bank's private data network, eliminating toll charges.

Ulster Savings Bank has also deployed Microsoft customer relationship management (CRM) software in its customer service department and it will 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 pops of customer records for inbound calls, which greatly improves employee productivity and customer service, said AltiGen.

Mike Plumer, vice president of sales of AltiGen Communications, said: "Ulster Savings Bank is a great example of a smart company that takes the strategic long-term view. To be in business for 158 years and grow in one of the banking industry's most difficult times is remarkable."

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