Description

Altitude Unified Customer Interaction suite Altitude uCI suite is a comprehensive solution that enables you to manage customer interactions in a multimedia contact center environment. Altitude Software delivers total suite and modular unified customer interaction solutions that enable companies to automatically respond to changing business needs, improve the overall customer service and achieve a significant return on investment.

Altitude IP Contact Center Altitude IP contact center is a complete multimedia contact center solution running on IP. Altitude's IP contact center provides the full functionality of the Altitude uCI suite with added connectivity to Altitude vBox, a SIP-based media voice switch, as well as to a variety of IP-PBXs through ISDN and CTI. Altitude Hosting Platform When deployed in a Data Center, Altitude uCI supports a Service Provider to host contact center services, with rapid deployment, security and fast return on investment. With this service, companies requiring a contact center can outsource the technology infrastructure while retaining all the control and security they need. The three product lines share the following common components:

• Altitude Multimedia: Altitude uCITM was conceived to unify the management of every customer interaction, regardless of the media that the customer chooses to contact your company - phone (agent or IVR), email, instant messaging (chat), SMS / texting or collaboration using the Web. That management includes a unified queue with unified routing, unified real time monitoring and unified reporting for all interactions. See demo here.
• Altitude Voice Portal: Integrate leading edge voice self-service applications with agent-assisted transactions to improve customer service levels, drive operational efficiencies and increase revenues Altitude Voice Portal is a powerful software-only platform that delivers a superior voice self-service experience through the pre-integration of best-of-breed speech technologies. Altitude Voice Portal supports both VoiceXML and Altitude Scripting Language (ASL) and runs on of top of SIP, CTI, CAS and ISDN links. See demo here.
• Altitude Unified Routing: Altitude Unified Routing provides multiple options for routing interactions that ensure customers will receive the right level of service from the most appropriate agent in the optimal time frame, regardless of the media used. See demo here.
• Altitude Unified Dialer: Altitude Unified Dialer is the right technology for successful proactive contact as it automates and adds intelligence to the dialing process. See demo here.
• Award winning Predictive Dialer: Predictive is mainly used to contact a large volume of customers within a short period of time. Predictive dialing frees agents from waiting during the dialing and ringing process. Agents spend their time answering calls and are not distressed with unanswered calls. Campaigns using predictive dialing can average agent productivity of 50 minutes per hour and nuisance ratios of three percent or less. Predictive dialing predicts when agents will be available and decides how many calls to make based on the success probability, the time for the contact to answer and nuisance ratios. Probabilities are continually updated, and nuisance ratios observed for optimal performance and legislation compliance.
• Automated Dialing: Using Altitude Unified Dialer, there is no need for manual dialing or for time consuming number searches. Agents no longer need to manage unsuccessful responses such as busy, no answer, fax, answering machines, etc. An appropriate screen is automatically delivered to the agent's desktop, providing multiple functionalities, including a soft-telephone capable of handling all telephony operations, guiding script as well as a full customer interaction history.
• Accurate Call Classification: In order to achieve such high performance, the predictive dialer must also account for unsuccessful calls. Accurately classify answering machines, faxes and modems. Calls that are not live human contacts are not transferred to the agent, helping maintain high levels of productivity. Call classification can also be configured to play a message when an answer machine is detected.
• Unified Agent Desktop Altitude: Unified Desktop is a solution designed to unify the customer service desktop to improve the customer experience and agent productivity. See demo here. Focus on the Essential Altitude Unified Desktop streamlines multiple applications into a single agent desktop, based on the service/campaign workflow, provides relevant information at hand and allows agents to focus on the essential: customer needs and service/ campaign goals. Win-win Strategy Everybody wins with a unified desktop. The agents are more effective on their work and have higher improved morale with more productive tools. A better end customer experience results in happier customers. The contact center manager is capable of effectively retain qualified workforce, and profitable customers. This win-win strategy has proved to provide companies a real competitive advantage. It is a smart way to address current business challenges, boost the bottom line and build a reliable brand image and reputation.
• Altitude Scripting Studio: Altitude Scripting is an industry unique language and development environment specialized for contact centers, allowing the design, control, and execution of the most critical customer interaction modules in the multimedia contact center, namely the Voice Portal / IVR scripting, the interaction routing, and the agent desktop GUI and dialog scripts. A single development generates agent scripts for both Web and Windows environments. Furthermore, all scripts can be changed on the fly to quickly respond to changing business needs. Altitude Scripting Studio lowers the total cost of the solution due to a rapid application development.
• Altitude Management: Altitude uCITM provides the tools and data that can maximize contact center performance, by optimizing operational management, human resources, quality and the overall productivity. Altitude Management solutions allow more focus on business needs and improves infrastructure management, workforce management, and the overall business results.
• Unified channel management capabilities are complemented by a set of components that streamline the management tasks of contact centre operations, optimize quality and workforce management, historical reporting and integration with business intelligence tools.