Agents have quick access to all customer and business information, such as contact profiles, interaction history, or performance statistics. As part of the agent desktop contact center software the agent motivator feature empowers agents by displaying in real time, individual, team, and campaign performance information, showing them at all times whether the objectives are being met.
Altitude Dialer contact center software automates and adds intelligence to the dialing process. It leverages customer information to determine the best time and phone type to successfully call a contact, taking into consideration the available human resources and compliance with legislation. Altitude Door to Door is a mobile application created to help perform external interactions with customers.
It is seamlessly integrated in Altitude Xperience, our contact center software and is handled like any other interaction channel. Altitude Management Portal is a web-based application to manage and monitor multimedia contact center operations, performance, and the outcome of activities in real time.
It is a complete, customizable contact center software tool that adapts to the different contact center user profiles. It displays online monitoring information for out of the box or user defined indicators, such as SLAs or KPIs about campaign revenue, in real time and historically.
Management Portal also generates reports from built-in and custom templates, offering contact center management valuable insights on how to improve performance. Altitude Mobility supports mobile devices for any kind of business. Interactions from mobile apps are placed in a unified queue and distributed to agents according to priorities and other defined rules. Contact center management and agents can also benefit from the Altitude Mobility contact center software.
Agents can, for example, use a mobile app to perform external interactions with customers while management can use a tablet or smartphone to control contact center activities from anywhere, allowing supervisors and team leaders to spend more time helping agents, instead of sitting in front of the PC.
Altitude Multimedia contact center software offers a variety of channels, reaching from the traditional phone, to self-service apps and IVR up to social media and blogging. Altitude Xperience, our contact center software, places all interactions, regardless of the channel, in one unified queue and then distributes them according to predefined rules and priorities to the best suited resource. Altitude Recorder contact center software enables contact centers to record calls for multiple reasons, such as checking regulatory compliance, monitoring employee performance and ensuring customer satisfaction.
Supervisors can use filters to quickly search for a specific recording and use it, for example, as a training tool for new agents to show best practices. Altitude Enterprise Recording is a high-class multimedia recording tool for contact centers.
It records the voice and the screens of agents and saves it together with the associated metadata. The data from Altitude Enterprise Recording together with the recordings of other interaction channels, such as email, chat, text messaging, mobile apps, social media and video give managers an omnichannel view of all interactions between agents and customers.
By turning vast amounts of structured and unstructured data into actionable intelligence, Altitude Enterprise Recording allows to gain valuable insight into the customer journey.
The recorder measures different key performance indicators and business processes and allows to grade agents and generate comprehensive reports. Altitude Unified Router is a multimedia, software-based intelligent routing system that is part of the Altitude contact center software and allows contact center management to improve service. It gathers all contact center activities, such as inbound and outbound calls, emails, instant messages, and workflow tasks in a unified queue and applies defined routing rules to deliver the activities to the best suited agent.
For example, routes activities according to the priority or associated agent. Altitude Social Media contact center software allows companies to make social media part of their customer service strategy. It seamlessly integrates in Altitude Xperience and leverages customer service discipline, rules, metrics and resources.
Altitude Xperience can add any social media platform to the other channels, allowing a unified management and a complete customer history. Altitude Unified Router contact center software distributes the interactions to the best suited resources, and agents get a pop-up message and can handle the interaction like any other type of media. Altitude Scripting Studio contact center software is a unique and single development application to build agent, IVR, routing, and workflow scripts.
It has a visual and a graphical mode that enables both inexperienced and advanced programmers to build a script. Altitude Software designs tailored cloud contact center solutions for every business application based on their goals. No matter your role — contact center agent, supervisor, sales manager or IT consultant, or a small business owner solving your customer needs — you will find our solutions easy to use, efficient and with a quick learning curve.
Our clients are our best asset and we take a great care about every one of them assuring personalized attention and services that meet best the need of each client. A contact center knowledge base is an integrated and centralized repository of information that allows agents to provide quick,.
A unified, omnichannel Agent Desktop is an application used by contact center agents to handle interactions with customers and. A truly new beginning Altitude Software becomes part of Enghouse Systems family! Why Altitude Software. Flexible Integrates with all types of infrastructure and operation size.
Versatile Meets the specific customer service needs of each type of business and application. Holistic Complete, modular, and scalable customer experience solution for omnichannel contact. Agile Customer proximity enables a quick and effective reaction to their needs. Innovative Continuous release of new features to meet dynamic business needs.
Experience 27 years building successful customer relationships, globally. Who benefits from our solutions? Engage with Your Customers Regardless of Business Type Customers have high expectations both in terms of quality and speed of the service they get from the companies they do business with.
Financial and insurance. Transportation, logistics and hospitality. Business process outsourcers BPO. Telecommunications, utilities and energy. Government services, healthcare and education. Professional services. Small and medium business. Logic How to profit from an omnichannel customer engagement solution for an inbound and outbound strategy View case study Watch video.
SM How to improve contact center efficiency while integrating different communication channels View case study. Europa Group How to increase contact rates and conversion while excelling at the provided customer service View case study.
Intrum Justitia How to boost your credit management services while providing an excellent customer experience View case study. What business area uses our solutions?
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