Ocular Technologies

Customer Care from Altitude Software®

In today’s challenging economical environment the customer care provided by many companies is seen not only as a differentiating factor, but also as a way to increase loyalty and excel in the service provided.

Technology is transforming how contact centers provide customer care. For example, segmenting customers according to their value and providing a myriad of interaction channels to choose from, available 24*7.

Provide outstanding customer care
Altitude uCI supports contact centers in their quest to offer a better customer care by allowing them to interact using a myriad of interaction channels, such as the phone, email, SMS, web chat among others. Altitude Voice Portal enables customers to use an IVR menu to choose the appropriate option, decreasing waiting time and assuring a higher first call resolution rate.

Altitude uCI also provides a real universal queue, blending several media channels using your business logic. This is particularly important because the real time monitoring capabilities available on the Altitude uSupervisor assure a correct interaction management.

Empower the contact center floor

When interacting with a contact center, customers expect to find a proactive and knowledgeable agent. Altitude Unified Desktop allows agents to access a myriad of applications from the same desktop thus better serving customers. Altitude Unified Desktop can also integrate with back and front office applications providing agents with a unified customer view. Altitude Unified Desktop enables agents to handle the call from cradle to grave. Additionally, agents can use Altitude Knowledge Base to retrieve the right answer at the right time.

Segment customers
Customers have different levels of importance; therefore, cannot receive the same type of service.

Altitude Unified Routing segments customers based on their profile and value to the organization, assuring that high value customers receive premium service and the best available agent. Based on the profile and request typology, Altitude Voice Portal and Altitude Unified Routing segment all inbound interactions enhancing the customer experience and satisfaction.

A well solved complaint can be transformed into to a successful sale. Altitude Desktop provides agents not only with timely and accurate information, but also with suggestions regarding cross/up sell opportunities.

Agents are able to take the interaction to the next level and, based on the customer profile, offer relevant products or services, thus increasing the customer lifetime value and loyalty to the company.

For too long, contact centers have be considered cost centers. Not anymore, as Altitude uCI provides the right technology to enable the contact center to move forward and positively contribute to the company’s bottom line.