Altitude Unified Desktop
Altitude Unified Desktop is a solution designed to unify the customer service desktop to improve the customer experience and agent productivity.
Altitude Unified Desktop – 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.
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 Unified Desktop has transformed customer service and contact center operations in leading companies. Case studies from Optima, The Results Companies, Transcom, among others, demonstrate how this cost-effective solution can be implemented quickly and deliver a rapid ROI.
Achieve First Call Resolution
The financial cost associated with low First Call Resolution rates have a significant impact in every contact center bottom line. Having the right tools to help agents be more efficient is critical and the only solution for survival in these uncertain times.
The First Call Resolution (FCR) is probably the most important call center metric. Improving the customer experience is the only way to improve companies’ results in the current environment. FCR is a critical determinant of customer satisfaction, and it can be measured.
Customers expect to bring a problem or inquiry and have it solved in a timely manner. Not all interactions can be resolved immediately or on the first contact. However, Altitude uCI technology, increasing agent empowerment, and routing intelligently interactions will increase the number that can.
The percentage of contacts that do not close on the first interaction represents repeat tasks, increased interaction volume, inflated operating expenses, and most importantly, dissatisfied customers.
Improving FCR brings you the best of both worlds – efficiency and effectiveness. You will be improving quality, reducing costs, and improving customer satisfaction, all at the same time.
The Right Information At The Right Time
Altitude Unified Desktop is the solution to improve the efficiency and effectiveness of your customer service representatives. The tool has the ability to provide the agents with the right information at the right time, helping them to be more effective with the customer and to recognize every opportunity to up-sell and cross-sell.
Increase Agent and Customer Retention
A Multimedia toolbar increases productivity for agents, by enabling them to quickly control the media on their desktop, providing better customer service which ultimately leads to customer loyalty. Altitude Unified Desktop enables agents to perform all the operations they need to serve the customer from within a single desktop application, reducing training time and job frustration. This solution proves to increase agent and end customer retention.
Agent Guidance Reduces Training Needs
The Altitude Unified Desktop includes a Knowledge base mechanism and can run Altitude Intelligent script.
The Altitude Knowledge base not only reduces new agents training time, as it also promotes knowledge transfer and allows best practices leveraging.
The Altitude Scripting is an efficient mechanism to guide agents through the interaction, promoting service consistency, reducing training needs. Additionally it can be adjusted on-the-fly by campaign supervisors, allowing having last minute promotions available or up-to-date ways to overcome current objections.
Highlights
- Custom, Packaged or Power Desktop
- Browser or Windows
- Customer Interaction History
- CTI & media Control
- Built-in Workflow
- Single Login
- Knowledge Base
- Multi language by nature
