Altitude Unified Management

Altitude uCI™ 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.

State-of-the-art contact center supervisioning and management tool

Altitude uSupervisor is a state-of-the-art supervision and management tool that manages, monitors, and allows real-time, as well as historical, reporting of multimedia customer interactions.

Reports and analytics allow improvements on the performance of the contact centre operations

Altitude Software provides a unified reporting solution that provides managers’ the ability to respond to immediate needs and to continuously improve the effectiveness of the contact centre.

Workforce management: forecasting, planning, scheduling and daily management

Altitude Workforce Management functionality is an integrated solution to manage your contact workforce providing you the tools to manage everything your center needs to achieve quick and meaningful results.

Quality management: drive enterprise quality

Intelligent Recording is currently used as an efficient mechanism to drive enterprise quality. The real value of recording customer interactions comes from the intelligent analysis of these recordings in order to identify issues, good and bad practices, and enable organizations to continuously improve their most important metrics: successful call outcomes and satisfied customers.

Highlights

  • Unified management for multi-media, multi-site contact centre operations
  • Quality management
  • Historical reporting
  • Workforce optimization integration
  • Business inteligence integration