Altitude uCI™ 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. That management includes a unified queue with unified routing, unified real time monitoring and unified reporting for all interactions.
Altitude Multimedia 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.
Fully blended multimedia
Support for voice inbound, email, web chat with file transfer and full blending with voice outbound in preview and power dial mode. Fax, Letters, SMS/MMS are supported with Altitude Messaging.
Built-in media toolbar
Relevant media control operations are made available on the agent desktop application. The agent can perform a full “phone free” interaction handling.
“Cradle to the grave” logging
All interactions and relevant interaction events, regardless of media, are registered on the Altitude uCI™ data repository, as soon as they happen. This information can then be used to feed whatever data mart application that is required by the business.
Call / interaction classification
Contact Center managers can define on a per campaign basis the list of Data Interaction Outcomes (DTOs), from the business or operation perspective. Agents classify the interaction using this outcome lists.
- Altitude Voice
- VoIP, TDM or hybrid
- Altitude Voice Portal
- Altitude Email
- Altitude Messaging
- Altitude Chat
- Altitude CallBack
- CRM /ERP Integration
- Services Oriented Architecture