Altitude Software® Solutions
IP Contact Centre
Ocular offers IP Contact Centre, a complete solution for next generation IP contact centres, with inbound and outbound dialling algorithms, call classification, unified monitoring, reporting, universal queue and intelligent routing.
Designed to scale from tens to thousands of agents, all these features are fully independent from the infrastructure and are available in traditional voice, hybrid and pure IP solutions.
Multimedia Management
The uCI (Unified Customer Interaction) solution enables users to manage customer interactions in an integrated, multimedia contact centre environment.
The uCI suite includes:
- Altitude Unified Desktop – a desktop application that manages all multimedia interactions, assisting contact centres in retaining staff and reducing training costs by providing agents with the right tools.
- Altitude Scripting Studio – an innovative tool that allows for scripts to be built or amended within minutes. This offering allows for the design, control and execution of critical customer interaction modules such as Voice Portal/IVR scripts, interaction routing and dialogue scripts. Scripting Studio includes:
- Script Developer for IT users to build custom business applications.
- Fast Script Builder, an intuitive, non-technical interface for creating or modifying campaign scripts quickly and efficiently. - Altitude Management – an application that minimises the complexity of a multimedia contact centre, enabling supervisors to efficiently manage and monitor all aspects of customer interaction and contact centre operations in real-time.
- Altitude Voice Portal – a powerful software-only platform that synchronises voice and data as well as deliver voice self-service options, enabling contact centres to automate tasks, reach more customers and offer consistent high-quality interactions while reducing the cost of customer service.
- Altitude Messaging – a solution that enables contact centres to achieve high service levels across all communication channels
- Altitude Collaborator – this offering bridges the gap between self and assisted service by offering human assistance on an organisation’s website.
Unified Dialler
The Unified Dialler is a software-based dialler that automates and adds intelligence to the dialling process. The technology works with leading PBXs and IP call classification. It helps improve contact centre productivity and efficiency but at the same time ensures compliance with outbound regulations as well as manages information security.
Unified Routing
Unified Routing is a multimedia, intelligent routing tool that enables contact centres to ensure that customers get the best service from the most appropriate agent in the optimum time frame, regardless of the communication channel they choose. It supports blended interaction distribution, universal queue, handling priority, skills based routing, intelligent business-based routing as well as virtual routing.
Unified Integration Server
The Unified Integration Server extends contact centre functionality by tightly integrating with other enterprise applications. It creates an integration framework based on Microsoft .Net technology and standard protocols, making it interoperable with any environment.
Voice Recorder
Ocular offers a Voice Recorder solution that manages the evaluation and coaching of agents’ voice interaction. This flexible solution is switch independent and driven by business rules. It enables supervisors to access recorded clips quickly by applying all filters used in their usual monitoring activities and select the relevant material to use for training or sharing.
uSupervisor
The uSupervisor offering is a unified supervision and management tool that streamlines the management and reporting upon all aspects of a multimedia contact centre. It allows organisations to manage all customer interactions and provides real-time as well as historical reporting and analytics.
UAgent
The uAgent application supports all methods of interaction and gives users real-time access to business data. It can run simultaneously on Windows and web-based environment, allowing agents to work remotely without extra development. It is fully customisable in terms of building campaign scripts and has built-in multilingual features
For more information on our Altitude products, please send us an e-mail sales@ocular.co.za
