Unified Desktop - Focus on the Essential

Altitude Unified Desktop streamlines multiple applications into a single agent desktop, based on the service/campaign workflow. It provides relevant information at hand and allows agents to focus on the essential: customer needs and service/ campaign goals.

Win-win Strategy 

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.

Rapid Return On Investment

Altitude Unified Desktop has transformed customer service and contact center operations in leading companies. Case studies from Optima, The Results Companies, Transcom, among others, demonstrates how this cost-effective solution can be implemented quickly and deliver a rapid ROI.

Boosting First Call Resolution rates in Uncertain Times

The financial cost associated with low First Call Resolution rates has a significant impact in every contact center bottom line.

The Importance of Achieving First Call Resolution

The First Call Resolution (FCR) is probably the most important call center metric and critical in determining customer satisfaction. Improving the customer experience is the only way to improve companies' results in the current environment.

Increase Satisfaction and Reduce Costs

Customers expect to bring a problem or inquiry and have it solved in a timely manner. The percentage of contacts that do not close on the first interaction represents repeated tasks, increased interaction volume, inflated operating expenses, and most importantly, dissatisfied customers.

Improve Efficiency and Effectiveness

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.

Altitude uCI increases agent empowerment and enables intelligently routing of interactions thus allowing agents to reduce FCR.

The Right Information At The Right Time

Altitude Unified Desktop is the solution to improve the efficiency and effectiveness of your customer service representatives. It has the ability to provide agents with the right information at the right time, helping them to be more effective with customers and to recognize every opportunity for up-sell and cross-selling.

Increase Agent and Customer Retention

A Multimedia toolbar increases productivity for agents, by enabling them to quickly control the media on their desktop. Altitude Unified Desktop enables agents to manage all customer interactions within a single desktop application, reducing training time and job frustration.

Agent Guidance Reduces Training Needs 

The Altitude Unified Desktop includes a Knowledge base mechanism and can run Altitude Intelligent scripting.

The Altitude Knowledge base not only reduces new agents training time, but 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 while reducing training needs. Additionally it can be adjusted on-the-fly by campaign supervisors, allowing to have last minute promotions available or up-to-date turnarounds to overcome current objections.