Contact center managers need tools to organize their contact center services and campaigns. Altitude Unified Routing provides multiple options for routing interactions that ensure customers will receive the right level of service from the most appropriate agent in the optimal time frame, regardless of the media used.
Altitude Unified Routing is a feature rich multimedia interaction router that supports truly blended interaction distribution, universal queue, priority handling, and skills based, intelligent business-based and virtual routing.
Universal intelligent queue
Multi-media routing
Queue management – priorities and handicaps
Intelligent routing or/and Skills based routing (SBR)
Powerful routing scripting
Scripting to define and to continuously re-define the routing rules by monitoring some characteristics such as workload
Enable sophisticated distribution policies
Routing scripts can interact with relational databases, Windows DLLs, the Altitude uCI™ Server, and the switch.
Routing scripts can react to timeouts and can dynamically change the campaign, the priority, the required agent, or the required skills.
Voice Portal and IVR integration
Collect customer data
In-queue entertainment with voice interactions and self-service
Optional ACD routing integration
Integration with PBX’s ACD routing
To leverage your existing investments, Altitude uCI™ is capable of routing in cooperation with your ACD.
Altitude Software (www.altitude.com )
is the leader of unified customer interaction solutions, managing
dynamic contact centers independently of platforms since 1993.With about
900 customers in 60 countries, altitude strives for customer
satisfaction and is ISO 9001 certified for its worldwide support.
Altitude Software has won 40+ industry awards and it has been included
by Gartner in the industry Magic Quadrants since 2000. “Altitude uCI”
(unified customer interaction) is a software suite that manages in real
time enterprise functions like Customer Service, Help Desk, Collections,
Telesales, Surveys, etc. It is unique in accelerating the creation of
services and campaigns, thanks to the unified design studio, routing,
dialer, voice portal, desktop front-end, monitoring and analytics.
Altitude Unified Routing
