Altitude uCI enables a correct contact handling strategy, automation and continuous focus on business goals to assure a higher success rate in compliance with legislation.

Altitude uCI allows an agile campaign and contact management strategy. A new campaign can be setup in minutes. Each campaign may have multiple contact lists and DNCL. Contact lists can be shared and intelligently assigned to campaigns. The contacts of each campaign can have specific outbound rules, rescheduling parameters, pacing mode, assigned agent or skills according to the policy of the contact center and requirements of the campaign business.

Optimized outbound calling strategies are defined according to the objectives of the campaign, desired quotas and prioritized by defined criteria. The Dialer uses the optimized list to make contacts. You can readjust the strategy at any time based on the achieved results. The entire process is automated and does not require database experts for daily management activities.

The free time of the agents can be used in proactive contact, as all activities are blended in a unified queue. Activities are delivered to agents according to priorities, service levels, skills, and available resources.

Contact center managers monitor KPIs, such as skills, service levels, or sales, in real time and take immediate actions to improve results. Performance indicators are also available in historical reports, allowing results comparison and a choice on the most appropriate strategy for the operations, such as resource planning.