Highlights

Provide an outstanding customer care

Altitude uCI supports contact centers in their quest to offer a better customer care by allowing them to interact using a myriad of interaction channels, such as the phone, email, SMS, web chat among others. Altitude Voice Portal enables customers to use an IVR menu to choose the appropriate option, decreasing waiting time and assuring a higher first call resolution rate.

Altitude uCI also provides a real universal queue, blending several media channels using your business logic. This is particularly important because the real time monitoring capabilities available on the Altitude uSupervisor assure a correct interaction management.

Empower the contact center floor 

When interacting with a contact center, customers expect to find a proactive and knowledgeable agent. Altitude Unified Desktop allows agents to access a myriad of applications from the same desktop thus better serving customers. Altitude Unified Desktop can also integrate with back and front office applications providing agents with a unified customer view. Altitude Unified Desktop enables agents to handle the call from cradle to grave. Additionally, agents can use Altitude Knowledge Base to retrieve the right answer at the right time. 

Segment customers

Customers have different levels of importance; therefore, cannot receive the same type of service.

Altitude Unified Routing segments customers based on their profile and value to the organization, assuring that high value customers receive premium service and the best available agent. Based on the profile and request typology, Altitude Voice Portal and Altitude Unified Routing segment all inbound interactions enhancing the customer experience and satisfaction.

Create cross and up sell opportunities

A well solved complaint can be transformed into to a successful sale. Altitude Desktop provides agents not only with timely and accurate information, but also with suggestions regarding cross/up sell opportunities.

Agents are able to take the interaction to the next level and, based on the customer profile, offer relevant products or services, thus increasing the customer lifetime value and loyalty to the company.

For too long, contact centers have be considered cost centers. Not anymore, as Altitude uCI provides the right technology to enable the contact center to move forward and positively contribute to the company’s bottom line.

Technology

Altitude uCI is a suite of customer interaction management solutions which includes a unique interaction control language and development environment, a strong outbound and predictive dialing solution, email servicing, Web chat and a consolidated view of the customer with massive campaign support.
Interactions are routed using the same business rules, regardless of the channel chosen by the customer. We offer a modular but tightly integrated solution, where all modules were designed to work together but also to be deployed as stand-alone. We provide both thin and rich client architectures. For more information click here.

Related Case Studies

Related Case Studies

Acquajet is a company dedicated to the distribution and sale of cooling and filtration water machines, and coffee machines, to businesses and homes. Today Acquajet is the market leader in the Iberian Peninsula and the fourth largest European company in this industry. The company's income has grown exponentially in the last 10 years and it now has 75.000 clients, 43.000 points of sale and 270 direct employees. This growth trend led Acquajet to invest in Altitude Software's technology to optimize sales management and increase new customer acquisition in the contact center."

Air Miles, one of the world's leading multi-participant loyalty programs, has improved call handling and boosted member satisfaction through the use of advanced IP contact center technology. Located in Dubai, UAE, the Air Miles contact center is powered by the Altitude Software solution which provided the UAE-based company with a wealth of advanced contact center features, such as voice portal as well as unified centralized monitoring, queuing, routing and reporting.

Alert TeleServices is the 24/7 assistance service provided by Securitas Alert Services Netherlands to its customers. Specialized in monitoring for businesses, corporations, institutions and private citizens, Securitas Alert Services monitors, reacts and resolves security threats so that customers feel safe and protected. The company develops, promotes, sells and delivers those services in collaboration with independent partners, suppliers and consultancy agencies.

Santander upholds a unique position in international banking, with a sound recurrent commercial business foundation and a high degree of geographic diversification to guarantee future business. It is one of the world's foremost banks in terms of market capitalisation.

BRE Bank ranks among Poland's leading investment banks and is one of the top providers of comprehensive corporate banking services. mBank and MultiBank are BRE Bank brands for its fast-growing retail banking divisions. mBank, the first "pure" internet bank in Poland, has become the leader in internet-based retail banking in Poland. MultiBank, established in the autumn of 2001, puts together internet-based banking and a network of specialized financial services bureaus. Multibank and mBank have recently extended their Altitude uCI solution in order to handle the fast-paced growth of their joint contact centre in Poland. Both banks share the same Altitudeenabled contact centre facilities, located in Lódz, Poland.

CooperVision is one of the world's leading and fastest growing manufacturers of contact lenses, currently the third largest manufacturer in the United States and worldwide. From its network of facilities in 12 countries across five continents, and with the help of its practitioner partners, CooperVision markets a broad range of contact lenses throughout the world. CooperVision Spain recently became a pioneer among the company's global subsidiaries, in the adoption of systems for making spoken communication possible between people and computers. Altitude Software and Loquendo, a leading provider of speech technology worldwide, implemented a Self Service solution at the Coopervision Spainish Contact Center.

FIKO is a Kristiansand, Norway based Application Service Provider, growing fast in the Nordic region, while providing companies with hosted contact centre services, within a portfolio of ASP solutions. It has recently adopted the Altitude uCI suite with the Altitude vBox to deliver reliable, cost-effective, fully functional call centre services. FIKO prospect Norwegian Contact Centre Outsourcer MAXMarketing needed to establish 70 agents in distributed locations around Norway. As MAX Marketing was in a startup phase, obtaining the capital investment to establish a conventional IP telephony infrastructure was a big problem to their business plan.

The A.P. Moller - Maersk Group is a worldwide organisation with more than 110,000 employees and offices in over 125 countries – with global headquarters in Copenhagen, Denmark. In addition to owning one of the world's largest shipping companies, they are also involved in a wide range of activities within the energy, shipbuilding, retail and manufacturing industries.

NSB AS is one of Norway's most important transport companies, with traditions going back to the opening of the first railway in Norway in 1854. Operating since 1854, NSB Rail way Norway is the most prominent railway in Norway. NSB primarily services passenger traffic with local, intercity and long distance rail routes. For most of it s existence, NSB AS is owned by the Norwegian Ministry of Transport and Communications. The NSB Group's main activities comprise passenger traffic on trains and buses and freight traffic on railways. The Group consists of a number of wholly owned and partly owned subsidiaries.

Spanish Red Cross main activities are social care, health services, international co-operation and emergency response. Its regional and provincial offices have open, participative structures and an organisation culture that emphasises the value of volunteering. To meet this challenge, Altitude Software deployed Altitude uCI 7, supported by a ""pure IP"" communication infrastructure, integrated with PABX´s from two different vendors and using IP phones. The new Red Cross contact centre is a multichannel solution already, with inbound and outbound voice, fax and email, but is scheduled to integrate chat and Web collaboration, adding to a complete multichannel solution totally integrated with existing corporate applications. In the future, the Red Cross will extend the Contact Centre to remote agents to promote the participation of home based volunteers and handicapped people.

		Ventrica, with over 25 years of combined industry experience in the outsourcing contact centre sector, provides intelligent multi-channel solutions to help companies build stronger customer relationships. Achieving business growth of over 200% in 2010, amidst tough economic conditions, the 134 seated outsourced customer contact centre offers innovative, niche prospect & customer contact ideas for global blue chip companies. Continuing its success into 2011, Ventrica recently launched Ventrica Mobile as part of its overall business offering, proposing better business rates for business owners who are still running mobiles through consumer tariffs.