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Altitude and Comways Announce AI-Powered Case Management for Omnichannel Customer Engagement

Published on Oct 12, 2017 at 11:18 am in News

Altitude Customer Engagement Suite and Comways Case Manager Integrate Chatbots and Voicebots to Enhance Customer Experience and Contact Center Performance

Brussels, Belgium, October 12th, 2017 – Altitude, a global provider of omnichannel solutions to deliver great customer experiences, and Comways, a provider of advanced integrated solutions for contact centers, today announced the integration of chatbots and voicebots on a powerful case management solution fully integrated with Altitude’s omnichannel customer interaction solutions.

The Case Manager solution delivers automated and customized end to end customer engagement workflows. It allows customer service to create, classify and manage cases and activities identified by customer, across channels. Already adopted by leading organizations across Europe, the Case Manager solution by Comways is now available with new Artificial Intelligence features, in a bundled offering with Altitude, that enhances customer experience and contact center performance.
The Case Manager solution allows:

Improved Self-Service: Optimal synergy between chat/voice bots and humans, to maximize customer experience and optimize organization’s costs.

360º view: Front and Back Office users are provided with an overall view of all case details for any customers’ lifecycle/history.

Case Entity: All conversations and activities are associated to a specific customer engagement and are managed/tracked as unique cases.

Languages: Support of any Latin alphabet language based on user preference; already available in English, French and Dutch.

“The Case Manager helps organizations deliver personalized and engaging customer experience with smart technology and easy integration and customization” states David Azoulay, Comways Managing Partner. “Together with Altitude proven solutions, it eliminates complexity and provides organizations with the flexibility to scale at a pace that delivers business results before making investments”.
Altitude and Comways have a long-standing partnership with a great track record improving the business performance of leading companies in Benelux and France – such as Sodexo, Intrum Justitia, Euroconsumers,SNCB, Securitas, Contentia, STIB and many others- through the implementation of customer engagement solutions that leverage Comways expertise to improve ROI and drive service excellence by implementing cost-effective solutions with attractive usage and TCO pricing.

This solution increases both customer’s and agent’s satisfaction”, states Eric Pénisson, Executive Vice President for Business Development, Channels and Alliances at Altitude. “The contact center is key to the delivery of a great customer service experience. Modern contact center, business automation, and case management technologies can help to make sure agents are equipped to respond in the manner customers demand”.

Altitude Xperience is a omnichannel customer engagement suite that includes a universal queue for all media types and a smart engine for routing based on skills, context and priorities. It offers agents a unified omnichannel access to all customer interactions and provides managers with a portal, accessible from anywhere, allowing real time monitoring of the contact center operation and the customer experience. In Northern Europe, Altitude has offices in France, United Kingdom, Sweden and Belgium and a strong partner network that touches practically every Central and Eastern European country.

To learn more about Comways Case Management Solution click here.

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