Altitude Integrates Chat with Xperience Proactive Contact Center Solution

Published on Jul 04, 2017 at 11:40 am in News

LiveChat integration enables more sales and better customer experience, namely for digital-first companies.

Lisbon, Portugal, 4 July 2017 – Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, is announcing today the integration of LiveChat with Altitude Xperience Proactive, a flexible contact center solution with features and service plans fit for customer-centric businesses aiming for growth.

Altitude Xperience Proactive out-of-the-box integration with LiveChat creates a powerful new channel in the contact center for companies to reach out and help customers. Recent research (1) shows chat and messaging growing from 6% in 2016 to 16% of contacts by 2019, with studies (2) showing that faster response and improved first contact resolution are perceived as key benefits of using chat.

In a sales scenario, chat can help answer questions to drive higher rates of purchase and engagement, increasing customer value. In a customer care scenario, chat leads to shorter contact resolution times, and improves the customer experience, influencing loyalty and retention.

Customers demand for live chat continues to grow“

The integration of a powerful chat tool in the contact center improves first contact resolution, removes complexity in the interaction and improves agent productivity” states Jesus Cuadrado, Chief Marketing Officer at Altitude. “In the context of ecommerce and digital-first companies, chat is a critical channel for its convenience and efficiency. Consumers value the availability of chat live support in online purchases and requests”.

The Altitude Xperience Proactive solution provides a software solution for companies that want to operate a contact center with next to no infrastructure, that is simple to set-up, easy to operate, secure and highly-scalable, with competitive and very flexible costs. Features include agent and supervisor web desktop; inbound and outbound voice with callback; outbound (predictive dialer) and inbound tools (routing); email; TCPA compliance and SSL encryption, etc.

Chat integration in the contact center increases sales and first contact resolution

The availability of chat integrated with Altitude Xperience provides companies with a real-time communication channel in the website that improves first contact resolution and enables sales. It can keep information of all individual customer interactions together and make them available to agents, that become more effective and productive.

Altitude Xperience Proactive out-of-the box integration with LiveChat is simple to configure, synchronizes visitor chat information and agent status, allows to view LiveChat information in the Altitude interface, provides powerful analytics and is easy to manage. LiveChat is a real-time, live-chat software tool with over 20.000 customers in 140 countries.

The Altitude Xperience Proactive advanced functionality, high scalability, setup simplicity and flexible subscription plans, enable accelerated business impact. Companies immediately benefit from using enterprise-class tools and features in a flexible, secure and scalable cloud environment.

Altitude Software direct presence through 12 offices in four continents and a strong partner network ensure that Altitude costumers leverage existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership. More than 1100 companies in 80 countries around the world use 300.000 licenses of Altitude uCI solution, a robust, modular software suite that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards.

Recent news

Sign up to get the most recent news on your inbox!

  • This field is for validation purposes and should be left unchanged.

Other insights

Dangers of not Having Call Recording in Utilities: Danger # 5 – Poor Liability Management 

Over the course of the last five posts (The 5 Dangers of Not Having Call Recording, Event Management, Unhappy Customers, Unproductive Agents, Misunderstanding the.

Read more

Dangers of not Having Call Recording in Utilities: Danger #4 – Misunderstanding the Customer Voice

Contact centers are continually tasked with goals, key performance indicators, and regulations. Management often uses grading and scoring of agent interactions with customers to guide best practices and standards. Sometimes the chosen KPIs for agents focus.

Read more

Dangers of not Having Call Recording in Utilities: Danger #3 – Unproductive Agents

Customer service agents in public utility companies are a crucial part of customer service experience. Agents’ ability to communicate and resolve customer issues is a core function of.

Read more

Dangers of not Having Call Recording in Utilities: Danger # 2 – Unhappy Customers

Contact Center agents in public utility facilities engage in diverse and multi-faceted responsibilities. Agents communicate not only with external.

Read more

Dangers of Not Having Call Recording in Utilities: Danger #1 – Event Management and Safety Tracking

  Events happen. Whether inclement weather, sudden surges caused by widespread use of AC during a heat wave, or.

Read more

Five Dangers of Not Having Call Recording in Public Utilities

As Utilities make strides in improving their operations and the customer experience, the need for tracking and recording all interactions is increasing.  Keeping.

Read more

  • How would you rate your experience on our website?
  • This field is for validation purposes and should be left unchanged.