Distribute

Distribute inbound and outbound interactions the most appropriate agent at the most appropriate time.
Enrich the customer´s experience, boost productivity, and improve (First Contact Resolution) rates.
Benefit from powerful auto dialer capabilities to achieve the best dialing results by reaching the highest number of contacts in the shortest time frame.

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Scripting Studio
Workflow
Unified Queue
Routing
Dialing
Call classifier
Contact List Management
Scripting Studio

Scripting Studio

Altitude Scripting Studio is Altitude's own script developing environment. It is a user friendly, graphical script application enables non-technical users quickly define new scripts or edit existing scripts, from the simplest to the most complex, on the fly, in just a few clicks. Script design and editing requires the user to only drag and drop the graphical elements to add elements.

New users can take advantage of pull-down menus, on-screen buttons, pop-up windows, inheritance mechanisms, and fill-in-the-blank parameters. Advanced users can leverage functionality, such as modules, built-in controls, subroutines, functions, event handling and sophisticated data structures.

Altitude Scripting Studio has templates and modules greatly reduce the time and complexity to develop scripts. Configure templates and modules once and reused them as many times as necessary. One development environment for agent, IVR, routing, bot, and workflow scripts. It guarantees a unified flow that improves customer experience, agent productivity, and contact center performance.

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Workflow

Workflow

Altitude Workflow completely automates and integrates business processes from end-to-end to increase efficiency and minimize errors. Extend the contact center policies to your company by joining all departments and unifying the front office and the back-office. Linking different processes and bridging the gap between departments, resources, databases, and so on gives your company a single view and platform of the business-related issues. It aggregates all applications and databases of the company and provides a unique interface to the agent, guaranteeing the correct exchange of information between human agents, virtual agents, and customers.

Altitude Workflow unifies and automates every step of the process, from definition to execution. This allows to easily view all the tasks of a process, see where the process got stuck, and who is responsible for solving the problem that stopped it.

A simple, intuitive process design

Altitude Scripting Studio allows the creation of workflow processes to coordinate people, tasks, and services. Changes to processes and tasks are one click away, can be made on the fly and have with no significant effort in terms of time or technical skills.

Tasks can be configured for automatic or manual delivery. In automatic delivery Altitude Xperience automatically delivers tasks to agents taking into consideration several attributes, such as priorities or skills. In manual delivery agents select the task from a list on the Altitude Agent Desktop as required. Altitude Xperience generates alarms if the tasks are not delivered or if the agents have not picked up the task within the defined time. Alarms ensure that task delivery runs as smoothly as possible and no tasks are left behind.

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Unified Queue

Unified Queue

All contact center interactions, regardless of origin (inbound or outbound) or channel (calls, emails, tweets, Facebook or WhatsApp messages) are placed in a single unified queue. Then, it checks for parameters, such as priorities and required skills, to ensure that each interaction is handled at the right time by the most appropriate resource.

For example, inbound calls have a higher priority than outbound calls, to prevent customers from waiting in the queue. Customers can also be differentiated. If a customer calling is VIP, that customer will be placed ahead of others in the queue.

Altitude Xperience unified queue

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Routing

Routing

Altitude Router allows the definition of flexible and efficient routing strategies that are most appropriate for ensuring a successful customer journey. For example, configure the routing script to deliver interactions to the agent that has a skill profile that matches the interaction, the agent that last handled an interaction with the customer, the agent that has been idle for the longest time, and others.

Segment and prioritize the distribution of interactions according to business needs and service level requirements to improve the contact center performance.
Routing scripts enable the implementation of the most appropriate routing strategy to meet dynamic needs.

Routing scripts

  • Increase FCR
    (First Contact Resolution)
  • Boost agent
    productivity
  • Reduce interaction
    handling time


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Dialing

Dialing

Altitude Dialer increases agent productivity and maximizes revenue opportunities while ensuring compliance with outbound regulations and managing information security. It automates call dialing by selecting dialing modes according to the needs and tactics of the campaign to improve agent productivity and increase contact rates and business results.

Altitude Dialer supports

  • Preview dialing

    Enables agents to first view the available information about the customer and decide when to place the call. For example, preview dialing is useful in debt collection campaigns to allow agents to view information about the customer and define a strategy before starting to talk to the customer.

  • Power dialing

    Places calls only when an agent is available to handle the call. Altitude Xperience considers priority and agent skills before automatically distributing the calls. This enables agents to personalize the interaction ad make customers feel valued.

  • Predictive dialing

    Altitude Predictive Dialer’s powerful algorithm, the best in the industry, calls the largest number of customers in the shortest period of time, while abiding by compliance regulations. It achieves an average agent productivity of 50 minutes per hour and nuisance ratios of three percent or less.

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Call classifier

Call classifier

Altitude Dialer achieves the highest predictive dialing performance by classifying calls that were not connected to agents, also called unsuccessful calls. Call classification is usually provided by the telephony switch; however, switch call classification is very limited. The switch typically classifies calls with the outcomes busy or no answer.

Accurately classify unsuccessful calls, such as voicemail, as busy, no answer, answering machine, fax, invalid, rejected, and so on. Calls that are not answered by human contacts are not transferred to an agent, helping to maintain high productivity levels.

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Contact List Management

Contact List Management

Contact list accuracy is one of the main factors that contribute to the success of the campaign. If the contact list is not perfect, Altitude Xperience has mechanisms that help to improve call tries to contacts and achieve better results with less tries. For example, if calls to the contact repeatedly have the outcome No answer, Altitude Dialer can reschedule the call to a later day and time.

Campaigns can have multiple contact lists to enable the campaign to segment contacts based on business data. Altitude Strategy Center segments contact lists by business attributes and controls each segment using day types, time intervals, KPIs and others to ensure a higher business success.

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