Identify your customers and the reason why they are getting in touch with your business. Be where they are and make it easy for them to reach you whether it is by voice, email, chat, WhatsApp, social media, or others regardless of time or location.
Customers are the reason why businesses exist. Competition is fierce and to differentiate from and outshine competitors is by providing the best customer service and go the extra mile to exceed customer expectations.
Exceeding customer expectations starts with knowing who your customer is as soon as they contact you. Altitude Xperience identifies your customer and their intent. Why is your customer reaching out to you? Gather as much intel as possible to know every detail about each of your customers – or prospects! – to address their specific needs and personalize interactions. Altitude Router takes every interaction through a consistent customer journey, highly improving the customer experience with your business.
Engage with your customers where they are, offer a consistent and seamless customer experience regardless of channel and business query. Know your customers and the relationship they have with your business in a complete way and keep interaction context regardless of the channels used in the same interaction. To achieve these objectives, you require a truly integrated omnichannel approach to the customer experience strategy.
Unified interaction distribution through intelligent routing
Deliver seamless and personalized experiences to your customers with Altitude intelligent routing system. With intelligent routing, all contact center activities, such as inbound and outbound calls, emails, instant messages, and workflow tasks are unified in a universal queue and defined routing rules are applied to deliver the activities to the best suited agent, human or automated.
End-to-end personalized journeys
Allow customers to interact with you through their preferred channel at each moment, regardless of who initiates the contact or which channel was used in the first touch. Altitude Xperience unifies all voice and digital channels and combines the context from different interactions to enrich and personalize the experience in real time. Interactions can also trigger a workflow process, thus completely automating and integrating business processes from the beginning to the end while ensuring consistent branding and level of service and increasing customer loyalty.
Altitude Scripting Language allows a single development environment for all channels. Altitude Xperience solutions include simple and useful templates that can be used throughout different sites of the organization to design unified assisted-service, self-service and routing through a single language and editor.
Real-time 360º view of the customer across departments
Meet and exceed your customers’ expectations and convert your contact center agents into real heroes by consolidating all the relevant information about your customers into one comprehensive view. Altitude Social Media module allows you to listen to social communities and filter interactions according to their relevance in real time. Altitude Agent Desktopintegrates this information is with your CRM, and all the historical data from any previous interactions made in any channel – voice, email, chat, messaging, social media and video – to give a real-time 360º view of the customer in a single application.
Custom reporting and analytics for a complete insight into the customers’ journey
The data from Altitude Enterprise Recording together with the recordings of other interaction channels, such as email, chat, text messaging, mobile apps, social media and video give managers an omnichannel view of all interactions between agents and customers. By turning vast amounts of structured and unstructured data into actionable intelligence, Altitude Enterprise Recording allows to gain valuable insight into the customer journey.
Optimize use of resources to increase productivity
Altitude Xperience delivers a truly blended contact center solution, resulting in significant improvement in productivity. The Altitude Xperience blending solution operates seamlessly, allowing agents to switch between inbound or outbound activities, to meet the demands of the campaign queue. One application for all media types, which assembles the look and feel of social media sites, like Facebook and Twitter.
It is complemented with powerful Voice Portal and IVR system that brings easy self-service options to customers, increases first contact resolution rates and improves agent productivity and reduces costs of customer support.
Altitude Voice manages all incoming and outgoing calls, handled by human agents, bots or both, independently or in a blended environment, resulting in significant productivity improvements. This blended capability operates seamlessly, allowing agents to switch between inbound and outbound calls quickly and easily.
Allows the customization of routing strategies to adapt to traffic, operational, or business needs based on the following. An IVR may help call routing by gathering additional information from the customer and previous experience or placing outbound calls for confirmation or survey purposes. IVR also addresses peak inbound call volumes, as it provides customers with the option of being called back. Additionally, transferring calls to an IVR is also a good way to implement security checks, such as PIN input and confirmation.
Ensures that all relevant information follows a customer throughout the entire call life cycle, including popping a screen to the agent and transferring or conferencing the call to another agent or supervisor. Calls may be recorded for quality, security or training purposes.
Altitude Email delivers an excellent service for email by using features such as message filtering, intelligent routing, and unified queue. Emails are delivered to agents automatically or by request, according to contact center policies, such as intelligent routing or priorities.
Altitude Agent Desktop gives agents access the complete record of the customer, previous interactions, data from other enterprise applications, and an integrated knowledge base that allows agents to quickly and easily respond to customer inquiries using pre-defined email templates. Placeholders and fill in the blanks automatically display customer data, such as name, that agents can use to improve performance, efficiency, and customer service. Email authoring (plain text and HTML) and email templates are also supported.
Altitude Social Media blends information received from social platforms, creates new interactions in a unified queue and routes according to the defined policies delivering the interaction to the most appropriate resources. Altitude Xperience combines the social media channels management with a workflow that integrates all interactions with a knowledge base to make sure standard and edited replies and posts are given to customers.
Such as Facebook posts or tweets, using intuitive Altitude Agent Desktop where they get a screen pop with available data, and a GUI similar to the one on Facebook or Twitter. If the interaction is matched with a customer, then the built-in customer history is available to the agent. If the interaction does not match a customer but matches an existing Facebook or twitter id, then the previous interactions will also show up on the customer history. Agents use Altitude Knowledge Base to get pre-defined answers to social media posts.
Altitude Connector for WhatsApp is an omnichannel solution that connects your business with your customers. Manage all interactions in one single platform, keep interaction context, automate answers, and combine human assistance with chat bots. Blend WhatsApp messages in a unified queue with all other contact center interactions and deliver to the most appropriate resource at the right time.
AI and Machine Learning
Use AI and Machine Learning to train the chat bot to handle inquiries, order receipts, billing notifications, and others. Support several message formats, such as videos, voice and chat to improve customer engagement. Altitude Connector for WhatsApp enables you to empower agents, reply fast, engage successfully.
Altitude Conversational Assistant allows your customers to reach you on digital channels at any time and from anywhere. Engage with customers in self or assisted chat or a mix of both to provide the best customer experience. Engage with your customers on chat, combine assisted agent chat with chat or voice bots to automate tasks and improve efficiency while enabling a seamless transition between channels for the same interaction if necessary.
Enable enriching conversations between agents and customers by supporting features, such as file transference or assisted typing. Allow you customers to send voice files and convert them into text for the agent to read. Multiple chat sessions improve agent performance, business efficiency and customer service.
Provide agents with customer data from past interactions and chat history if the interaction has been transferred. An HTTPS connection ensures that all data exchanged during the chat is encrypted protecting the customer and complying with the tightest legislation regulations.
Altitude Xperience completely integrates all channels, giving an omnichannel view of each customer, unifying the service levels and business KPIs, productivity reports, and quickly identifying issues like failed service levels.