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 Desktop integrates 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 Agent Desktop empowers contact center agents to handle all interactions, regardless of channel, to provide a consistent, quick, and efficient customer service, highly improving customer experience and first contact resolution (FCR) rates and reducing operational costs.
A simple user-friendly interface integrates all applications, internal and external, into a single user interface, reducing training time and improving agent productivity. A pop-up script displays all information necessary to a successfulcustomer journey as it easily easily guides agents through the interaction with the customer. It empowers agents and enables proactivity, as agents can pick up a pending interaction, such as an email or workflow task, or to schedule a new one, such as a power or preview dialing call.
An integrated Knowledge Base ensures that agents provide accurate and consistent information to customers. It contains articles with information sent frequently to customers, usually the answer to a question, email templates, and quick text articles for agents to quickly add to chat or WhatsApp interactions.
Altitude Agent Desktop can run at the contact center, at the agent home, or at the point of sale, giving agents real time access to necessary business data and a full customer interaction history. The critical information is available for all interactions every time the customer reaches with the company.
Increase your brand image and allow customers to help themselves finding information, requesting products and services or resolving issues on their own. And this is even the preferred way for millennials, who prefer finding things they need on their own.
Altitude Voice Portal makes your business available 24X7 at the touch of a button to give your customers the best service. For example, save the customer's place in the queue and trigger a call back when the customer reaches its turn in the queue to avoid the customer from waiting for too long. Seamlessly blends self-service with assisted-service guaranteeing the most unified, consistent, and accurate experience, regardless of where the interaction started or the paths it has been through.
Bots are automated agents that interact with your customers 24x7. Altitude Conversational Assistant supports an omnichannel approach to each customer and interaction by enabling the collaboration between bots and human agents. It automates the omnichannel view of the
customer's journey unifying the customer interactions regardless of how or where they started.
Customers can start the interaction in self-service, communicate with a voice or chat bot, switch to human agent at theirs or the bot's request, and then finish the interaction with either the bot or the human agent. Altitude Conversational Assistant keeps interaction context not losing any information gathered up until the transference time or in between the cycle that the interaction went through.
Voice bots have ASR and TTS that drives the conversation with the customer for needs as diverse as right party contacts, debt collection, auditing and others. Chat bots improve customer engagement for several applications, such as sales or customer service.
Altitude Voice Portal enables customer self-service, helps to optimize service levels, and reduces average call resolutions time. Altitude Voice Portal seamlessly transfers inbound and outbound calls from self-care to assisted service. The full context of the call is also transferred with the call, providing the human agent with the necessary information to provide the best experience to the customer.
Altitude Voice Portal leverages information obtained from self-service, ensuring quick and appropriate routing based on customized business rules. The unified routing capability of Altitude Xperience enables the application of intelligent and skills-based routing rules to inbound and outbound calls. All interaction routing actions are available for Voice Portal scripts.
Improve inbound operations
For inbound, the IVR can be used for example, to keep customers from waiting in the queue. Altitude Voice Portal answers the call and gets valuable information, such as finding the most appropriate agent to handle this customer, greatly improving customer satisfaction. Altitude Voice Portal allows proactive contacts.
Deploy new campaigns very quickly and call your customers proactively by replacing human agents with an IVR for specific situations. For example, after a power outage, the power supply company records a message and calls its customers to inform about the expected time to solve the problem or runs a survey to ask customers about their satisfaction with the service.
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.
RPA (Robotic Process Automation) automates repetitive, mechanical tasks, through a workflow that can be changed at any time, to add or edit processes and tasks to excel at customer journey and turn business processes more efficient.
Provides a digital and intelligent workforce that can perform the same work as a human agent but improving it by eliminating errors, reducing execution time, and increasing process efficiency. Free human agents from boring, repetitive tasks, reduce costs with human resources, and improve customer service efficiency. RPA also allows for a quick business scalability as there is no need to hire or train agents. Train the bot once and replicate for as many times as needed. No learning curve or training time required.
Altitude Xperience gathers customer information from several sources into a single,
omnichannel view to identify the best automation opportunities and improve processes.
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3rd party integrations
3rd party integrations
Altitude Xperience is an open, standard-based suite, which enables tight integration with a variety of applications that are in the eco-system of contact centers, bringing added value, to customers and companies, in all steps of the customer journey.
Best customer experience
Successful management of customer experiences requires a tight integration of a set of strategic applications. The integration of unified communications software together with other business applications, such as the ones below is a crucial asset for a consistent customer journey:
- Customer Relationship Management
- Workforce optimization (WFO)
- Voice automation (speech recognition and text-to-speech)
- Security and Compliance
- Vertical or custom business applications
- Databases and several other 3rd party software solutions
Altitude Xperience is a modular solution that adapts to your business needs and leverages existing infrastructure to save costs and reduce time to market. Our out-of-the box integration with other systems and applications, such as the CRM software, are certified by many of the leading providers and will give you a fast contact center implementation and powerful end-to-end solutions for customer engagement.
Power your contact center with other systems and applications and still achieve a unified customer engagement solution. Allow your agents to work on the application that they are used to while benefiting from all features of Altitude Agent Desktop. Keep interaction context, access important customer data, such as the history with your business, to better understand your customers, anticipate their needs, and build the most awesome customer journey.
We value your business and strive to improve it with you. Your success is our success. That is why we created Altitude Xperience Hub, a one stop shop for your contact center integrations. Altitude Xperience Hub an applications marketplace for our customers and partners. In it you can find solutions for customer services, integrations, modules and services to meet the unique requirements of every organization, in terms of technology or business needs.
See Altitude Xperience Hub