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Altitude Xperience: Complete Contact Center Software Solution

The Altitude Xperience suite is a complete, modular contact center software solution that provides all the functionality required to provide customers with the best experience.

The modularity of the contact center software solution allows contact centers to grow according to business needs, avoiding significant upfront investments. Whether you use all the modules, just part of the solution, use it for 10 or 100 agents Altitude Xperience, our modular contact center software gives you the ability to engage with your customers and provide them with outstanding service. At the end of the day, that´s what really differentiates your company from its competitors.

  • Agent Desktop

    Altitude Agent Desktop contact center software provides contact center agents with a single, unified view of each customer in one single application. It supports all communication channels available to customers and enables agents to provide quick, correct and consistent answers regardless of the channel.
    Agents have quick access to all customer and business information, such as contact profiles, interaction history, or performance statistics. As part of the agent desktop contact center software the agent motivator feature empowers agents by displaying in real time, individual, team, and campaign performance information, showing them at all times whether the objectives are being met.

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  • Unified Dialer


    Altitude Dialer contact center software automates and adds intelligence to the dialing process. It leverages customer information to determine the best time and phone type to successfully call a contact, taking into consideration the available human resources and compliance with legislation.
    Altitude’s powerful predictive dialing algorithm maximizes agent talk time and increases the right party contacts. The dialer leverages the Altitude contact center software suite´s omnichannel capabilities for a customer centric view, allowing a more efficient debt recovery.

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  • Management Portal

    Management Portal

    Altitude Management Portal is a web-based application to manage and monitor multimedia contact center operations, performance, and the outcome of activities in real time. It is a complete, customizable contact center software tool that adapts to the different contact center user profiles.
    The application provides contact center management information that includes overall system configuration and campaign/service configuration parameters, such as dial rules or agent skills. It displays online monitoring information for out of the box or user defined indicators, such as SLAs or KPIs about campaign revenue, in real time and historically. Management Portal also generates reports from built-in and custom templates, offering contact center management valuable insights on how to improve performance.

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  • Mobility


    Altitude Mobility supports mobile devices for any kind of business. Altitude´s contact center software easily integrates information and requests coming from mobile apps into the contact center. Interactions from mobile apps are placed in a unified queue and distributed to agents according to priorities and other defined rules.
    Contact center management and agents can also benefit from the Altitude Mobility contact center software. Agents can, for example, use a mobile app to perform external interactions with customers while management can use a tablet or smartphone to control contact center activities from anywhere, allowing supervisors and team leaders to spend more time helping agents, instead of sitting in front of the PC.

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  • Multimedia


    Altitude Multimedia contact center software offers a variety of channels, reaching from the traditional phone, to self-service apps and IVR up to social media and blogging. Altitude Xperience, our contact center software, places all interactions, regardless of the channel, in one unified queue and then distributes them according to predefined rules and priorities to the best suited resource.

    Interactions can also trigger a workflow process, thus completely automating and integrating business processes from the beginning to the end. Agents handle all types of interactions in Altitude Desktop application.

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  • Recorder


    Altitude Recorder contact center software enables contact centers to record calls for multiple reasons, such as checking regulatory compliance, monitoring employee performance and ensuring customer satisfaction. Supervisors can use filters to quickly search for a specific recording and use it, for example, as a training tool for new agents to show best practices.

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  • Altitude Enterprise Recording

    Enterprise Recording

    Altitude Enterprise Recording is a high-class multimedia recording tool for contact centers. It records the voice and the screens of agents and saves it together with the associated metadata. 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. The recorder measures different key performance indicators and business processes and allows to grade agents and generate comprehensive reports.

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  • Router

    Altitude Unified Router is a multimedia, software-based intelligent routing system that is part of the Altitude contact center software and allows contact center management to improve service. It gathers all contact center activities, such as inbound and outbound calls, emails, instant messages, and workflow tasks in a unified queue and applies defined routing rules to deliver the activities to the best suited agent. For example, routes activities according to the priority or associated agent.

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  • Social Media

    Social Media

    Altitude Social Media contact center software allows companies to make social media part of their customer service strategy.  It seamlessly integrates in Altitude Xperience and leverages customer service discipline, rules, metrics and resources. Altitude Xperience can add any social media platform to the other channels, allowing a unified management and a complete customer history. Altitude Unified Router contact center software distributes the interactions to the best suited resources, and agents get a pop-up message and can handle the interaction like any other type of media.

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  • Scripting Studio

    Altitude Scripting Studio contact center software is a unique and single development application to build agent, IVR, routing, and workflow scripts. It has a visual and a graphical mode that enables both inexperienced and advanced programmers to build a script. The modular programming feature allows a script to be reused between several types of campaigns. Scripts pop up automatically at the agent desktop and provide a screen flow that guides agents through the interaction, regardless of the media channel.

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  • Strategy Manager

    Strategy Center

    Altitude Strategy Center contact center software enables an automated dialing process that improves business results by choosing the right contacts to dial at the right time and aligns the dialing process with business goals. Strategy Center allows contact center management to divide contact lists into segments using parameters of the contact profile and then controls the dialing process of each segment using several attributes, such as KPIs, agent skills, or priorities.

    Contact center management can configure specific KPIs for the objective of the segment. When the value has been reached, the Altitude Strategy Center contact center software automatically stops dialing that segment and starts a new one, optimizing the dialing results.

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  • Altitude Visual Configuration & Supervision

    Visual Configuration & Supervision

    Altitude Visual & Configuration Supervision provides your contact center with visual routing of multimedia interactions. Its easy to use, graphical interface allows contact center operations to make changes to the campaign’s routing strategy in real time. Contact center operations use customer profiles to customize the routing experience and ensure that the customer is always paired with the most appropriate agent at the most appropriate time.

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  • Visual IP

    Visual IP (Interaction Processing)

    Altitude Visual IP empowers your contact center operations to visually change the flow of the script, in real time, to meet the dynamic changes of any business. A very simple GUI and script editor enables operational people to configure IVR scripts and database queries. Scripts are dynamic and change according to the customer´s need and profile, taking the interaction into different paths according to the inputs of the customer.

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  • Voice Portal

    Voice Portal

    Altitude Voice Portal contact center software delivers a superior self-service 24x7. It allows speech-enabled and touch-tone access to business applications, such as self-service customer care and outbound notification, improving customer experience and contact center performance. Customers can easily switch from self to assisted service to talk to an agent, start a chat session, or request a call back at any time.
    Altitude’s visual IVR allows customers to quickly make their options by navigating through a simple, intuitive IVR interface from a tablet or a smart phone, anywhere at any time, making it a very convenient and time saving option.

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  • Workflow

    Altitude Workflow contact center software grants the contact center access to the workflows of the entire organization and guarantees that tasks delivered to agents have consistent information about the whole process. Similarly, it also enables contact center management to view all the tasks of a process, see where the process got stuck and pin point responsibilities for stopped tasks. Contact center management can monitor, in real time and historically, workflow tasks just like any other activity. They can define alarms to avoid problems and generate reports to further analyze performance.

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