Altitude Software to Help Contact Centers Close More Deals in Uncertain Times
Altitude uCI 7.5 new features enable contact centers to excel on service and to maximize campaign yields
Showcasing next-generation solutions at biggest ever call centre show in Middle East
Altitude Software, a global leader in contact center solutions, today announced an update of its Altitude uCI 7.5 customer interaction solution suite, introducing new features designed to improve customer centers’ capability to achieve higher first call resolution rates and to optimize campaigns.
Such features will be introduced to the Middle East market at the annual Middle East Call Centre (MECC ’09) show, slated to be held on February 3-5, 2009 at the Dubai International Convention & Exhibition Centre.
”Today, every contact center’s quest is to excel on service despite tighter budgets and to maximize campaign yields despite fewer prospects,” said Riadh Boukhris, Altitude Software Middle East & North Africa President. ”Altitude uCI 7.5 helps to achieve such critical business goals. The solution’s architecture has a single language and editor to manage all media interactions across all channels which enables our customers to get faster deployment and changes. This unique feature in the contact centre industry is one of the main reasons of our continued success in MENA”
In a recent report*, leading analyst Datamonitor has outlined ongoing changes in companies’ contact center strategies, such as growing investment in tools that help improve customer retention; A growing demand for better user interfaces and easier access to customer information along with CRM solutions. In fact, integration in the contact center has become paramount moving forward.
“Every customer and every cent counts when you are facing fast worsening economic conditions. The new features improve on our industry leading unified agent desktop, deliver superior integration with more business applications and all significant communications infrastructures, and provide contact centers with state of the art business campaign management and reporting tools”. stated Gastão Taveira, Altitude Software’s CEO. “The Altitude uCI 7.5 solution is delivering more value than ever to companies facing tough new challenges, enabling contact centers to go the extra mile to keep every customer and to chase every cent.”
The Altitude uCI 7.5 has now been updated with new features that include an enhanced agent desktop, able to achieve higher first call resolution rates through the use of a built-in knowledge base function and simpler routing management. A new business routing function provides a user-friendly interface for operational users to manage the multimedia routing visually, while providing contact center operations with enhanced intelligent routing.
Also, the Altitude Voice Portal 7.5 enables intelligent self service, for both inbound and outbound, leveraging speech recognition and text to speech capabilities, in addition to its established VoiceXML support.
The new campaign optimization features now available in the Altitude uCI 7.5 solution help contact centers become more competitive and effective in customer acquisition and retention. These features provide for efficient compliance and effective proactive customer care. New strategic campaign management and reporting modules effectively improve contact center operations and boost success rates in outbound campaigns.
The Altitude uCI 7.5 builds on a solution suite architecture unique to the industry with a single language and editor to manage all media interactions across all channels, to create voice menus, routing and recording rules, agent screens, outbound scripts, etc.
Leading BPO service provider Transcom delivers cost-effective solutions while optimizing efficiency and quality for customers
Transcom Worldwide is a leading global BPO service provider, delivering cost-effective solutions while optimizing efficiency and quality for their clients. Transcom’s global footprint is one of the largest in the industry, with 75 sites in 29 countries worldwide. Over 20,000 professionals serve over 120 major clients.
Transcom Worldwide uses the Altitude uAgent solution for inbound, outbound, and back office applications. The Altitude Scripting Language allows Transcom to easily manage workflows, pull customer information from enterprise data bases, create reusable campaigns, and react quickly to business changes.
Another very important benefit to Transcom Worldwide is the underlying software that unifies and processes all contact channels. Chief Technology Officer (CTO) Alan Giles gives an example of the solution’s flexibility: “One of the big advantages of the solution is that we can route calls to agents that have multiple skills.” Multi-skill routing allows even greater precision in by directing communications to agents best qualified to handle different media and in the appropriate language. With callers speaking more than 33 different languages, skills-based routing is extremely important. Moreover, the multi-channel capability helps in other important ways. Agents can view the contact history to see all previous communications with the contact center, including email, voice, chat and fax.
Overall, Transcom Worldwide has found the Altitude Software solution highly effective in improving agent productivity and increasing customer satisfaction. Transcom looked at other solutions before selecting Altitude Software but none had the level of functional sophistication and open architecture required by a large high-traffic outsourcer.
* “CRM in the Contact Center and the Emergence of the Unified Agent Desktop (Strategic Focus); Datamonitor; September 2008”
