Altitude uCI 7.5 new features enable contact centers to excel on service and maximize campaign yields
Leading global BPO service provider Transcom delivers cost-effective solutions while optimizing efficiency and quality for customers
Lisbon, Portugal, January 28th; 2009 – Altitude Software, a global leader in contact center solutions, today announced an update of its Altitude uCI 7.5 customer interaction solution suite with new features that improve contact centers’ capability to achieve higher first call resolution rates and to optimize campaigns.
“Every customer and every cent counts when you are facing fast worsening economic conditions. The new features of Altitude uCI 7.5 are another step in delivering more value than ever to companies facing tough new challenges and enabling contact centers to go the extra mile to keep every customer and to chase every cent”. stated Gastão Taveira, Altitude Software’s CEO. “Altitude uCI 7.5 newest features improve 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.”
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.
The new features of Altitude uCI 7.5 include an enhanced agent desktop and built-in knowledge base to enable the achievement of higher first call resolution rates, 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.
Altitude Voice Portal 7.5 enables intelligent self-service, for both inbound and outbound, by 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 to become more competitive and effective in customer acquisition and retention. These features provide efficient compliance and effective proactive customer care. New strategic campaign management and reporting modules effectively improve contact center operations and boost success rates for outbound campaigns.
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 and 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 its clients. Transcom’s global footprint is one of the largest in the industry, with 75 sites in 29 countries worldwide and over 20,000 professionals that serve more than 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 databases, 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.” Multiskill routing allows a greater precision in delivering interactions to the best qualified agents. Multiskill routing is crucial when callers speak more than 33 different languages and the contact center supports a variety of interaction channels. Moreover, the multichannel support is also very important because it allows agents to view the contact history regardless of the channel used by the contact to communicate with the contact center.
Transcom Worldwide has found the Altitude Software solution highly effective in improving agent productivity and increasing customer satisfaction. Transcom analyzed other solutions before selecting Altitude Software but none had the level of functional sophistication and open architecture required by such a large high-traffic outsourcer.
* “CRM in the Contact Center and the Emergence of the Unified Agent Desktop (Strategic Focus); Datamonitor; September 2008”
End
About Altitude Software
Altitude Software is a leading independent contact centre vendor with the Altitude Unified Customer Interaction™ (Altitude uCI) product line. Altitude uCI manages and improves customer relationships for each new interaction in a wide range of contact centres, from SMEs to large multisite organizations. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact centre. Since Altitude uCI was engineered to integrate easily with enterprise front office and back-office systems, Altitude uCI delivers significant cost benefits, revenue benefits, and intangible benefits with a limited upfront investment. Altitude uCI not only allows users to achieve return on investment in a limited time frame, but also provides a successful solution to their customer interaction and organizational efficiency strategies. Altitude Software serves around 800 customers of all sizes (with more than 200.000 licenses) in about 60 countries worldwide, both directly and through a wide network of partners. Altitude Software has 18 Offices in four continents. Please visit us at www.altitude.com.
For more information:
Altitude Software
Carlos Taveira
Marketing Communications
Phone: +351 214 129 800;
Email: [email protected]
