Altitude Software Launches Unified Desktop Solution, Delivers “The Contact Center Universal Remote”


Share on LinkedIn

Altitude Unified Desktop Integrates All Interactions and Applications, Provides Agents with Key Information in a User Friendly Single Screen

Leading Customer Service Providers Transcom and Optima Improve Agent Productivity and First Call Resolution Rates with Altitude Unified Desktop

Unified Desktops to Be Key in Higher First Call Resolution Rates, Agent Productivity and Operational Flexibility in a Downturn, Says Research

Chicago, IL, USA; 29 April 2009 – Altitude Software, the leading independent global contact center solutions vendor, is announcing today the general availability of its enhanced Altitude Unified Desktop solution, providing contact center agents with all the relevant media control and applications information in a user friendly environment and adding new tools to focus on first call resolution (FCR) rates and other customer satisfaction and business key metrics.

“Contact Center service reality too many times entails customers placed on hold for too long; Unproductive talk time; Difficulty having to navigate dozens of applications to answer a call and so on. We are helping our customers to overcome these daunting challenges. The Altitude Unified Desktop provides a sort of “Contact Center Universal Remote”, states Miguel Lopes, Product Management Vice President at Altitude Software. “Our technology delivers a framework that aggregates applications and interactions in a unified and easy-to-use desktop, with powerful tools using web services and browser-based applications. Thanks to our real time control of interactions, we can act on business decisions at the speed of light, and allow agents to focus on the essential: customer needs and service/ campaign goals.”

The Altitude Unified Desktop is a family of desktop solutions, which includes a web based agent desktop, a swift windows based desktop, a web services version via Altitude Integration Server and built-in Knowledge Base. This powerful solution enables higher first call resolution rates and smarter routing management, while it delivers unique value with its mandatory control of agent input during interactions, for further analysis in reports.

Altitude Unified Desktop directly controls various channels such as phone, e-mail, chat, and co-browsing, provides a customer interactions history view, critical customer data in real time depending on the context of interaction in the business workflow, and may even make suggestions regarding cross/up sell opportunities or address compliance in real time. The data rich communication makes it easy for agents to get the information they need in order to effectively manage all types of customer interactions.

Altitude Unified Desktop helps global industry leaders increase first call resolution rates and boost agent productivity

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. It has found the Altitude Software solution highly effective in improving agent productivity and increasing customer satisfaction.

Optima Communications International Inc., a Canadian contact center outsourcer specialized in customer relationship optimization, has experienced a strong increase in its First Contact Resolution rate, after deploying the Altitude Software solution at its two contact centers with 300 agent positions each. “The Altitude solution helped Optima achieve its FCR targets by intelligent call routing and providing contact history at the agent desktop. Moreover, as an outsourcer, we needed separate knowledge bases for each one of our major clients and the Altitude suite enabled us to do so. At the same time, it provided us with an innovative technology solution that increased our productivity and service levels”, explained Elizabeth Sedlacek, Business Development Director for Optima Communications.

According to industry research, unified desktops provide higher productivity

Enhanced agent desktops can help contact centers facing the economic downturn by improving first call resolution rates, agent productivity and operational flexibility, says the report “Agents Desktops: The Contact Center Universal Remote”, from independent analyst The PELORUS Group and sponsored by Altitude Software (download the report at

The report further states that unified desktops deliver what consumers want the most, that is, to communicate with the contact center at a time and channel of their choosing and get correct answers the first time. And for that,”unified desktops such as the Altitude uAgent from Altitude Software, intelligently route queries from all channels with equal alacrity. Interaction time is minimized and the end result is a significant increase in first contact resolution – a key driver of customer satisfaction,” states Dick Bucci, author and Senior Consultant for The PELORUS Group. “The payoff comes from reduced training time, higher throughput, improved agent retention, sharply reduced IT support costs, and faster response times to changing environments.”

According to the research, unified desktops benefit not only contact centers agents by providing higher productivity due to faster call handling, but also customers by enabling a higher first contact resolution rates and the IT department by simplifying system management task. These advantages are crucial for contact centers wishing to be competitive and retain customers in order to face the economic downturn presently affecting businesses.

For a better understanding of how Altitude Software has been helping contact centers deal with increasing demands, go to; watch a preview of a Gartner video case study and the Altitude Software webinar with Frost and Sullivan on First Call Resolution.

News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here