Altitude Software Launches Unified Social Media Solution for Customer Service


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Altitude uCI 8™ Enables Companies to Engage Customers in Social Media; Apply Customer Service Discipline, Metrics and Resources

Leading Mobile Operator in Asia Reaches Out to Customers Active in Social Media Using Unified Routing, Business Workflow and Skilled Agents

Lisbon, Portugal, July 24th 2012 – Altitude Software, a global leader in contact center technology, today announces the availability of new social media customer service features in Altitude uCI 8™, the latest major release of the award-winning customer interaction management suite.

Altitude uCI 8™ enables companies to use social media, such as Facebook and Twitter, as unified new customer service channels to reach out to more customers and prospects. Contact centers can use unified, intelligent multimedia routing, unified customer history, skilled agents and consistent business processes to monitor, engage and respond, while applying customer service discipline, metrics and resources to ensure service levels and raise productivity.

Customer service is becoming social

“As consumers turn in droves to social media to solve problems, share and search for information, customer service is becoming social” states Gastão Taveira, CEO of Altitude Software. “In this new environment, consumers increasingly value companies’ ability to engage, respond and provide good service on networks like Twitter and Facebook. Our new release enables companies to meet this challenge in the contact center with unified multichannel customer service that includes social media and effectively applies contact center discipline, metrics and resources to this new reality”.

Altitude uCI 8™ is the latest release of the proven contact center solution suite, now in use in 1100 contact centers worldwide. It includes hundreds of new features focused on increasing the contact center’s ability to perform profitably, and deliver significant innovation in key contact center business areas: real time information and insights; multimedia workflow, intelligent campaigns, and unified social media interactions.

Altitude uCI 8™ new social media customer service features

Altitude uCI 8™ new social media customer service features allow contact centers to monitor, engage and respond to customers and prospects in Facebook and Twitter, using:

– Unified, intelligent multimedia interactions routing to skilled agents;
– Truly unified customer history, including all multichannel interactions;
– Multimedia agent desktop with knowledge base and spell check;
– Proactive notification and posting in social media; integrated chat, messaging and email;
– Tools that measure and monitor service levels, business and operational KPI’s;
– Business workflow processes for quality control and approved actions;
– Interoperability with social aggregators and social monitoring engines.

“Altitude uCI 8™ Social Media adds value in the way of customer service management to new channels. Customers feel that the brand has a definitive online presence, is proactive and follows up on customer needs wherever they express them” states Miguel Lopes, Vice-President at Altitude Software. “Customer service and marketing decision makers use the contact center operations discipline to ensure service levels and acquire visibility on interactions and productivity”.

Leading mobile operator reaches out to more customers through additional service channels

A leading mobile operator in Asia with strong customer growth and 30 million customers started a project aimed at providing customers with a better experience with more customer service channels. Together with its BPO partner, a leading global systems integrator and business transformation consulting organization, it chose Altitude’s uCI 8™ solution to extend customer service to Facebook and Twitter.

The new customer touch points (official social networking accounts in Facebook and Twitter, and e-mail account), are now active in addition to the existing channels available for subscribers such as the operator Hotlines.

Altitude Software delivers a worldwide robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 15 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.

For more information about the Altitude uCI8™ social media customer service features.


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