Altitude Unified Desktop streamlines multiple applications into a single agent desktop, based on the service/campaign workflow, provides relevant information at hand and allows agents to focus on the essential: customer needs and service/ campaign goals.
Win-win Strategy
Everybody wins with a unified desktop. The agents are more effective on their work and have higher improved morale with more productive tools. A better end customer experience results in happier customers. The contact center manager is capable of effectively retain qualified workforce, and profitable customers. This win-win strategy has proved to provide companies a real competitive advantage. It is a smart way to address current business challenges, boost the bottom line and build a reliable brand image and reputation.
Rapid Return On Investment
Altitude Unified Desktop has transformed customer service and contact center operations in leading companies. Case studies from Optima, The Results Companies, Transcom, among others, demonstrate how this cost-effective solution can be implemented quickly and deliver a rapid ROI.
Boosting First Call Resolution rates in Uncertain Times
The financial cost associated with low First Call Resolution rates have a significant impact in every contact center bottom line. Having the right tools to help agents be more efficient is critical and the only solution for survival in these uncertain times.
The Importance of Achieving First Call Resolution
The First Call Resolution (FCR) is probably the most important call center metric. Improving the customer experience is the only way to improve companies’ results in the current environment. FCR is a critical determinant of customer satisfaction, and it can be measured.
Increase Satisfaction and Reduce Costs
Customers expect to bring a problem or inquiry and have it solved in a timely manner. Not all interactions can be resolved immediately or on the first contact. However, Altitude uCI technology, increasing agent empowerment, and routing intelligently interactions will increase the number that can.
The percentage of contacts that do not close on the first interaction represents repeat tasks, increased interaction volume, inflated operating expenses, and most importantly, dissatisfied customers.
Improve Efficiency and Effectiveness
Improving FCR brings you the best of both worlds - efficiency and effectiveness. You will be improving quality, reducing costs, and improving customer satisfaction, all at the same time.
Altitude Unified Desktop is the solution to improve the efficiency and effectiveness of your customer service representatives. The tool has the ability to provide the agents with the right information at the right time, helping them to be more effective with the customer and to recognize every opportunity to up-sell and cross-sell.
Increase Agent and Customer Retention
A Multimedia toolbar increases productivity for agents, by enabling them to quickly control the media on their desktop, providing better customer service which ultimately leads to customer loyalty. Altitude Unified Desktop enables agents to perform all the operations they need to serve the customer from within a single desktop application, reducing training time and job frustration. This solution proves to increase agent and end customer retention.
Agent Guidance Reduces Training Needs
The Altitude Unified Desktop includes a Knowledge base mechanism and can run Altitude Intelligent script.
The Altitude Knowledge base not only reduces new agents training time, as it also promotes knowledge transfer and allows best practices leveraging.
The Altitude Scripting is an efficient mechanism to guide agents through the interaction, promoting service consistency, reducing training needs. Additionally it can be adjusted on-the-fly by campaign supervisors, allowing having last minute promotions available or up-to-date ways to overcome current objections.
At Altitude Software, we have been dealing with these questions for years, and know the best answer is “YES!”; so no matter which option you prefer, we can deliver, while keeping a single point of admin. That’s freedom.
Custom Desktop
When the back-office mandates an integration and performance trade-off for the front-office, use Altitude+ Connectors with SAP, Siebel or Microsoft and others.
Power Desktop
When the agent performance responding to customers matters most, use Altitude uAgentallows for full customization, built in media control, integrated workflow, attached customer context and fast improvements in operations.
Embrace Change – Do It Yourself tools
Easy Modifications – No Programmer Required
Altitude Fast Script Builder allows users with Office like skills to edit the screen flow, the dialogues, all in a drag&drop style, assisted by wizards. Now your changes can be completed on the fly, not days later.
“Create Once, Deploy Twice” – thin of fat
For some of your campaigns and agents you may prefer a browser, for others a Windows client, based on performance, security and operational reasons. When you chose Altitude Unified Scripting to create your campaigns and services, you can deploy Altitude uAgent on a browser, windows or both at the same time!
Service Oriented Design
By centering the call flow design on the typical customer needs per service / campaign, the chances to improve customer service increase greatly. On the technology side, using a Services Oriented Architecture, with Web Services provided by Altitude Integration Server, it follows an evolutionary approach for the system.
Altitude Software (www.altitude.com )
is the leader of unified customer interaction solutions, managing
dynamic contact centers independently of platforms since 1993.With about
900 customers in 60 countries, altitude strives for customer
satisfaction and is ISO 9001 certified for its worldwide support.
Altitude Software has won 40+ industry awards and it has been included
by Gartner in the industry Magic Quadrants since 2000. “Altitude uCI”
(unified customer interaction) is a software suite that manages in real
time enterprise functions like Customer Service, Help Desk, Collections,
Telesales, Surveys, etc. It is unique in accelerating the creation of
services and campaigns, thanks to the unified design studio, routing,
dialer, voice portal, desktop front-end, monitoring and analytics.
Altitude Unified Desktop
Optima
