Today, customers have a variety of options when it comes to contacting a company. They can turn to websites, live chat, calling, social media or e-mail to get in touch with a business for any reason and have come to expect a response in almost real-time from any channel. Altitude Software (News - Alert), a contact center vendor for unified interaction solutions, offers a suite to help organizations manage, measure and improve relationships with customers.
The suite, uCI (Unified Customer Interaction), offers applications to help organizations manage customer interactions and resulting activities in a unified environment. I recently sat down with Teresa Jose, product marketing manager at Altitude Software, at ITEXPO (News - Alert) in Miami to discuss the company’s offerings, what some of its differentiating factors are compared to similar companies in the industry and what we can expect in the future.
In addition to Altitude uCI, the company offers an IP switch and a hosted solution to adapt to the rising enterprise adoption of the cloud. Altitude delivers to companies from different verticals, including financial, government, healthcare, media, outsourcing, retail, telecom and utilities.
“What we found is even for in industries in recession, it’s very important to focus on the customer experience,” explained Jose. One of the differentiators about Altitude is it provides real-time monitoring and analytics from each interaction, giving agents the ability to align customer calls with business goals.
Other reasons customers turn to Altitude is for the cost. Because everything is already integrated, it lowers the cost to manage the customer experience without decreasing companies’ existing costs. The unified desktop allows agents to do everything from one place, is easily customizable and easy to connect to existing applications. For example, a debt collection company turned to Altitude when its agents were using 40 different applications. Altitude reduced the training time from one month to one day, and the company can manage all of those applications from a single solution.
Altitude also offers one of the best outbound dialing solutions in the market. It constantly follows legislation updates to comply with regulations. Its predictive dialer enables a successful proactive contact strategy as it automates and adds intelligence to the dialing process, used in outbound telemarketing, surveys, telesales, scheduled call-backs, fundraising or collections campaigns.
Recently, avocis, a German communications service provider, turned to Altitude to improve campaign management and monitor activity across contact center sites. Altitude uCI was first deployed at avocis’ adm group in 2007, followed by a 2011 deployment as the standard customer interaction management solution in all avocis subsidiaries in Germany, Austria and Switzerland. Today, nearly 3,000 agents are working with the Altitude uCI contact center suite together with Altitude vBox, Altitude’s SIP-based Communications solution.
Jose will be speaking in two panel sessions this week in Miami, “How to Give Good Social Customer Service” and “Customer Service: The Organizational Imperative.” Her tip on how to handle customer service through social media is to apply the same customer rules as you would through any medium: treat them with respect and be honest with them. A key for social media interactions it to move them to a different channel in the interest of confidentiality, but also respond so it is visible to outsiders that you are active in responding to customers. For example, responding to a tweet on Twitter (News - Alert) would involve replying to a particular tweet and then moving the interaction to a direct message or e-mail communication.
If you’re attending ITEXPO Miami this week, be sure to attend those two sessions. To learn more about Altitude Software, visit www.altitude.com.