March 6th, 2014 – Altitude Software, a leader in unified customer interaction solutions announces the availability of new performance management features in Altitude uCI 8™, the latest major release of the award-winning customer interaction management suite.
Altitude uCI 8 enables decision-makers to go beyond standard operations management, access a wealth of real time information, and combine operational and business monitoring to build customized business dashboards. The information is now available in real time in management applications and agent desktops, enabling informed decisions that improve customer experience, business results and operational performance.
Get contact center metrics aligned with customer experience goals
“Customer service executives understand the importance of having the ability to analyze relevant real time operational and business metrics to improve processes, increase productivity and maximize customer engagement” states Alfredo Redondo, CEO of Altitude Software. “Altitude uCI enables decision-makers to go beyond standard business and performance analysis. It is now possible to define and measure, in real-time, business-relevant KPI’s at all levels, aligning the metrics with the customer experience strategy and goals”.
Altitude uCI 8 is the latest release of the proven 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 business areas.
Altitude uCI 8 new performance management features
Altitude uCI 8 new performance management features allow customer operations to act on business-relevant customized KPI’s in real time, and features:
- – Access real-time information from “anywhere”;
- – Combine operational and business monitoring;
- – Customizable business metrics;
- – Customizable alarms and notifications;
- – Metrics for agents, campaigns, services, sites, etc.;
- – Dashboard with KPIs shown in graphical formats and access to detailed data;
- – Historical reporting of business and operational indicators;
- – Agent and Team “Leaderboards” with KPI’s and goals.
“Altitude uCI 8 provides a management dashboard based on customized business KPI’s” states Alfredo Redondo. “Customer service, marketing and sales decision makers can use real-time analytics to measure, evaluate and react in order to improve operational performance, campaign results and customer experience”.
Largest Circulation Newspaper in Brazil Improves Customer Service
Folha de S. Paulo has a daily readership of 300.000 and is considered one of the most influential media in Brazil. The adoption of Altitude uCI 8 solution was an opportunity to improve operational performance and proactive customer service management. After implementing the solution, Folha de S. Paulo reported improved customer service and better results in proactive engagement.
“We perceived the solution’s potential the minute we started to use it” states Elaine Gauzzi, Contact Center Manager at Folha de São Paulo. “The new functionalities bring added value and flexibility to campaign management and execution”. The Altitude uCI 8 solution has a unified desktop and very flexible management tools that provide real time KPI’s and enable immediate changes on ongoing campaigns making for more efficient and productive proactive customer service.
Altitude Software delivers a 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.
Source: www.callcentreclinic.com
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