Altitude Software, a provider of unified customer interaction solutions, has added new performance management features to Altitude uCI 8, the latest major release of its customer interaction management suite. The company first released the uCI 8 solution in mid-2012.
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.
Altitude uCI 8 new performance management features include the following:
- Access to real-time information from anywhere;
- The ability to 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; and
- Agent and team leaderboards with KPIs and 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," said Alfredo Redondo, CEO of Altitude Software, in a statement. "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 KPIs at all levels, aligning the metrics with the customer experience strategy and goals."
Folha de S. Paulo, a Brazilian newspaper with a daily readership of 300.000, deployed the Altitude uCI 8 solution 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," said Elaine Gauzzi, contact center manager at Folha de São Paulo, in a statement. "The new functionalities bring added value and flexibility to campaign management and execution."