Altitude Software, a provider of contact center technology, has added social media customer service features in Altitude uCI 8, the latest major release of its 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.
"As consumers turn in droves to social media to solve problems, share and search for information, customer service is becoming social," said Gastão Taveira, CEO of Altitude Software, in a statement. "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 contact center solution suite, now in use in 1,100 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's new social media customer service features include the following:
- 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," stated Miguel Lopes, vice president at Altitude Software, in the statement. "Customer service and marketing decision makers use the contact center operations discipline to ensure service levels and acquire visibility on interactions and productivity."