Altitude Software, a provider of contact center technology, today released Altitude uCI 8, a major release of its customer interaction management suite.
The new release offers real-time insights, multimedia workflows, campaign optimization, and unified social media interactions.
"Altitude uCI 8 helps contact centers execute business strategies in real time and deliver maximum value in a wide range of operational situations," stated Gastão Taveira, CEO of Altitude Software, in a statement. "The new release brings to market significant innovations to support next-generation customer service, intelligent campaigns, advanced management tools, and social media engagement."
Altitude uCI 8 includes hundreds of new features focused on increasing a contact center's ability to perform profitably, and it delivers significant innovation in four key contact center business areas:
- Informed decisions with real-time insights: Altitude uCI 8 enables managers to go beyond standard operations management, access a wealth of real-time information, and combine operational and business monitoring to build customized business dashboards.
- Unified social media interactions: Altitude uCI 8 allows contact centers to monitor and interact with new social media, such as Facebook and Twitter, using unified customer history, consistent business processes, and skilled agents in multiple channels. Companies can benefit from social media to engage and to respond to customers and prospects by applying customer service discipline, metrics, and resources.
- Multimedia workflow: Altitude uCI 8 automates business processes beyond the contact center, extending customer service to the whole organization. A unified multimedia queue aggregates all interactions and activities, routing tasks and customer information to relevant agents and people in the organization. Increased management control in business processes improves customer service levels, accountability, and productivity in the organization.
- Intelligent campaigns: Altitude uCI 8 helps contact centers manage and apply business intelligence on the fly in outbound services. Campaign creation, replication and management are fast and intuitive. Contact center decision makers benefit from advanced functionality to analyze real time data, change segmentation and accelerate campaign returns. New management algorithms evaluate resources, tasks, skills and compliance to deliver the best business results, while using predictive, power and preview dialing solutions.
"The Altitude uCI 8 is a next-generation solution for contact centers, developed in close cooperation with contact center industry leaders. It can deliver dramatic improvements in contact center performance by adjusting operations to key performance indicators in real-time across businesses and geographies," said Miguel Lopes, vice president of Altitude Software, in the statement.
Folha de São Paulo, the largest circulation newspaper in Brazil with a daily readership of 300,000, was one of the first adopters of uCI 8. It uses the solution to improve operational performance and simplify subscription selling and collection campaign management. "The Altitude uCI 8 solution enables Folha to make better use of its resources" said Murilo Bussab, marketing and circulation director at Grupo Folha. "The daily analysis of our operational and business metrics using the management portal enables us to improve processes, increase productivity, and maximize sales campaigns results."
Another early adopter was YOURVOICE, a contact center services provider in Portugal. "Altitude uCI 8 solution made us more productive and effective in customer acquisition campaigns with complex requirements," said the company's CIO, Paulo Cera. "We were able to boost campaign performance with more accurate targeting and customized monitoring in real time. This enabled us to become faster and better at adjusting operations for higher returns."