Altitude Software Launches Altitude uCI 8 To Maximize Contact Center's Real Time Impact on Business

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Customer Interaction Management Suite New Release Aims to Boost Business Results Contact Center Operations Achieve Business Insights that Drive Profitability

Contact Center Operations Achieve Business insights That Drive Profitability

"Altitude uCI 8™ helps contact centers execute business strategies in real time and deliver maximum value in a wide range of operational situations”, states Gastão Taveira, CEO of Altitude Software. "

Altitude Software, a global leader in contact center technology, today announces the availability of Altitude uCI 8™, a new major release of the award-winning customer interaction management suite.

The new release increases contact center profitability and impact on business with 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”, states Gastão Taveira, CEO of Altitude Software. "The new release brings to market significant innovations to support next generation customer service, intelligent campaigns, advanced management tools and social media engagement”.

Benefits from real time operational intelligence

In a very competitive market, to be able to continuously tune operations to respond to change is a key issue for contact centers. The benefits are outlined in Gartner’s recent August 2011 report “How to Justify the Cost of Real-Time Operational Intelligence” by W. Roy Schultze and Bill Gassman:“The fundamental benefit of real-time intelligence is fresher and better information, leading to faster and smarter decisions and improved business performance. In operational decision-making, fresh information is almost always more valuable than stale information. The half-life of the value of information may be measured in hours, minutes or milliseconds, depending on the kind of decisions to be made.”

Significant innovation in key contact Center business areas

Altitude uCI 8™ is the latest release of the proven contact center solution software with a twenty year track record of outstanding results, now in use in 1100 contact centers worldwide. It includes hundreds of new features focused on increasing 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. This new reality drives informed decisions that improve business results and operational performance.

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 powerful 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" states Miguel Lopes, Vice-President at Altitude Software.

Largest circulation newspaper in Brazil maximizes business results

Folha de São Paulo is the largest circulation newspaper in Brazil with a daily readership of 300.000. It has a contact center with over 150 agents. Its management understands the importance of continuous customer care improvement. The adoption of Altitude uCI 8™ was an opportunity to improve operational performance and to simplify subscription selling and collection campaign management. "The Altitude uCI 8™ solution enables Folha to make better use of its resources" said Mr. 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".

Contact center services pioneer increases productivity in complex campaigns

YOURVOICE is an innovative contact center services provider in Portugal and it was the first to offer its services relying entirely on VoIP solutions (powered by Altitude Software). Operating since 2007, it employs several hundred agents in two sites, experiencing sustained growth in the market. “Altitude uCI 8™ solution made us more productive and effective in customer acquisition campaigns with complex requirements” states the company’s CIO, Mr. 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”

Altitude Software delivers a worldwide 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.

Find out more about the Altitude uCI8

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Carlos Taveira
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