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Altitude - Contact Center

  • Deployment:
  • Company Size:SML
  • Features:
  • Platforms:
  • Pricing:

Media

Details

Altitude Contact Center is a complete contact center solution that provides customers with the best experience. The modularity of Altitude Contact Center software allows businesses to scale up without heavy upfront investment.  The solution is comprehensive and addresses all the functions related to contact center operations, yet businesses can elect to use only a few of Altitude's modules , to fit their specific business needs.

Key Modules

Altitude Agent Desktop provides agents with a unified view of customer profiles, in one single application. Agent Desktop integrates with all customer channels and empowers agents to provide consistent and correct answers to customer queries.

Altitude Dialer automates dialing in a more intelligent way. It uses customer information to identify the best time to call and connect. Its powerful predictive dialing algorithm helps increase agents’ talk time, as well as the number of right party contacts.

Altitude Door to Door is a mobile application for external interactions with customers. It empowers remote and field employees with 360-degree views of the customer, real-time data and unified monitoring and reporting.

Altitude Management Portal is a web-based solution to monitor and manage contact center operations, activities and outcomes in real time. The portal displays configuration parameters, dial rules, agent skills and campaign KPIs, and built-in reports.

Altitude Mobility integrates information and requests coming from mobile apps into the contact center, so that agents can use apps to better serve customers. Altitude Mobility supports all mobile devices, giving more flexibility to contact center managers on the floor.

Altitude Multimedia supports multiple channels such as phone, self-service apps, social media, IVR and blogs and add all interactions in one unified queue. Interactions can trigger workflow processes.

Altitude Recorder enables call recording for better compliance, employee monitoring and training, and higher customer satisfaction.

Altitude Router is an intelligent routing system that gathers all contact center activities, from all channels and media, in a unified queue to deliver them to the best qualified agent, using to pre-defined routing rules.

Features

Deployment
  • Cloud-hosted
  • On Premise
Features
  • API Available
  • Predictive Dialer
  • Multiple Language
  • Social Channel
  • Skill-based Routing
  • Speech and Text Analytics
Pricing Model
  • Monthly subscription per user
  • Yearly subscription per user
  • Metered per minute
  • Monthly site license
  • Yearly site license
  • Flat fee
  • Monthly subscription
  • Percentage-based (% of collections or claims)
  • Fee-based (fixed $/claim)
  • Hybrid (combination of % and fixed amount/claim)
Target Company Size
  • Startup
  • Small-to-Medium Business
  • Enterprise
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
  • Account Manager
Mobile Apps Offered
  • None
  • iOS
  • Android
Service Level Agreement
  • Yes
  • No
Support Features
  • FAQs Section
  • Tutorials
  • Telephone Support
  • Email Support
  • 24/7 Support
  • Online Chat
  • Forum
  • In-Person Training
  • Social Media
  • Knowledge Base
  • Webinars
Compatible Operating System(s)
  • Windows
  • iOS
  • Linux
  • Mac
  • Android
Deployment
  • Hosted/Cloud
  • On-Premise
  • Mobile
Reporting Features
  • Call Logging
  • Monitoring
  • Call Recording
  • Scoring
  • Database Administration
  • Real time reporting
  • Automated Reporting
Inbound Calling Features
  • Call queuing
  • IVR (Interactive Voice Response)
  • Speech Recognition
  • ACD (Automatic Call Distributor)
  • ANI (Automatic Number Identification)
  • CTI (Computer Telephony Integration)
  • DTMF (Dual Tone Multi-Frequency Signaling)
  • Text-to-speech conversion
  • Skill based routing
Social Media Features
  • Alerts
  • Customer Interaction
  • Trend Monitoring
  • Integration with social media sites
Outbound Calling Features
  • Auto dialer
  • Call list imports
  • Campaign Management
  • Outbound IVR
  • Multichannel communications
  • Multiple Initiative Management
Integrations
  • Salesforce
  • SugarCRM
  • InfusionSoft
  • Microsoft Dynamics CRM
  • TeamSupport
  • MHelpDesk
  • Zendesk
  • Pardot
  • Act-on
  • Spiceworks
  • Netsuite
  • Oracle Marketing Cloud
  • Freshdesk
  • Zoho CRM
System Management Features
  • Forecasting
  • Scheduling
  • Call Scripting
  • Coaching Tools
  • Virtualization
  • Up time assurance
Security/Compliance Features
  • Encryption
  • Data masking
  • Open ID
  • RBAC (Role Based Access Control)
  • Form-based Authentification
  • SAML 2.0 (Security Assertion Markup Language)
  • Custom Single Sign-In
  • Physical Data Center Security
  • Secure Socket Layer (SSL) Connections
  • SSAE SOC 2 Type II Certified
  • TCPA
  • PCI
  • ISO/IEC 27001 Compliance
  • National DNC Compliance
Price
  • 1 - Inexpensive
  • 2
  • 3 - Moderate
  • 4
  • 5 - Expensive
Features
  • 1 - Limited features
  • 2
  • 3 - Moderate
  • 4
  • 5 - Full featured

Pricing

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