Altitude uCI

Altitude uCI is the debugged mechanism for contact center unifying work with different channels of data. It provides the powerful mechanism for management of contact center, convenient attendant workstation, the built-in system of writing of scripts and the system of outgoing call-down which received high ratings.

The solution Altitude uCI allows to process the calls mixed on type – the entering telephony, outgoing call-down in all possible operation modes, email, chat, joint work through Web and all this is followed by the consolidated customer information.

Customer interaction is organized according to identical business rules regardless of the channel of interaction which was selected by the client. Altitude offers modular, but closely integrated solution, all modules can work separately, but have uniform design and implementation that allows them to work effectively in single solution. Client applications of the Altitude uCI system are implemented as Windows and Web clients (thick and thin). Altitude uCI supports proproitarny and open VoIP the systems, Altitude follows innovations in the market and adds to the products functionality of SIP, MMS and 3G of Video.

Below the architecture of the simple solution is shown.

Principal components of the solution are: Assisted Server Altitude Assisted Server is a core of the solution Altitude Software. The server includes the gateway of telephony (CTI Link), e-mail gateway. A possibility of holding campaigns with the entering and outgoing calls, all agents can be tied to different campaigns. Processing of incoming requests (telephone, e-mail, web) are routed in compliance with statutory rules. Possibility of the organization of outgoing campaigns.

Database Server The solution Altitude uCI works with Oracle databases, MS-SQL or Informix.

CTI link The solution is independent and is connected to the existing telephone exchange on CTI link. Without any difficulties the solution is integrated with switches of Avaya, Cisco, Nortel, Siemens and the equipment of other famous producers. The situation when the operators working at different switches are engaged in one campaign is also possible.

Altitude uAgent Altitude uAgent is the complex tool of the operator reflecting all important information on a call at service entering and commission of outgoing calls in a real mode of time.

Altitude uSupervisor Altitude uSupervisor is the advanced tool for supervisors and heads of contact centers allowing to manage, control work and to receive reports on the executed calls.

Altitude uCI 8

Altitude uCI 8 is the full-function complex of software products for contact center allowing the organizations of any scale to process the telephone calls (both entering and proceeding), e-mail and a web chat as single information flows of the organization, promoting performance improvement and efficiency of customer interaction. Clients of Altitude Software are more than 1100 companies in 80 countries of the world.

The release contains hundreds of new characteristics which are focused on increase in capability of contact center to make profit. These innovations can be grouped in the directions:

• Reasoned decisions using corporate intelligence - Altitude uCI 8™ allows managers of the company to be beyond standard management of operating activities, to get access to operational information and to combine operational and business monitoring for creation of the portals customized business. The new functionality allows to make the right decisions and to improve at the expense of it business results and operational performance of the company.
• Contacts on social networks - Altitude uCI 8™ gives the chance to contact centers to monitor social networks, such as Facebook and Twitter and to react to expressions in them on different communication channels, using at the same time the unified contact history, continuous business processes and the qualified operators. The companies during the work on social networks have an opportunity to interest the clients, to respond to their requests, to offer new services, applying at the same time new types of service maintenance, a metrics and resources.
• Processing of multimedia contacts - Altitude uCI 8™ automates business processes and beyond the scope of contact center, extending solving of tasks of customer service to all company. The unified queue of multimedia contacts aggregates all types of contacts and transactions, their routing and customer information and directs all data to the necessary operator or the specialist expert. Gain of managerial supervision over business processes improves the service maintenance level, the reporting and productivity of the company.
• Intellectualization of campaigns - Altitude uCI 8™ allows to use the business data ("corporate intelligence") which are saved up in the company "on the fly" and in campaigns of outgoing call-down. Creation of campaigns, their replication and management of them becomes fast and intuitive. The call center specialists who are responsible for decision making can quickly analyze data now, change segmentation of a campaign and accelerate process of its effectiveness. New managerial algorithms of assessment of resources, tasks, necessary qualifications and compliance of requirements in combination with the dialing modes – the preview, progressiv and prediktiv – yield impressive results.