Multimedia Contact Centre
Unified Customer Interactions
Altitude Cloud Contact Centre can support you in unifying all customer interactions, regardless of the media used – phone, email, instant messaging (chat), SMS / texting, facebook, twitter- in a universal queue that enables a unified routing, management, monitoring and reporting.
Multimedia inbound and proactive interactions are blended in a unified queue, routed according to business rules, skills, priorities and real time statistical information, maximizing resource usage and business results while complying with legislation. Sending complete information to the right agent allows first call resolution, customer satisfaction and sales growth.
Altitude Cloud Contact Centre Multimedia improves productivity, service quality and consistency by enabling resource and knowledge sharing and a unified contact history.
Users at the contact centre, the back-office and the point of sale can quickly control any media using the Agent Desktop, with access to full customer information and interaction history.