Altitude Software launches release 7.5 of uCI contact center suite.Contact center solutions provider Altitude Software recently announced the availability of Altitude uCI 7.5, the latest release of the company's flagship contact center suite. The Altitude uCI 7.5 release was designed to enable contact centers to embrace change, profit from virtualization An umbrella term for enhancing a computer's ability to do work. Following are the ways virtualization is used.Hardware Virtualization Partitioning the computer's memory into separate and isolated "virtual machines" simulates multiple machines within one physical computer. , increase productivity and grow proactive customer service practices, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. the company. The latest release includes new features designed to strengthen the contact center's ability to embrace industry-wide change. Native IP supports distributed operations Distributed Operations (DO) is a new warfighting concept being adopted by the United States Marine Corps and is being developed by their Warfighting Laboratory as a response to the changing environment of the Global War on Terror. , including home-based and remote agents, streamlining IT investments and optimizing human resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. . The new version also offers proactive customer service features and friendlier voice self-service applications, and it provides managers with the tools to centrally design and implement flexible service-delivery models that profit from increased agent productivity. Altitude IP Contact Centre provides businesses with a SIP-based, multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple contact center solution, allowing for centralized cen·tral·ize v. cen·tral·ized, cen·tral·iz·ing, cen·tral·iz·es v.tr. 1. To draw into or toward a center; consolidate. 2. management and configuration as well as intelligent routing, monitoring and reporting capabilities for several contact center deployment options, such as "on-demand" contact center; home or remote agents; multiple sites centrally managed or on customer premises. The Altitude uCI 7.5 suite is designed to help companies reinvent re·in·vent tr.v. re·in·vent·ed, re·in·vent·ing, re·in·vents 1. To make over completely: "She reinvented Indian cooking to fit a Western kitchen and a Western larder" customer service through "proactive customer care," enabling contact centers to use outbound calling to increase customer goodwill. Businesses can use the contact center to proactively contact affected customers when service disruptions are anticipated, or they can pursue customer satisfaction follow-up after service fulfillment. This business approach can prevent inbound call peaks, allow for better staffing and resource management and increase customer satisfaction. Altitude's Unified Dialer application now includes a new Altitude Call Classifier module that complies with telemarketing regulations. The software nature of this solution, combined with its new hardware clustering capabilities, increase both scalability and redundancy while continuing to reduce costs. According to a recent study published by Gartner, "Research shows that multisite organizations in key industry verticals, such as the financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. sector, are consolidating their use of contact center technologies--focusing on improving service delivery, while optimizing the costs associated with customer interaction. This has driven a focus on more effective use of established technology through improved desktop applications delivery, better initial call screening, more use of scripted customer interactions, self-service automation and multichannel contact management." www.altitude.com By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions |
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