Altitude uCI suite (United Customer Interaction). (Technology Highlights).

As companies today strive to make customer service available to all customers at all times via all media, a struggle is taking place to ensure that the best, most consistent service can be offered across a variety of contact platforms. In addition to offering these various contact channels, companies must also endeavor to understand how their customers are using the different touch points, so they can continually improve and refine their processes. To this end, Altitude Software offers its uCI suite (Unified Customer Interaction). The uCI suite was designed to allow users to manage not only the individual touch points for both self-service and assisted interactions across voice, Web, e-mail and traditional point-of-sale, but also to optimize the long-term value of each customer relationship. Altitude uCI enables this goal by facilitating a 360-degree view of the customer by capturing and then consolidating customer-driven business transactions in a single data repository.

The uCI repository also feeds unified contact management and reporting tools so companies can maximize their understanding of how customers are contacting them, and how often, uCI can also be integrated with enterprise systems such as billing, CRM and financial applications, helping increase the 360-degree view of the customer.

The uCI platform is primarily composed of one server, the Assisted Server, which provides the core functionality of the suite. The Assisted Server is a highly scalable platform that functions as an assisted interaction dispatcher, supporting high volumes of voice calls, e-mail and Web interactions. It includes gateways to e-mail servers (supporting both POP3 and SMTP) and to major PABX platforms. The Assisted Server provides the core functionality for leveraging uCI, to manage campaigns for the assisted channel modules, or touch points, in the Altitude suite.

The uCI suite is comprised of several touch point managers, including Altitude Voice, Altitude IVR, Altitude Email and Altitude Collaborator. Altitude Voice provides a solution that synchronizes voice and data in contact center environments through computer-telephony integration (CTI). With optional dialing and recording functionality, it can automate tasks such as outbound dialing and voice recording for quality assurance. Altitude IVR enables customer self-service via voice menus and touch-tone phone controls. It can help optimize assisted service levels when used as an information collector upon which routing decisions can be made. Altitude Email offers automated message filtering and intelligent routing. When Altitude Email is implemented with Altitude Voice and Altitude Collaborator, uCI offers blended, intelligent routing of e-mail with other customer interaction types. Altitude Collaborator bridges the gap between self- and assisted-service by offering human collaborative assistance to customers on We b sites. Features of Collaborator include page pushing and pulling, co-browsing and collaborative form filling. Collaboration activities can be supported via either voice or Web chat.

An additional feature of the Altitude uCI solution is the Optimization Toolkit, Altitude provides four such applications: uRouter (intelligent routing capability), uSupervisor (managing and reporting function), uAgent Windows & Web (interface that allows the agent to control interactions from a single browser) and Development Toolkit (script developer).

www.altitude.com/[phone]/ 408-965-1700 in the U.S.