Contact Center Solution

Overview

The main difference between a call center and a contact center is that while a call center is focused on incoming and outgoing voice calls, a contact center is able to manage customers with both voice calls and data applications like e-mail, Web-based chat/instant messaging, and in some cases will include the capability to share Web pages sent to and from the customer. The fully functional contact center takes advantage of customer needs for text and visual communications in addition to phone calls; typically a contact center also uses a “blended agent” who can manage multiple forms of voice and data-centric customer communications.

CONTACT CENTER, also called customer service center is a type of call center that is equipped to handle large amounts of customer telephone requests for an organization in addition to handling other customer communications from a single facility.

Contact Center Solution

Altitude Solutions

Altitude unified customer interaction solutions leverage existing technology investments in the contact center, adding value – without disruption – across a wide range of business situations. Altitude Xperience contact center solutions are being used by over 300,000 people in 1100 organizations in 80 countries, to manage enterprise functions like customer care, telemarketing, telesales, collections, help desks, surveys, etc for customer-centric companies.

Altitude has a 20-year plus track record of industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. Its customer interaction solutions have been included by Gartner in the industry Magic Quadrants since 2004. Altitude Software has 12 offices in four continents, a 160-strong partner network, and is ISO 9001 certified for its worldwide customer support.

Product

Altitude Xperience: A Complete Solution For Your Unified Customer Interactions.

A fully integrated contact center plays a crucial role in the overall value of your company. Altitude’s unified customer interactions suite, Altitude Xperience, allows your company to adopt a complete customer-centric strategy.

Contact Center Solution

Chatbot

CHATBOTS are here to take care of the routine, easy-to-solve issues that take up valuable agent time, empowering them to focus on higher value, more complex issues that require a human touch. so they provide customers an easy way to quickly find answers to their most common issues.

Technically speaking, a bot is simply a computer program that can carry on a conversation when a user speaks or texts with it. But chatbots are so much more than that.

  • Chatbots are your allies in the race to resolve support issues fast. They can resolve low touch customer requests and seamlessly hand off complex inquiries.
  • Chatbots deflect common customer issues. They help customers self-direct immediately, and resolve common issues without waiting to “get in the queue.”
  • Chatbots reduce chat duration (and save money). For more complex issues, CRM connected chatbots can collect and qualify customer information and seamlessly hand it off to an agent, reducing handle time and increasing customer satisfaction.
  • Most importantly, chatbots can be trained to understand human language and respond intelligently through natural language understanding (NLU).

Contact Center Solution

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