PRZOOM - /newswire/ -
Lisbon, Portugal, 2013/11/12 - Altitude Software, a leader in unified customer interaction solutions, is making available for free publication a new infographic on what are the real benefits of a Top-Rated Unified Agent Desktop - Altitude.com.
A recent Accenture study of 13.000 customers in 32 countries shows that the number of customers switching due to poor service has, from 2011 to 2012, increased 4%, from 62% to 66%. Nonetheless, 82% of customers that switched say companies could have done something to prevent them switching, primarily first contact resolution.
But increased first contact resolution remains a challenge when many of today’s contact centers still use multiple loosely- linked applications that are a challenge for agents to navigate while trying to successfully manage interactions with customers.
The infographic highlights why multimedia desktop applications that empower agents to process business tasks, using multiple applications, while controlling all media, are a powerful tool to increase customer engagement.
Altitude uAgent, recently rated by Ventana Research is a multimedia desktop application that empowers agents to process business tasks in real time with customers, while controlling phone, email, chat, facebook, video, etc. It effectively reduces agent training time, increases first call resolution with integrated knowledge management and, unlike most competition, it offers unique version management.
About Altitude Software
Altitude Software (altitude.com) is the leader of unified customer interaction solutions, managing dynamic contact centers independently of platforms since 1993. With about 1100 customers in 80 countries, Altitude strives for customer satisfaction and is ISO 9001 certified for its worldwide support. Altitude Software has won 50+ industry awards. “Altitude uCI” (unified customer interaction) is a software suite that manages in real time enterprise functions like Customer Service, Help Desk, Collections, Telesales, Surveys, etc. It is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialer, voice portal, desktop front-end, monitoring and analytics. Altitude Software can be reached at info[.]altitude.com