Altitude Software, a leader in unified customer interaction solutions, has released a new white paper aimed at helping businesses to achieve customer engagement using real time analytics in the contact center.
A recent survey of 800 business leaders worldwide revealed that 59% admitted to customer service failings with significant impact on financial performance*. In the current economic scenario, there is a silent battle going on in every contact center. On one hand there is pressure to cut costs, keep a lean, aggressive and very competitive operation; on the other hand it is crucial to deliver an outstanding customer experience. In this context, the importance of real time business performance analytics in achieving contact center goals is unquestionable.
Altitude Software’s new white paper “Eight Best Practices to Drive Great Customer Engagement Using Real Time Analytics” contains a set of guidelines in pursuing a successful business performance management strategy in the contact center. It seeks to help contact centers to adapt and strive in these challenging times by unleashing the huge potential of contact center business performance real-time analytics and realize the value that it can add to the business.
Altitude Software delivers worldwide a robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 15 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.
*Service 2020: Return on Service; A BDO Report written by The Economist Intelligence Unit; January 2014
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, dialler, voice portal, desktop front-end, monitoring and analytics.