3rd Party Remote Call Monitoring Feature

Altitude Software (News - Alert), a provider of unified customer interaction solutions, recently announced the availability of new performance management features in Altitude uCI 8, the latest major release of the company’s customer interaction management suite.

In a statement, Alfredo Redondo, CEO of Altitude Software said, “Customer service executives understand the importance of having the ability to analyze relevant real time operational and business metrics to improve processes, increase productivity and maximize customer engagement. Altitude uCI enables decision-makers to go beyond standard business and performance analysis. It is now possible to define and measure, in real-time, business-relevant KPI’s at all levels, aligning the metrics with the customer experience strategy and goals”.

Altitude uCI’s new performance management features allow customer operations to act on business-relevant customized KPI’s in real time. The product offers access to real-time information from “anywhere”; combined operational and business monitoring; customizable business metrics; customizable alarms and notifications, metrics for agents, campaigns, services, sites, etc.; a dashboard with KPIs shown in graphical formats and access to detailed data; historical reporting of business and operational indicators; and agent and team “leaderboards” with KPI’s and goals.

Folha de S. Paulo, a Brazilian daily newspaper has recently adopted Altitude uCI 8 solutions to improve operational performance and proactive customer service management. After deploying the solution, Folha de S. Paulo reported improved customer service and better results in proactive engagement.

Redondo added, “Customer service, marketing and sales decision makers can use real-time analytics to measure, evaluate and react in order to improve operational performance, campaign results and customer experience.”