How Does Altitude Software Address Forrester’s Key Customer Service         Trends for 2012
About this presentation This presentation explains how the Altitude uCI solution clearly meets the challenges pointed out ...
1. Organizations will recognize the                importance of the universal customer                history record Alti...
2. The agent experience will no longer be                      an afterthought  Altitude uAgent displays all information i...
3. Remote agents are quickly                      gaining a whole new meaning Altitude uCI fully supports the technology n...
4. Agent knowledge and search-based                   applications will add business value to                   complex in...
5. Customer service will rely                      on next best action  Altitude Scripting Studio allows a:  • customizati...
6. Business process management will                      extend its reach to the front office Altitude Workflow can be use...
7. Customer service will evolve from                      multichannel to agileAltitude uCI:• unifies interaction manageme...
8. Customers will rely on proactive                      outbound communication      Altitude uCI allows contact centers t...
9. Best-of-breed solutions will                      prove their value      • Altitude uCI is a complete, modular solution...
9. Best-of-breed solutions will                      prove their value© Altitude Software                                 ...
10. SaaS for customer service                      will become a credible option • Altitude uCI is available in the Cloud ...
11. Focus on key performance indicators                      and analytics is crucial for success Altitude uCI enables the...
12. Outsourcing will slowly                      gain market share • Altitude uCI provides   outsourcers with a flexible, ...
13. SOA adoption will                      continue to move forward • Altitude uCI seamlessly integrates   with both front...
14. Adopting customer data management                      best practices will remain a challenge Altitude uCI enables an ...
Thank you© Altitude Software               18
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Addressing Key Contact Center Trends for 2012

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Addressing Key Contact Center Trends for 2012

  1. 1. How Does Altitude Software Address Forrester’s Key Customer Service Trends for 2012
  2. 2. About this presentation This presentation explains how the Altitude uCI solution clearly meets the challenges pointed out by Forresters Top 15 Trends for Customer Service in 2012.© Altitude Software 2
  3. 3. 1. Organizations will recognize the importance of the universal customer history record Altitude uAgent keeps record of all customer activities: past and pending© Altitude Software 3
  4. 4. 2. The agent experience will no longer be an afterthought Altitude uAgent displays all information in a single screen© Altitude Software 4
  5. 5. 3. Remote agents are quickly gaining a whole new meaning Altitude uCI fully supports the technology necessary for contact centers to hire remote agents. Remote agents give contact centers: • the ability to grow without expanding installations, desks, pcs, phones,… • the flexibility to quickly and easily scale staff to meet changing call patterns or seasonal demands.© Altitude Software 5
  6. 6. 4. Agent knowledge and search-based applications will add business value to complex interactions Altitude Knowledge Base joins all the useful information in a central repository It requires minimal management It is dynamically enriched by agents and contact center operations© Altitude Software 6
  7. 7. 5. Customer service will rely on next best action Altitude Scripting Studio allows a: • customization of the agent desktop applications to meet the contact center’s dynamic business needs • definition of the interaction flow and clearly displays it to the agent at the most appropriate time. • creation of dynamic scripts to guide agent through intelligent dialogs with customers© Altitude Software 7
  8. 8. 6. Business process management will extend its reach to the front office Altitude Workflow can be used by front and back-office users. • Altitude Workflow manages, improves, controls, and supports the business processes of the organization • Altitude uAgent Desktop automates and integrates business processes from end-to-end • Organizations design the workflow process according to the needs of its customers and the business strategy.© Altitude Software 8
  9. 9. 7. Customer service will evolve from multichannel to agileAltitude uCI:• unifies interaction management, from beginning to end, regardless of the channel.• fully supports socialmedia© Altitude Software 9
  10. 10. 8. Customers will rely on proactive outbound communication Altitude uCI allows contact centers to blend inbound and outbound campaigns and services to maximize productivity • Altitude Voice Portal enables cost-effective and efficient proactive customer service • Altitude uAgent, enables proactive contact for all campaigns types, be it cross sell or to provide useful service information© Altitude Software 10
  11. 11. 9. Best-of-breed solutions will prove their value • Altitude uCI is a complete, modular solution that unifies all communication media • Altitude uCI solution grows with the needs of the contact center throughout the organization. • Dynamic ROI Program (D-ROI) ensures that customers will have a clearly and tightly defined return on investment when deploying the Altitude uCI solution. • It has a proven low total cost of ownership (TCO).© Altitude Software 11
  12. 12. 9. Best-of-breed solutions will prove their value© Altitude Software 12
  13. 13. 10. SaaS for customer service will become a credible option • Altitude uCI is available in the Cloud in a pay per use mode • Altitude Software as a Service hosting (Saas) enables an increased flexibility, faster deployment time, minimal upfront capital expense, and reduced IT requirements.© Altitude Software 13
  14. 14. 11. Focus on key performance indicators and analytics is crucial for success Altitude uCI enables the contact center to: • access real time performance information, • combine operational and business indicators • create custom defined metrics • generate alarms and notifications to make informed decisions© Altitude Software 14
  15. 15. 12. Outsourcing will slowly gain market share • Altitude uCI provides outsourcers with a flexible, scalable and cost-effective platform to accommodate the industry´s different requirements and still be competitive, without losing innovative edge • Altitude uCI is available in the Cloud in a pay per use mode© Altitude Software 15
  16. 16. 13. SOA adoption will continue to move forward • Altitude uCI seamlessly integrates with both front and back-office solutions of external applications, regardless of their location on the network or the used technologies and databases • Altitudes unified integration network extends the functionality of Altitude uCI by integrating with complementary solutions • External applications can be configured to fit directly into Altitude modules, such as the unified agent desktop,© Altitude Software 16
  17. 17. 14. Adopting customer data management best practices will remain a challenge Altitude uCI enables an efficient management of customer data and gathers it in a central repository Every time that the customer reaches the contact center, all the information that the company has about the customer is displayed to the agent.© Altitude Software 17
  18. 18. Thank you© Altitude Software 18

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