Discover how today's technology is helping
many contact centers improving FCR rates.
By Mark Lepko
President North America
Altitude Software

Agenda
Altitude Presentation
Optima Challenges
Optima system architecture
Contact Center Applications that made it all
possible
The future (Optima)
Q&A
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About Altitude
• The leading independent contact center
suite vendor
We deliver infrastructure independent CC
applications;
Based on industry standards (including open source);
Using modules in a single Altitude uCI architecture
that integrate with other business applications.
• Corporate Mission
To provide the most effective solutions …
for professionally managing customer interactions …
independently of infrastructure and geography.
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Optima Challenges
Ability to develop new campaigns quickly and
change the ones already running
Empower agents with a powerful desktop
application
Provide agents, in a timely manner, with all
critical customer information
Increase productivity in outbound operations
Deliver a clear migration path from TDM to IP
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Optima System Architecture
Toronto Site Whitby Site
PSTN
Avaya PBX
Altitude uCI
Assisted Server Altitude vBox
ATL/IVR Server
Wan Optima
Altitude uCI
Assisted Server Knowledgebase
Backup/Training
Backup/Training
System
System
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Contact Center Applications that made it all possible
Effective self-service
Unified desktop
IP based Contact Center suite
New services development
Operational and strategic management
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Altitude Voice Portal - Overview
Best of breed ASR/TTS
Loquendo (Speech Suite)
Nuance (Open Speech
Recognizer)
Based on Standards:
SIP; CTI; ISDN
VXML
Intelligent Skills-based Routing
Outbound Support
Rapid Application Development
Altitude Script Developer
Graphical Flow Editor Dry-run
Environment
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Altitude Unified Desktop
Overview
Our open desktop framework
Easily integrates with custom-made desktops,
Offers out-of-the-box connectors with the leading ERP/CRM vendors
Provides a unified desktop to manage all interactions in a single screen
(both browser and Windows).
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Altitude IP Contact Center
Features
Features
Inbound and Outbound
IP Voice Portal
IP Unified Dialer package
IP Call Classification
Altitude Business Routing
Unified Desktop
Multimedia Integration
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Altitude Scripting Studio
Overview
Altitude Scripting Studio is unique
in the industry:
single language and editor
designed for contact centers to
manage all steps of any
interaction.
IVR scripting,
Multimedia routing,
Agent desktops, dialogue scripts and recording, win and
web
Two levels for developing applications, targeting:
IT Users
Business Managers
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Operations
uSupervisor
Real-time monitoring and reporting
of multimedia, multi-site contact
center activity
Desktop tool: multi-site, multi-instance, outline view, multi-window,
parameterized interface
Real-time monitoring
Historical reporting
Manages, monitors and reports on agents, teams and campaigns
Contact center managers parameterization tool: CTI gateways
Security capabilities: user profile definition
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The Future for Optima
Migrate the remaining site to VoIP
Continue to improve first call resolution rates
Work with agents and customers to deploy the
best desktop to:
Empower agents
Meet customer expectations
Offer a truly multichannel contact center with
universal queue
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Contacts
Mark Lepko - mark.lepko@altitude.com
President
North America
Altitude Software
www.altitude.com
Toll free: +877-474-4499
Local: +905-479-2655
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