Altitude Voice Portal Reinvents Self-Service, Achieves Efficiencies, Delivers Customer Satisfaction in Leading Contact Centers

Altitude Software, a leading independent contact center solutions vendor, announces the availability of the Altitude Voice Portal, a powerful voice platform that delivers a superior self-service experience, improves agent productivity and helps grow the contact center’s role as a high value-added operation.

“In today’s marketplace, the IVR stand-alone solutions are insufficient, as more user-friendly interfaces are becoming the standard. The Altitude Voice Portal brings the self-service channel to a new level, providing more comprehensive applications, including text-to-speech and automatic speech recognition, as well as a host of user options that enable easy, productive interactions” stated Miguel Lopes, Product Management Vice President at Altitude Software. “The Altitude Voice Portal increases revenues and improves customer satisfaction by dramatically reducing inbound calls that are dropped, misdirected, or poorly handled."

The Altitude Voice Portal is a powerful voice platform that delivers a superior self-service experience, is standards-based and includes connectors with best of breed Automatic Speech Recognition and Text-to-Speech (ASR/TTS) solutions. Programming can be done both with VXML or integrated Altitude Scripting Language and runs on top of SIP or CTI / ISDN links. It integrates innovative features that significantly decrease dialog design time and complexity.

The Altitude Voice Portal enables companies to:

- Expand geographically using IP-IVR;

- Leverage existing infrastructures and use a software-based platform such as Altitude’s;

- Support the on-demand service model for remote locations;

- Deliver a superior voice self-service experience;

- Graphically create call flows with testing features in the design phase;

- Avoid IVR menu rigidity with more caller options and simpler voice interactions;

- Profit from increased usability.

Altitude Voice Portal helps Coopervison build a reputation as a technologically advanced manufacturer that never loses sight of customer satisfaction

CooperVision is one of the world’s leading and fastest-growing producer of contact lenses. As the third-largest manufacturer worldwide, CooperVision is very focused on maintaining high levels of customer satisfaction with retail outlets worldwide.

However, when management identified that customer service operations could be streamlined to be more efficient, Coopervision Spain sought a leader specializing in contact center technologies. Antonio González, information technology director at CooperVision Spain recounts the challenges facing the company, “80 percent of calls received in our call center were product orders, and only the remaining 20 percent were information requests, problem solving, etc.” Altitude Software and Loquendo, a leading provider of speech technology worldwide, analyzed the situation and implemented a Altitude Voice Portal based self-service solution in the Coopervision Spain contact center, making it a pioneer among the company’s global subsidiaries in the adoption of technology that allows for spoken communication between people and computers.

The Altitude Voice Portal has provided Coopervision with a new, effective 24/7 channel for product orders that maintains and enhances high levels of customer satisfaction. Because (the) Altitude Voice Portal automatically manages lower priority inbound calls, agent productivity improves and the contact center’s importance as a value-added operation grows. Gonzalez remarks, “The Altitude Software solutions helped Coopervison build a reputation as a technologically advanced manufacturer that never loses sight of customer satisfaction.”

New release strengthens contact centers’ ability to embrace industry-wide change

(The) Altitude Voice Portal can be integrated with Altitude’s new uCI 7.5 release. The latest Altitude uCI version includes a number of innovative features that strengthen a contact center’s ability to embrace industry-wide change. Native IP supports distributed operations, including home-based and remote agents—streamlining IT investments and optimizing human resources. Version 7.5 also increases customer satisfaction via proactive customer service features and friendlier voice self-service applications. For management, this latest release provides the necessary tools to centrally design and implement flexible service-delivery models to increase agent productivity.