Altitude Software stated that its Altitude uCI 8 interaction management suite is now available to users with new unified social media features.
Recent advancements in social media technology is stated to have radically changed customer behavior, whereas customers are now using social media to solve problems, search for information and complain. To reach out to customers and sort out the issues facing them, it is essential for companies to let their customers have access to them via all communication channels including Facebook and Twitter.
The Altitude uCI 8 reportedly helps companies use social media, such as Facebook and Twitter, as unified new customer service channels to reach out to more customers and prospects. Using unified, intelligent multimedia routing, unified customer history, skilled agents and consistent business processes companies can supposedly manage and engage customers while at the same time applying customer service discipline, metrics and resources to ensure service levels and raise productivity.
“As consumers turn in droves to social media to solve problems, share and search for information, customer service is becoming social. In this new environment, consumers increasingly value companies’ ability to engage, respond and provide good service on networks like Twitter and Facebook. Our new release enables companies to meet this challenge in the contact center with unified multichannel customer service that includes social media and effectively applies contact center discipline, metrics and resources to this new reality”, stated Gastão Taveira, CEO of Altitude Software, in a press release.
Altitude uCI 8 has all the necessary features to help businesses and contact centers execute business strategies in real-time and deliver maximum value in a wide range of operational solutions. With its new unified social media features one can provide new channels for customer engagement and support without increasing costs. The Altitude Management Portal can be employed as a centralized tool for monitoring and engaging all contact center activities in all channels.
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