Nowadays consumers are more demanding than ever and require nothing less than optimum experience throughout their complete customer journey. To be able to keep up with consumer expectations, organizations need to boost their efficiency and excel in customer service. Altitude Workflow extends the contact center policies to the enterprise, linking the different processes to bridge the gap between different departments, resources, and databases. It brakes company siloes and integrates business processes from end to end, increasing efficiency and minimizing errors.

Full integration and consistency throughout the organization

Altitude Workflow grants the contact center access to workflows of the entire organization and guarantees that the tasks delivered to agents have consistent information about the whole process, full customer data and access to a knowledge base. Agents can inform customers about the state of their requests and issue new end-to-end processes.

Our unified communications suite, Altitude uCI, has a real unified queue that aggregates all activities, including tasks. Workflow tasks have associated priorities and skills to ensure that they are handled at the defined time by the most appropriate resource.

Integration with external applications

Altitude uCI integrates 3rd party applications and business process automation systems to share information with corporate applications. External applications can be configured to fit directly into Altitude Agent Desktop, without agents even realizing that they are working in a different application to complete the workflow task.