Blend information from social platforms into a unified queue, route according to defined policies, and deliver to the most appropriate resources — with a familiar social UI for agents.
Agents handle social media using an intuitive desktop with a GUI similar to Facebook and Twitter — with full customer history and matching.
If the interaction is matched with a customer, the built-in customer history is available. If it doesn't match a customer but matches an existing Facebook or Twitter ID, previous interactions will also show up in the customer history.
Agents handle social media, such as Facebook posts or tweets, using the intuitive Altitude Agent Desktop where they get a screen pop with available data, and a GUI similar to the one on Facebook or Twitter.
Agents use Altitude Knowledge Base to get pre-defined answers to social media posts, ensuring consistent and accurate responses across all social interactions.
Altitude Social Media
Blend social platform interactions into a unified queue and route to the most appropriate resources with policy-based routing and knowledge base integration.
Unified Social Engagement
Altitude Social Media blends information received from social platforms, creates new interactions in a unified queue, and routes according to the defined policies — delivering the interaction to the most appropriate resources.
Altitude Xperience combines social media channel management with a workflow that integrates all interactions with a knowledge base to make sure standard and edited replies and posts are given to customers.
Workflow Integration
Altitude Xperience combines social media channel management with a workflow that integrates all interactions with a knowledge base — ensuring standard, edited, and consistent replies are provided to customers.