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Intelligent IVR

Altitude Voice Portal enables customer self-service, optimises service levels, and reduces average call resolution time. Seamlessly transfer calls from self-care to assisted service with full context.

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Overview

Optimise Service with Voice Portal

Altitude Voice Portal answers calls, gathers valuable information, and routes to the most appropriate agent. It leverages self-service data for intelligent, skills-based routing based on customised business rules.

Skills-based and intelligent routing for inbound calls
Proactive outbound campaigns with recorded messages
Queue management with automatic customer callbacks
Full context transfer when escalating from IVR to agent
Deploy new campaigns quickly for notifications and surveys
All interaction routing actions available for Voice Portal scripts

Capabilities

IVR Features

Intelligent voice automation that optimises service levels and empowers customers.

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Skills-Based Routing

Route calls to the best agent based on skills, language, customer value, and real-time availability.

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Proactive Outbound

Replace human agents with IVR for notifications, surveys, and reminders — deploy new campaigns in minutes.

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Queue Callback

Hold the customer's place and call back automatically — reducing abandonment and improving satisfaction.

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Context Transfer

Full call context transfers when escalating from self-service to a human agent — no repetition needed.

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Rapid Deployment

Deploy new IVR campaigns quickly — record a message and start calling customers within hours, not weeks.

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Unified Routing

Altitude Xperience unified routing applies intelligent rules to both inbound and outbound calls.