Altitude Unified Solution

Overview

One Platform. Every Channel. Every Agent.

Altitude Unified Solution brings together every customer interaction — regardless of channel — into a single, powerful agent workspace. Agents see the full customer journey, supervisors get real-time visibility, and managers get actionable analytics.

Unified agent desktop for voice, email, chat, social & SMS
Real-time supervisor dashboards and wallboards
Intelligent routing based on skills, priority, and context
Full customer interaction history across all channels
Seamless CRM integration — Salesforce, Dynamics, SAP & more
on-premises, cloud, or hybrid deployment

Voice

Chat

Social

SMS

📞 Priya Sharma — Billing Query● Live

💬 Rahul M — Product SupportQueued

✉️ Anita K — Account UpdateResolved

📱 Vijay R — ComplaintQueued

Features

Everything Your Contact Centre Needs

Altitude Unified Solution covers every aspect of modern contact centre operations in one fully integrated platform.

🎯

Intelligent Routing

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

📊

Real-Time Analytics

Live dashboards and wallboards give supervisors instant visibility into queue status, agent performance, and SLA compliance.

🔗

Omnichannel Continuity

Customers can switch channels mid-interaction without losing context. Agents see the full journey in a single timeline.

🤖

AI-Assisted Agents

Real-time agent assist, auto-summarisation, next-best-action suggestions, and sentiment analysis powered by AI.

📋

Script & Workflow Builder

Visual drag-and-drop tools to build agent scripts, call flows, and automated workflows — no coding required.

📅

Workforce Management

Integrated scheduling, forecasting, and adherence tracking to keep your team optimally staffed at all times.

🏆

Quality Management

Built-in quality scoring, call evaluation forms, and agent coaching workflows to continuously improve performance.

🔐

Security & Compliance

Role-based access, audit trails, PCI DSS support, GDPR tools, and DPDP Act compliance for India deployments.

☁️

Flexible Deployment

Deploy on-premises, in the cloud, or in a hybrid model. Migrate at your own pace with zero disruption.

How It Works

Designed for Agents, Supervisors & Managers

Every role gets a purpose-built view. Agents focus on the customer. Supervisors monitor and coach in real-time. Managers analyse trends and optimise operations — all within a single platform.

Agent desktop with interaction history, scripts, and CRM data
Supervisor console with live monitoring and barge-in capability
Management reporting with 200+ out-of-the-box KPIs
API-first architecture for easy custom integrations

Agent View

Full customer profile, interaction history, AI suggestions, and CRM data — all in one screen.

Supervisor Console

Live queue stats, agent status, barge-in, whisper coaching, and real-time alerts.

Management Reporting

Historical reports, trend analysis, SLA tracking, and executive dashboards.