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.