Contact centres have to deal with fairlycomplex situations. The customer mustconsider inbound and outbound channels,email, collaboration, web chat, andInteractive Voice Response units whendeploying a modern contact centre.Integration of all channels is essential toprovide a unified view to the contact centrecustomers.

Dynamic

Return On Investment

Altitude uCISolution Benefits

Providing a unified view to thecontact centre users

The Altitude uCI solution provides an out-of-the-box

modular integration of all channels and functionality to

create a large number of benefits. These benefits can be

classified as cost benefits and revenue benefits. All these

benefits are achieved through the implementation of an

Altitude uCI contact centre platform. When the specific

needs of the contact centre and the profile of the customers

are considered, other business benefits can still be achieved,

such as:

� Increased sales volume

� Increased first call resolution rates

� Increased average return per interaction

� Increased number of interactions in the most cost

effective channels.

� Reduced monthly salary costs for agents, supervisors,

and campaign developers

� Reduced training and hiring costs

� Reduced monthly turnover rates

� Reduced communication costs

� Reduced average cost per contact

� Reduced service support costs

� Reduced number of abandoned calls

� Reduced maintenance and deployment costs

Inbound

Outbound

IVR

Email

Collaboration

CostBenefits

RevenueBenefits

OtherBenefits

Benefits

uSupervisor

Cash-flow

Reduced CostsCash-flow

Increase RevenuesCash-flow

AditionalCash-flow

ROI

Inbound

Cost Benefits:

� Decreased answering time for inbound calls due to better routing

� Decreased talking time for inbound calls due to the integration of call and data

� Increased number of answered calls due to better routing and agent availability

� Reduced channel escalation (and cost) due to the reduced number of abandoned calls

� Reduced misrouted calls due to skills-based routing.

Revenue Benefits:

� Increased volume of sales due to a higher number of answered calls.

Other Benefits:

� Increased quality service: customers provide their identification only once regardless of the transferencies

of the call

� Increased requested service

� Maximized opportunities to cross and up sell

� Increased customer satisfaction.

Outbound

Cost Benefits:

� Increased efficiency of agents by eliminating the time to dial the phone number

� Increased dialling efficiency due to Altitude Software's industry praised predictive dialling algorithm

� Improved capacity to reach people due to the dial rules mechanism

� Increased efficiency of agents due to enhanced machine detection

� Reduced duration of calls due to easily customisable guiding scripts

� Reduced call costs per due to optimised trunk selection and reduced call duration

� Reduced maintenance costs due to campaign creation process

� Better agent control due to supervising tools.

Revenue Benefits:

� Increased sales volume due to increased number of outbound calls

� Reduced cost per contact and per effective sale

� Increased success rate due to agents following the script (not accounted for).

Blending

� The same agent can perform inbound and outbound calls at the same time

� The same agent can work in several campaigns at the same time

� Easy to get in touch with the target

� Cope with legislation constraints

Dynamic Return On Investment

Altitude uCI solution benefitsorganized by channels and functionality

altitudeuCI

Dynamic Return On Investment

IVRCost Benefits:

� Decreased number of agents needed, since part of the calls are handled by the IVR

� Decreased number of abandoned calls due to lower waiting time (inbound)

� Increased number of answered calls due to the number of calls handled by the IVR

� Reduced time per call due to extra automation on business operations

� Reduced time per call, since the customer ID and service request are identified up

Revenue Benefits:

� Decreased call costs due to IVR automation

� Increased number of transactions due to a higher call volume.

Other Benefits:

� Safe PIN introduction (agents do not see the PIN)

� Comply with legislation

� Increase first call resolution rates due to intelligent routines

EmailCost Benefits:

� Increased agent efficiency due to push technology (emails are pushed to the agent's desktop)

� Increased agent efficiency due to supervision tools (namely alarms)

� Decreased answering time due to efficient answering tools (FAQ's, answer templates)

� Increased agent efficiency due to integrated routing of all channels

� Decreased number of emails to be handled due to effective filtering.

Revenue Benefits:

� Increased gross margin per handled emails due to cross-selling templates (not accounted for).

Other Benefits:

� Garantee service levels

� Leverage skills based routing

CollaborationCost Benefits:

� Decreased number of service support calls due to training on the self-service usage.

Revenue Benefits:

� Sales representatives can support the sales efforts in the eCommerce site of the organization

Other Benefits:

� Decreased number of abandoned web transactions due to escalation mechanism

� Increased success rate due to visual media support.

uSupervisorCost Benefits:

� Logging all the agent activities allows organizations to precisely reward (and increase) agent adherence

� Ability to schedule repetitive administrative tasks allows supervisors to concentrate on more creative activities

� Team concept allows the effective management of large contact centres supporting several campaigns simultaneously

� Alarms allow supervisors to act immediately on predefined situations

� Floor plans improve the capability of supervisors to monitor agents

� Simulated PBX allows better and cheaper agent training.

Revenue Benefits:

� Business call types allow supervisors to detect poor performers and improve their selling capabilities (not accounted for).

Other Benefits:

� Logging all contact centre activities allows supervisors to audit and explain abnormal situations.

Contact us for more information

For more information on the Altitude uCI visit www.altitude.com or email info@altitude.com.

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DISCLAIMER: Altitude Software makes every effort to keep all information provided on this brochure accurate and up to date. This information is provided on an �as is" basis, and Altitude Software makes no representationsor warranties of any kind with respect to this document or its contents. In addition, Altitude Software does not represent or warrant that this information is accurate, complete, or current. For availability information pleasecontact your local representative.

Achieve Fast ROI with Altitude uCI�

Capitalising on the experience and knowledge gathered from theimplementation and usage of contact centre solutions, AltitudeSoftware has developed a methodology that commits to estimatingand delivering the return on investment on the Altitude uCI contactcentre solution.

The Dynamic ROI Program (D-ROI) is an innovative initiative, whichensures that customers will have a clearly and tightly defined returnon investment when deploying the Altitude uCI solution.

The Five D's towards D-ROI:

Altitude Software can partner with your team to implement the D-ROI methodology, through a working process of five D's, as follows:

Define relevant ROI metrics and clearly estimate the potentialbenefits prior to project implementation.

Deploy the solution based on the pre-set metrics andgoals. the contact centre operations towards clear ROIachievement.

Determine how the ROI metrics evolve over time andact to ensure them.

Deliver ROI through accurate investment payback valuesand establish a clear business case for future investments.

Driv

e

Deploy

D

efine

Deliver

Determine