Altitude Xperience Reviews

The way the team is always willing to help our clients, when our final clients have many requests, the support team is always ready to solve any request. In form of giving us the reports we need, or advising us of how to tune properly the platform to reach as many calls (in outbound)

That is hard to get custom reports. When the banks and our cliensts ask us for some reports, its sometimes hard to get them easely, making us to scalate it to Altitude Support team, sometimes is about users knowlege, but sometimes is the Altitude Xperience platform that does not give us the info.

Strongly recommended, the capability of measure your hard work and boost it is whats going to make your business grow!

Indicators, we are finally getting to know our real statistics, and boosting like ever before our productivity

The response time and integration with so many third party software, integration with speech analytics and chatbots are one of the best things that the current market is improving.

Altitude has so many modules that it's really hard to find something to dislike, something that i dislike it's the documentation about the scripting, some definitions are not totally understandable

If you want a cloud solution and integrations for the company, Altitude it's one of the best for it, introducing some of the most bigger software as a ERP and totally understandable to navigate.

Most of them is business indicators, massive uploads of data and complete profile of a client through all campaigns

I like the new architecture of the product, with the concept of services and a central contact profile. Sweet!

Not be able to readily migrate my scripts and configurations to from an older version to a higher version of the product. V7 did this better :)

Well, as a call center our business is selling on the phone and Altitude Xperience makes that real easy with the scripting tools it provides. Our scripts are HTML-based and the tool makes working with HTML really easy thus providing a rich interface for our agents to work with. We believe this has helped our agents be better at what they do, selling our client's products.

The economic model of the licences is good to understand ad sell, The support of the presales area and the channel manager is excellent given that they are always willing to resolve our doubts and support us in the commercial processes. the response times are very fast

We replace the ACD of Alcatel-Lucent for the Altitude UCI solution, however we see that several basical functions required development or script, this situation generated that our offers are more expensive.

from the presale perspective I see that it is not very easy to contemplate all the components required at the service level, since there are some features that require the development of additional scripts to meet expectations that are basic for the client.

new multi-channel functionalities such as mail, chat and IVR were included which will support the university to improve contactability with students

Full engagement on all major channels used to comunicate with our customers. The possibility of working everywhere without the cost of maintaining a large infrastructure.

Being a cloud based service depends on the performance of external comunications infrastructure. Sometimes the performance can suffer from external contigenciies.

Altitude has decades of experience on this field. Its a company that keeps improving, aiming to lead the industry. I have worked with them in their earlier versions, mainly for call centers ans was impressed the evolution that they made, first to contact centers and then to a full engament services - keeping up with social media and all the major comunications providers. I believe that Altitude Xperience will bring your customers closer to you.

Having a multi channel contact center framework gives us the oportunitty to focus on business only.

The quick answer. It is very easy to contact Altitude people and involve them in our projects. The commercial people are close to our business and close to the customer. They have the capabilities to understand the customer and adapt the right price. The capacity to easyly integrate with other voice platforms.

We don's dislike anyting.

Nothing at all. It is very easy to contact Altitude people and involve them in our projects, comparing to other vendors.

Other vendors don't have the capabilities to understand the customer and adapt the right price.

To contact Altitude and visit a customer with a contact center solution.

To contact a partner like Warpcom with Altitude solutions.

Improve the business with a rapidly return on investment (ROI).

The possibility to costumize a solution

When we set it up in 2011, it was just 15 days. Then we were just running the show. No issues in Operations for 7 years.

Though there were no issues in Operations, we faced challenges in getting new requirements developed or of late (for the past 3 years at least) so issues were unanswered for months and years too. Then when we decided to upgrade - disaster struck. Altitude HQ is working on our issues right now..

Technical Knowledge of Partners to be improved.. Administrators (like me) can be provided basic training as a value add feature..

Struggling to get the features which we used in 7.5 in 8.4... Yet to see the benefits...

I like the way is possible to integrate with ther platforms.

-I think SIP protocol of Altitude is not mature and still is not flexible comparing with the evolution that this protocol has had, is not possible for a call to go back to a PBX to come, the DID will missing. The bidirectional interactions is limited because poor developt of your SIP motor.

- Need much more scripting even in basic functions, for example, automatic agents, forwardings, the chat has no names of the agent, ,

- Silverligth in uSupervisor is obsolete, u supervisor doesnt work in EDGE.

- Why is need it to restart daily the instance?.

- Altitude doesn't have some parameters for reportings, as log in or log out of the agents, and causes of log off.

- The support page looks rustic, is difficult to navigate.

- The format od download records is always G711 even if is stored in GSM.

Altitude need much more time dedication and high skills in

Chat

Have a very good interface and reporting is amazing.More over the IVR system is very advance and have all the fractures available in the market.We have been using the tool for last 5 years and never faced an issue .Never faced any downtime so far and all the upgrade activity was well ahead planed and kept is informed.

The over all licencing price was bit on the expensive side compare to the competitive items in the market,We have few issue where it was performing was slow but the response from the technical team was very good and have sorted out in no time.

Very good solution but may bit high on the pricing front

Incident management and call managment

A primeira coisa que um software de atendimento ao cliente com capacidades omnichannel pode entregar à sua operação é um poderoso suporte à múltiplos canais. Telefone, chat, email e redes sociais são os principais e, atualmente, entendendo a demanda do novo consumidor, é obrigatório compreender quais são necessários e disponibilizá-los. Isso a Altitude faz!

Não temos o que reclamar da Altitude Software.

UX.Mais que dar suporte à múltiplos canais, um software de atendimento ao cliente com capacidades omnichannel vai integrar todos eles em uma única interface. Um único operador pode atender diferentes canais de uma mesma plataforma.

The fact that, regardless of the medium that customers want to contact us with (Phone, web chat, video, twitter, email), they are all maintained and controlled within a single system , which make it easy to determine routing strategies, priorities, skills and reporting. This system is only hindered by your imagination.

I dislike the fact that we are still using Internet Explorer for the supervisory portal, but this is changing soon.

We use this system for our telesales, customer services and field admin teams, and gives us the ability to route customers to under-utilised areas of the business.

The latest updates you have made including the silverlight, chat & chat bot updates, guides the software to to a different dimension!

I didn't like the chat websocket protocol only because it has some security issues.

It's the best value for money product so far! Altitude Xperience includes a lot of features and can be integrated with easy.

By using Altitude Xperience, we have solve our business problems because the strategy center and the workflow is the most powerful tool which covers you at the maximum.

Multiple and easy integrations solutions to interact with client business applications.

Very powerful scripting development to adjust the product to customer specific needs and easy way to dynamically apply live changes to it without impacting the contact center operations

Monitoring , administration and reporting mixed on the same supervisor application with multiple and complex settings not often needed to manage or maintain the system.

Complex reporting that requires SQL skills and a good knowledge of the product metrics and entities

Complex IVR routing for all incoming calls. Calls managed by priority for multiple medical scenarios.

Automatic IVR outbound for patient appointments and reminders.

Integrations with health care applications in order to have a single view of the patient health history, medication and appointments.

El trato cercano con el cliente, el entendimiento con nuestra TI y negocio que teníamos, ahora los equipos han cambiado y esperamos no perderlo

El mantenimiento del producto/infraestructura, hay que llegar a grandes crisis para contar con recursos especializados en lugar de tener una mantenimiento preventivo y una rápido actuación de los expertos cuando hay incidencias graves

La escalabilidad, crecimiento en campañas y usuarios. En el futuro esperamos poder explotar la priorización y el flujo de trabajo

The interface and sometimes is very flexible for a cloud service. The cloud platform has a very appealing GUI. The service is very stable and it is not necessary a lot of training to work with. I love the scripting component for the cloud it is really nice and powerful.

Reports and integrations to third party components is still very limited in the cloud which is the only plataform I have been in contact. The cloud platform does not have many features and lacks integrations and APIs to integrate to third partuy apps.

No sure what this question means...

Very easy to setup a campaing and start from the scratch.

The omnichannel solution of contact centre.

It's a bite difficult to find a gap, maybe the calculate of costs.

Maybe more and more integration to omnichannel and not just like customer experience centre, moreover and insights and engagement analysis.

Within Altitude you can dedice better and faster about the main decission of your company and its communication.

La ultima version es una solucion completa para toda la gestion del agente y la comunicacion con todos los sistema de CRM

Debiera ser una solucion probada y certificada para los entornos de alta disponibilida de Windows

Is necesarry too reports

El principal problema ha sido la concordancia de los datos.

I really appreciate the availability and flexibility of the team. Also important is the knowledge they show of the product.

The product lacks a bit of innovation and GUI redesign. Comparing with some of Altitude's younger competitors, the usability and information presentations sims outdated, although with a higher functionality.

The thing is that people buy a lot with the eyes...

Mannerly I'm solving phone contact difficulties, like calls flying from one person to the another and long waiting time and callback availability.

The study environment was very friendly and the material was very useful

It can be difficult to understand the amount of details and submenus that the application presents

I found it useful to solve requests for support from altitude contact center users

Altitude has in my opinion the best solution for voice and call center.

Stable

Complete

Friendly Interface

Voip Evolution with improvement Wireless and Mobility

- Agility to talk with our clients

- Process Facility

- Problems solution

it is easy to work with. new agent setup process is simple as well

you need some experience to configure and spin up a new call center campaign. not enough documentation.

call center solution

The plataform is very flexible, customizable and complete.

In order to have all those features you need to code scripts in a propietary language. The infrastructure is complex with several servers virtualized.

Yes but......

If they are ready to commit the level of complexity, yes.

Only for large implementations, becouse so the complexity of starting up will pay by itself.

Contact Center for the citizen attention on an university.

The platform offers easy way to customize the agent screen and IVR

Very complex to configure and operate, dashboard not usual

Excellent tool but need improve support and bug corrections

I delivery Altitude Xperience to my customers, and resolve the many situations, the last installation has in the Lojas Quero Quero to resolve all difficult the customer haver to answer the final client.

The productivity, performance and support of the Solve4me team that has brought a lot of evolution in the usability of the solution.

There was a distancing and difficult contact with Altitude team, where we did not have the proper support to know and extract the best practices of the solution.

We have not yet been contacted directly to know and better evaluate

It works all the time, no crashes or glitches.

Reports, dont seem to have what we need out of the box

Call Center