Altitude Xperience Features
What are the features of Altitude Xperience?
Functions
- Session Routing
- Session Queuing
- Concurrent Calling
Administrative
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
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Altitude Xperience Categories on G2
Filter for Features
Dialing Options
Preview Dialing | Presents information about the individual being called before the call begins. | Not enough data | |
Progressive Dialing | Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. | Not enough data | |
Predictive Dialer | Uses an algorithim to predictive when an operator will be available to handle their next call. | Not enough data |
Agent Tools
Omnichannel | Ensures that the caller experience is seamless across their entire call. | Not enough data | |
Whisper Coaching | Allows a supervisor to listen to a call and train in real time. | Not enough data | |
Callback Scheduling | Reschedules calls within the software itself, either through a prompt or by the agent themselves. | Not enough data | |
Call Recording | Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. | Not enough data |
Automation
Voice Activity Detection | Decides response type by determining if voice is a human response or an answering machine. | Not enough data | |
Voice Broadcast | Presents a prerecorded audio message when the call is answered. | Not enough data | |
Interactive Voice Response (IVR) | Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. | Not enough data | |
Call Scrubbing | Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. | Not enough data | |
API / Integrations | Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. | Not enough data |
Channels
Voice | Provides voice call functionality. | Not enough data | |
Social | Provides an interface for one or more social media channels. | Not enough data | |
Web Chat | Includes or integrates with live chat initiaited from the company's web site. | Not enough data | |
Mobile SMS | Accepts contacts initiated through SMS or other mobile text functions. | Not enough data | |
Allows CSRs to receive and answer customer emails. | Not enough data |
Functions
Session Routing | Based on 24 Altitude Xperience reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. | 83% (Based on 24 reviews) | |
Session Queuing | Based on 25 Altitude Xperience reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available. | 81% (Based on 25 reviews) | |
Concurrent Calling | Based on 21 Altitude Xperience reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | 83% (Based on 21 reviews) | |
Speech Analytics | Provides some level of analytics based on keywords and vocal tones. | Not enough data | |
Auto Dialer | Has auto dialing or predictive dialing functions for outbound use. | Not enough data | |
IVR | Includes an interactive phone menu. | Not enough data | |
Inbound Screen Pop | Populates CSR's screen with available customer data. | Not enough data | |
Persistent Data | Maintains and shares information across channels and agents as the case progresses. | Not enough data |
Administrative
Session Summary Notes | Based on 19 Altitude Xperience reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | 82% (Based on 19 reviews) | |
Administrator Access | Based on 25 Altitude Xperience reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. | 81% (Based on 25 reviews) | |
Reporting & Dashboards | Based on 26 Altitude Xperience reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | 71% (Based on 26 reviews) | |
Session Recording | Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | Not enough data | |
Agent Scheduling and Assignment | Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | Not enough data |
Workforce Management
Agent Availability | Offers complete visibility into agent availability to efficiently create and manage schedules. | Not enough data | |
Skills Management | Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. | Not enough data | |
Shift Scheduling | Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. | Not enough data | |
Agent Self-Service | Allows agents to set their own preferences, request time off, and trade shifts. | Not enough data |
Administration
Automation | Automates some or all operation related tasks | Not enough data | |
Performance Analysis | Monitors call volume and quality to evaluate agent performance. | Not enough data | |
Dashboards | Has a centralized dashboard for users to interact with. | Not enough data | |
Forecasting | Forecasts scheduling needs based on historical data. | Not enough data | |
Intraday Management | Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. | Not enough data |
