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Thought Leadership

Gartner’s Hype Cycle Report Guides Contact Center Investment


Gartner has just published the “Hype Cycle for Contact Center Infrastructure, 2016”. This influential report, that we are now making available, has been helping companies match contact center investment planning with operational and business goals throughout the years.

Altitude has been identified as a sample vendor in “Universal Queue Management” and “Private Cloud Communications”. These are key categories for omnichannel customer engagement strategies. More and more companies are getting a competitive advantage from using cloud communications and universal queuing technology, within our solutions, to support voice and nonvoice channels, manage business rules and customer segmentation, integrate contact data and get better reporting.

Learn more from Gartner about technologies that have transformational or high-benefit ratings and are expected to be mature technologies within the next five years. Gartner’s Hype Cycle for Contact Center Infrastructure 2016 report can be downloaded here.

Case Study

Unitono Increases Productivity and Revenues with Altitude Solutions


Unitono is a reference in the contact center industry, with more than 5000 people working in twelve contact center platforms in different countries worldwide, and from which more than 70 million interactions take place every year

Unitono has implemented Altitude uCI solutions to manage and better integrate all customer interactions. It was looking to further integrate all contact channels with active customers (including voice; fax; email; social media; click-to-call, etc). Also, it required a more flexible technology solution to improve productivity in its operations.

“Already in the proof-of-concept phase we got very positive results, mostly from an increased ability to make a better use of our databases and to manage our data” states Pablo Gomez de Castro, Unitiono’s Executive Director. The solution’s implementation is reported to already having a positive direct impact in customer’s operations bottom line.

Unitono has over 23,000 m2 spread over the twelve contact center platforms Unitono has in different countries worldwide, and from which more than 70 million interactions take place every year. Learn more here.


Key Figures About Omnichannel Consumer Behaviours and Expectations


Customers today are multi-skilled, multi-tooled and very well connected mouthpieces for brands. Getting their customer experience right is far more complex today with the explosive use of mobile and social media in all parts of the world.

This research, focusing on South America, Central and Southern Europe, reveals that customers today are using multiple channels to contact brands and their expectations for a positive experience with every channel is growing. Check our infographic with key figures from our latest report findings.




Altitude Showcases Solutions for High-Growth Companies at Conarec


Conarec (Sao Paulo; 13-14 September) is the biggest event in Latin America dedicated to costumer experience. Altitude was in place with a booth. In there, executives could have a “sneak peek” at the new Altitude Xperience solutions, to be launched in Latin America in 4’Q, and also new tools for contact centers looking to improve contact effectiveness using automation and business and operational intelligence. You can watch videos from “Consumidor Moderno” with interviews in Conarec with our CEO Alfredo Redondo (in Spanish), and Latin America President, Frederico Dias, (in Portuguese).


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