Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, is announcing today the integration of LiveChat with Altitude Xperience Proactive, a flexible contact center solution with features and service plans fit for customer-centric businesses aiming for growth.
Altitude Xperience Proactive out-of-the-box integration with LiveChat creates a powerful new channel in the contact center for companies to reach out and help customers. Recent research (1) shows chat and messaging growing from 6% in 2016 to 16% of contacts by 2019, with studies (2) showing that faster response and improved first contact resolution are perceived as key benefits of using chat.
In a sales scenario, chat can help answer questions to drive higher rates of purchase and engagement, increasing customer value. In a customer care scenario, chat leads to shorter contact resolution times, and improves the customer experience, influencing loyalty and retention.
Customers demand for live chat continues to grow
“The integration of a powerful chat tool in the contact center improves first contact resolution, removes complexity in the interaction and improves agent productivity” states Jesus Cuadrado, Chief Marketing Officer at Altitude. “In the context of ecommerce and digital-first companies, chat is a critical channel for its convenience and efficiency. Consumers value the availability of chat live support in online purchases and requests”.
The Altitude Xperience Proactive solution provides a software solution for companies that want to operate a contact center with next to no infrastructure, that is simple to set-up, easy to operate, secure and highly-scalable, with competitive and very flexible costs. Features include agent and supervisor web desktop; inbound and outbound voice with callback; outbound (predictive dialer) and inbound tools (routing); email; TCPA compliance and SSL encryption, etc.
Chat integration in the contact center increases sales and first contact resolution
The availability of chat integrated with Altitude Xperience provides companies with a real-time communication channel in the website that improves first contact resolution and enables sales. It can keep information of all individual customer interactions together and make them available to agents, that become more effective and productive.
Altitude Xperience Proactive out-of-the box integration with LiveChat is simple to configure, synchronizes visitor chat information and agent status, allows to view LiveChat information in the Altitude interface, provides powerful analytics and is easy to manage. LiveChat is a real-time, live-chat software tool with over 20.000 customers in 140 countries.
The Altitude Xperience Proactive advanced functionality, high scalability, setup simplicity and flexible subscription plans, enable accelerated business impact. Companies immediately benefit from using enterprise-class tools and features in a flexible, secure and scalable cloud environment.
Altitude Software direct presence through 12 offices in four continents and a strong partner network ensure that Altitude costumers leverage existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership. More than 1100 companies in 80 countries around the world use 300.000 licenses of Altitude uCI solution, a robust, modular software suite that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards.
(1) Deloitte 2017 global contact center survey. https://www2.deloitte.com/us/en/pages/operations/articles/global-contact-center-survey.html
(2) LIveChat customer service report 2017. https://www.livechatinc.com/livechat-resources/customer-service-report-2017/