Altitude uCI vs. UJET

• Both inbound and outbound interactions for telephony, social media (Twitter and Facebook out of the box), email, chat and more.
• Powerful predictive dialing--gives the option to change between dialing modes without interruptions.
• Offers the possibility to load customer data and tie interactions with specific customers to get a better idea of the customer's journey.
• Offers the possibility to save interaction outcomes and present them in monitoring and reports.
• Cannot replace a corporate PBX.

Incentivized

Great value for the money. They are always releasing new features, their support team is very responsive and they care about the customer experience. Overall I would say they are working to provide a product that is valuable, useful, and intuitive. Specifically, well-suited areas include: the IVR system, routing, and configuration Areas we have not explored include the chat service and virtual agent but they seem like worthwhile tools to explore.

Incentivized

• Predictive outbound
• Offers a reliable CRM-lite option
• GDPR platform module
• Customizable reports
• Powerful IVR flows with many options
• Web-based management and agent applications available

Incentivized

• Tracking number of calls and chats everyday
• Tracking Average handle time
• View calls waiting in the queue

Incentivized

• User interface
• Offers no direct access to its database
• Support responsiveness could be better

Incentivized

• CRM integration customization
• Advanced Reporting
• SSO Integration

Incentivized

Altitude uCI offers some CRM capabilities that Genesys Cloud does not. It offers the option to store multi-dimensional interaction outcomes and presents them in reports. Altitude uCI agent scripts can be more elaborate than Genesys Could ones, and its reports are fully customizable. While Genesys Cloud is moving toward that direction, it still doesn't offer the level of customizability Altitude Xperience does.

Incentivized

UJET is better when it comes to tracking AHT and the number of interactions. It also provides us with real-time CSAT

Incentivized

• Reliable prediction improves productivity
• Multichannel integration offers an all-in-one solution
• Offers its own custom-made PBX solution that is more reasonably priced than standalone PBX solutions
• Can work with existing corporate PBXs (Cisco, Alcatel, Avaya)

Incentivized

• There were a few system outages, they have since implemented a business continuity plan
• Their onboarding support was really good
• They built out an integration to Assembled which is great for workforce management

Incentivized