Altitude uCI--a good all-in-one solution for your contact center
Rating: 9 out of 10
February 24, 2021
Vetted Review
8 years of experience
We are resellers and integrators of Altitude uCI. We provide the platform to a wide range of customers with a focus on banks for inbound support and collection services. We use Altitude uCI in our in-house contact center as well, for promotions and collection services. We use inbound campaigns for email and calls by utilizing Altitude uCI's IVR scripts. We mainly use predictive outbound, but also preview dialing on some occasions.
For the customers we have sold the solution to, we have made integrations for popular CRM platforms, like Microsoft Dynamics and Salesforce as well as custom-made in-house CRMs. Our customers, through Altitude Xperience, use omnichannel solutions with calls, emails, chat and Facebook/Twitter integrations. They also create and customize their agent scripts and IVR flows for all channels of interactions.
For the customers we have sold the solution to, we have made integrations for popular CRM platforms, like Microsoft Dynamics and Salesforce as well as custom-made in-house CRMs. Our customers, through Altitude Xperience, use omnichannel solutions with calls, emails, chat and Facebook/Twitter integrations. They also create and customize their agent scripts and IVR flows for all channels of interactions.
- 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
Cons
- User interface
- Offers no direct access to its database
- Support responsiveness could be better
96.92307692307692%
9.7
74.44444444444444%
7.4
N/A
N/A
N/A
N/A
- 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)
- Genesys Cloud (formerly PureCloud)
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.