Altitude uCI--a good all-in-one solution for your contact center
February 24, 2021

Altitude uCI--a good all-in-one solution for your contact center

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source

Overall Satisfaction with Altitude uCI

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

Do you think Altitude uCI delivers good value for the price?

Yes

Are you happy with Altitude uCI's feature set?

Yes

Did Altitude uCI live up to sales and marketing promises?

Yes

Did implementation of Altitude uCI go as expected?

Yes

Would you buy Altitude uCI again?

Yes

  • 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.

Altitude Feature Ratings

Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
9
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
9
Call analytics
8
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated