©Altitude Software

Altitude Enterprise Recorder

Intelligent Customer Experience Tracking for Informed Decisions & Improved Service

©Altitude Software

Agenda

Relevance of Altitude Enterprise Recorder.Market Strategy

What are we delivering.Objective vs Solution

Most relevant features.Features

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Market Strategy

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Altitude Enterprise Recorder

What Is Altitude Enterprise Recorder?

High-class recording tool to record, store and analyze voice interactions together with the associated

metadata and the screens of the agents.

Receives incoming &

outgoing voice

interactions

Records voice &

screen & the

associated

metadata

Stores all

conversation

segments to rebuild

the complete

conversation

Automatically

analyses all

conversations

Allows to improve agent

performance, to identify

new trends & ultimately

improve customer

experience

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Objective vs Solution

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Objectives vs Solutions

OBJECTIVES

SOLUTIONS

Capture all

communicationsAnalyze and

Measure

Security &

Compliance

▪ Record voice and agent screens together with the associated metadata

▪ Have an omnichannel view of all interactions between agents and customers.

▪ Customer satisfaction data is attached to the call and viewed in the interaction history.

▪ Gain valuable insights into the customer journey.

▪ Turn vast amounts or structured and unstructured data into actionable intelligence.

▪ Grade agents and generate reports for a comprehensive view of performance

▪ Advanced API and event triggers prevent archiving sensitive data and enable clients to adhere to strict security standards, such as PCI-DDS.

▪ Communications ate encrypted and user actions logged to ensure data integrity and track security leaks.

©Altitude Software

Features

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Voice and screen recording

Features

• Records and plays back

agent workstation screens

with the associated voice

interaction and additional

metadata

• Records across multiple

locations using a single

unified interface

• Records multiple monitors

per workstation

• Post-call capture continues

capturing screens for a

designated number of

seconds after a call has been

completed

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Mobile recording

Features

• Record your mobile workforce.

Captures audio interactions and

associated metadata from their

mobile devices

• Mobile calls are automatically

recorded, uploaded, stored, and

synchronized to the Altitude

Enterprise Recorder via mobile

and/or Wi-Fi networks

• The recorded data is stored

together with the records of all

other types of interactions,

offering a complete and holistic

view of all contact center

operations

©Altitude Software

Features

OMNICHANNEL

▪ Altitude Enterprise Recorder is fullyintegrated in Altitude uCI

▪ The data from Altitude EnterpriseRecorder together with the recordingsof other interaction channels, such asemail, chat, text messaging, mobileapps, social media and video givemanagers an omnichannel view of allinteractions between agents andcustomers

FLEX-SEATING

• Allows flex seating. ACD or CTIintegrations tracks agentlocation, which is ideal forcontact centers with multipleshifts where agents share a singledesk

SECURITY & COMPLIANCE

▪ Advanced API and event triggersprevent archiving of sensitive dataand enable clients to adhere tostrict security standards, such asPCI-DSS

▪ Communications are encryptedand user actions logged to certifydata integrity and track securityleaks

©Altitude Software

Storing

Features

• Automatic association of

interaction and recording even

for multiple interaction

segments. This allows to rebuild

the complete customer

experience and not have only

separate conversation segments

reflecting the agent experience

Transfer Transfer

Customer Experience

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Interaction retrieval

Features

• Finds and plays recordings

instantly using a variety of

one-click filters and

sorting parameters

• Searches for recorded calls

by date, time, duration,

agent, flag and user-

defined fields

• Offers the possibility to

attach call recordings to

emails for easy

distribution

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Docking panes

Features

• The Enterprise Recorder

user interface is made up

of docking panes that

can be customized to

suit the user's

preferences.

• Docking panes can be

resized, moved,

undocked, hidden, or

closed and re-added

later in order to fit the

specific needs or role of

any user.

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Dashboards

Features

• Dashboards offer

automatic, immediate,

up-to-the minute

information which is

refreshed at a user-

defined interval

• Dashboards are

customizable and can be

set up to monitor various

user-defined KPIs

• Interface is divided into

several docking panes

that each display a

chart, gauge, or grid

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Business analytic dashboards

Features

• Allows to add drill into

charts to evaluate

changes in processes and

to reveal the root cause

of any changes

• Allows to add user defined

limits to charts to stay

within any internal

initiatives/service level

agreements

• Offers to option to use the

State Indicator Widgets

for easy monitoring of

many metrics at the same

time

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Real-time monitoring

Features

• Allows to monitor live

calls (voice and screen)

from the desktop

• Offers the ability to

switch between agents

with just one click

• Offers the option to

playback “Last Call” and

“2nd to Last Call”

• Allows to create an agent

evaluation in real-time

• Allows to monitor and

filter key performance

indicators in real-time

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Reporting

Features

• Offers a comprehensive

view of performance and

easy-to-use drill-

down/drill-up reports for

high level overview or

detailed user summary

• Flexible, easy-to-use tool

for advanced reporting

and analysis

• Allows to play recorded

calls within a report

• Reports can be scheduled

or retrieved on-demand

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Management & control (Altitude

Manage)

Features

• Centralized management with

advanced security controls

• Allows to define user

privileges: grant full or partial

access to data for individuals,

departments or specific

groups. Users only see the

recordings and information

you want them to see and are

allowed to perform only those

tasks for which they have

permissions

• Can be used for auditing

purposes. Gives access to a

complete log of recording,

retrieval and system activities

©Altitude Software

Agent evaluation

Features

• Allows to grade agents and

generate reports for a

comprehensive view of agent,

team and contact center

performance

• Allows to score agent

performance on live or

recorded calls

• Allows to attach agent

evaluations (scorecards) with

the call recordings to share

with an agent or other

managers

• Allows multiple managers to

score a single call using the

same or varied criteria

• Offers customizable forms to

meet specific grading criteria

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Features

Speech analytics (optional)

• Speech-to-text transcripts are generated from all

recorded interactions

• Automatically analyzes 100% of recorded

interactions (vs. random sampling)

• Spots relevant keywords or phrases

• Reveals the true sentiment of both customer and

agent

• Allows to identify issues that the organization

would not know to look for

• Detects silence, pauses or holds attributable to

potential workflow issues

• Alerts agents & supervisors to customer “churn

risk” language in near real-time

• Captures actions and behavior for agent coaching

and training

• Indexes every word of every interaction, then

spots patterns in customer interactions or

identifies trends using cluster analysis – the core

to exploratory data mining

©Altitude Software

Survey (optional)

Features

• Automates customer

satisfaction and feedback

initiatives and integrates

results into Altitude uCI.

Survey results are attached to

the original phone call as

metadata

• Transfers callers directly to

the survey or utilizes

automated call backs

• Uses standard questions (key

press responses) and/or

verbatim questions (voice

recorded responses)

• Web-based templates make it

easy to design and customize

surveys

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Thank You