Altitude Software has partnered with Comways, a provider of integrated solutions for contact centers, to integrated chatbots and voicebots on a case management solution fully integrated with Altitude's omnichannel customer interaction solutions.
Comways' Case Manager solution delivers automated and customized end-to-end customer engagement workflows. It allows customer service to create, classify, and manage cases and activities identified by customer, across channels.
Case Manager is now available with artificial intelligence features, in a bundled offering with Altitude, that enhances customer experience and contact center performance.
The Case Manager solution allows the following:
- Synergy between chat/voice bots and humans;
- 360-degree view, as front- and back-office users can view all case details for any customer's lifecycle/history;
- Case Entity, with all conversations and activities associated to specific customer engagements and managed/tracked as unique cases; and
- Support for multiple languages, including English, French, and Dutch.
"The Case Manager helps organizations deliver personalized and engaging customer experience with smart technology and easy integration and customization," said David Azoulay, Comways' managing partner, in a statement. "Together with Altitude proven solutions, it eliminates complexity and provides organizations with the flexibility to scale at a pace that delivers business results before making investments."
"This solution increases both customers' and agents' satisfaction," said Eric Pénisson, executive vice president for business development, channels, and alliances at Altitude, in a statement. "The contact center is key to the delivery of a great customer service experience. Modern contact center, business automation, and case management technologies can help to make sure agents are equipped to respond in the manner customers demand."
Altitude Xperience is an omnichannel customer engagement suite that includes a universal queue for all media types and a smart engine for routing based on skills, context, and priorities. It offers agents a unified omnichannel access to all customer interactions and provides managers with a portal, accessible from anywhere, allowing real-time monitoring of contact center operations and the customer experience.