Mellon Group of Companies | Contact Centre Software Solutions

Altitude Xperience: Complete Contact Center Software Solution

The Altitude Xperience suite is a complete, modular contact center software solution that provides all the functionality required to provide customers with the best experience.

The modularity of the contact center software solution allows contact centers to grow according to business needs, avoiding significant upfront investments. Whether you use all the modules, just part of the solution, or use it for 10 or 100 agents, Altitude Xperience, our modular contact center software, gives you the ability to engage with your customers and provide them with outstanding service.

Agent Desktop
Altitude Agent Desktop supports all communication channels available to customers and enables agents to provide quick, correct and consistent answers regardless of the channel.

Dialer
Altitude Dialer leverages customer information to determine the best time and phone type to successfully call a contact, taking into consideration the available human resources and compliance with legislation.

Door to Door
Altitude Door to Door is a mobile application created to help perform external interactions with customers.

Management Portal
Altitude Management Portal is a web-based application to manage and monitor multimedia contact center operations, performance, and the outcome of activities in real time.

Mobility
With Altitude Mobility interactions from mobile apps are placed in a unified queue and distributed to agents according to priorities and other defined rules.

Multimedia
Altitude Multimedia contact center software offers a variety of channels, from the traditional phone, to self-service apps and IVR up to social media and blogging.

Recorder
Altitude Recorder enables contact centers to record calls for multiple reasons, such as checking regulatory compliance, monitoring employee performance and ensuring customer satisfaction.

Enterprise Recording
Altitude Enterprise Recording records the voice and the screens of agents and saves it together with the associated metadata.

Router
Altitude Unified Router is a multimedia, software-based intelligent routing system that is part of the Altitude contact center software and allows contact center management to improve service.

Social Media
Altitude Social Media contact center software allows companies to make social media part of their customer service strategy.

Scripting Studio
Altitude Scripting Studio contact center software is a unique and single development application to build agent, IVR, routing, and workflow scripts.

Strategy Center
Altitude Strategy Center contact center software enables an automated dialing process that improves business results by choosing the right contacts to dial at the right time and aligns the dialing process with business goals.

Visual Configuration & Supervision
Altitude Visual & Configuration Supervision provides your contact center with visual routing of multimedia interactions.

Visual IP (Interaction Processing)
Altitude Visual IP empowers your contact center operations to visually change the flow of the script, in real time, to meet the dynamic changes of any business.

Voice Portal
Altitude Voice Portal allows speech-enabled and touch-tone access to business applications, such as self-service customer care and outbound notification, improving customer experience and contact center performance.

Workflow
Altitude Workflow contact center software grants the contact center access to the workflows of the entire organization and guarantees that tasks delivered to agents have consistent information about the whole process.

PureConnect

PureConnect is a unique all-in-one multichannel engagement offering that is simple to administer, flexible and tailorable with comprehensive services for mid-sized to large organizations, available to run both on-premise or in the cloud.

Features & Benefits

Connect with your customers with multichannel routing–phone, email, chat, digital channels, even screen share video and co-browsing. PureConnect has voice self-service, excellent integrated routing tools, and outbound dialing with industry-leading detection. It also offers a range of integrations with Salesforce and other CRM tools.
Manage your teams with supervisor views and tools: workforce management (WFO/WFM), with quality management, recordings and skills-based routing. If you have structured processes, PureConnect has custom process tools to go further and faster with Interaction Process Automation (IPA).
PureConnect is built to integrate with all your other systems. We have off-the-shelf integrations with CRMs from Salesforce to Oracle to Microsoft, with many workforce management tools and all kinds of communications systems. If you have structured processes, PureConnect has custom process tools to go further and faster with Interaction Process Automation (IPA) or Eccentex Case Management.
Understand your business better with real-time and historical reports that extend across voice and digital channels. Now, you can see how your customers are really using your systems. Full data integration with your third-party CRM tools makes them work better, too.

PureCloud

PureCloud is built for the contact center customer that doesn’t want to deal with complex configuration and deployment. The platform scales automatically so that you can focus on providing business value to your customers. The PureCloud multi-tenant cloud offering is constantly being improved because the platform was architected for continuous delivery of new features—no upgrade installations required.

Benefits

Rapid innovation
Scales seamlessly
Unwavering reliability
Incredible simplicity
Modern user interface
Deploys in days
Integration ecosystem
Omnichannel

Web Conferencing Platform

With enterprise-grade video quality, healthcare-grade privacy and patented routing technology, your users will experience true conversational video with crystal clarity. Vidyo delivers industry-leading performance at the highest end of the quality spectrum. Powered by a global footprint of data centers, it provides high availability, low latency and managed Internet route optimization.

01. Rock-Solid Reliability

We deliver maximum uptime, and continuously optimized video delivers the best possible quality in every situation.

02. Patented Routing Technology

Only VidyoCloud provides both temporal and spatial scalability, adjusting the frame rate and resolution to precisely target the best experience for your device.

03. Global Footprint

Strategically located in four continents around the world, our platform provides regional proximity as well as automatic redundancy.

Liveview & Co-browsing

Provide better and effective customer support by getting a real-time collaboration on your customer’s screen. Support agents can work together with customers to fill in forms, change account settings or purchase items online.

Access your customer’s web screen instantly with single click co-browse and no other URL’s, downloads, installations or embedded codes required. The whole process is completely encrypted and secured. Sensitive information is masked and are never seen by the agent.

Better conversions
Engaging with customers at the right time and guiding them through the process can make a huge difference to conversion rates and repeat sales.

Create loyal customers
Showing customers you are willing to go that step further for them to make sure they have the best experience has a natural impact on their loyalty and promotes repeats visits.

Private Browsing
If the agent or the visitor do not want the other party (or parties) in a session to see what is being browsed they can hide the browser content from the other party.

Field Masking
Protect passwords and sensitive information through simple tagging of the instrumented web application.

Draw or highlight
Mark mode enables you to draw or highlight on the visitors webpage—all in real time.

Conceptus Debt Collection Software

Developed in-house, Conceptus Debt Collection Software is a fully customizable solution able to incorporate the most complex policies and business rules. With Conceptus, the customer has a powerful tool for designing, executing, assessing and modifying debt management strategies.

What differentiates Conceptus Debt Collection Software from other collections systems and applications is that it has been developed by a leading collections agency and thus incorporates unique insight, know-how and experience.

Conceptus is offered either as Software as a Service (SaaS), addressing the needs of small offices of up to 20 workstations or as Software License Agreement (SLA) for larger organizations.

Features

Lightweight Ajax based web interface minimizes the response time.
Open and expandable software architecture: uses dynamic screens, user defined fields, additional user modules, etc.
Fully Fledged security features (password encryption, user roles, data hiding, Stealth, audit log).
Flexible workflow strategies for portfolio segmentation.
Robust and distributed Infrastructure (easy to set a COB Plan, Minimal downtime).
External Systems: Import and export from other databases (automated procedures).
Dialer Integrated with Altitude UCI including custom dialing methodology.
Real time monitoring tools for the supervisor of agent work.
Multi segmentation capabilities; customized for effective monitoring and decision making.
Bucket flow monitoring.
Supports all delinquencies (early, medium, late, write off, legal etc.) and all products.
Flexible and effective Reporting tool.
Multilingual & multi currency.
User friendly interface/design.