As customer service resources become more and more decentralised, the concept of a Unified Interaction Network is more appropriate than the legacy contact centre concept. This notion is no longer futuristic. Ovum Research predicts that by 2005, nearly 35 percent of contact centre seats will be networked.

Altitude Unified Interaction Network (uIN) solution extends customer service capabilities across the entire organisation, expanding the contact centre resources by treating distributed sites and human resources as a unique virtual contact centre.
All voice, email and web interactions are intelligently routed and distributed to the most appropriate agent according to the defined business rules.

The Altitude Virtual Queue increases contact centre productivity, balances service levels and minimises waiting time. Companies can balance the total interaction volume across multiple sites and home working agents, eliminating long queues and improving customer service.

Altitude Unified Interaction Network solution seamlessly expands the customer service discipline of front-office onto the back-office (internal departments), other sites, outsourcers and even to suppliers and partners -the value added network.
Altitudes solution allows you to run a complex contact network with multiple locations and different ACD switches.