Contact Center Management Solutions

Altitude uCI™(Unified Customer Interaction)

It’s an IP based, contact center management solution that enables you to manage all customer interactions – Voice, VoIP, Email, SMS/ MMS, Fax, Messaging or Web – and resulting activities in a unified environment.

Altitude uCI™ was designed to speed up your operations, while simplifying the contact center management complexity, since it increases productivity, reduces operational efforts, and, ultimately, raise customer satisfaction levels.

Altitude Software delivers a complete suite of modular solutions that enable companies to automatically respond to changing business needs, improve the overall customer service and achieve a significant return on investment.

Mellon has significant experience and a highly trained software team in Greece, Cyprus and the CESEE for the develpment of contact centers (inhouse and outsource).

Mellon offers Altitude’s award-wining solution to help leading organisations improve their relationship with customers, handle mission critical business processes, develop new communication channels, reduce operating costs, ensure legislation compliance, and achieve excellence in customer interaction.

Benefits:

  • Complete contact center suit
  • Modular solution, adds functionality as the contact center develops
  • Consistent management of all activities
  • Intelligent predictive dialer with skill-based distribution for preview/power dialer.
  • Rapid application development environment
  • Business performance management
  • Highly scalable (from ten to thousands of agents)

What’s unique about Altitude uCI™ compared to the competition is:

  • from IVR, to Routing, to Desktop creation, Workflow, Telemarketing, Recording rules, etc,
  • we have a suite of modules to deploy selectively
  • as a true suite, all can be done learning one tool /one class
  • proven vendor independence, add/change platforms on the fly
  • predictive Dialer winning Industry awards since 1995
  • the only suite with a single language+editor to manage all modules requires less IT
  • complexity, so you get faster deployment & changes
  • 7 of 10 top outsourcers in Europe & Latin America chose Altitude uCI™
  • from 15 to 5.000 agent operations, we have been doing it for 20 years

Customer Interaction Center™ (CIC)

It’s an all-in-one IP communications software suite from Interactive Intelligence that provides multichannel contact centre automation functionality for mid-size to large organizations. CIC is a powerful, multichannel, easy-to-integrate platform, offered either as a cloud or on-premise solution. CIC is ideal for demanding contact centre implementations where size, volume and functionalities prohibit less integrated solutions. It seamlessly manages all inbound and outbound interactions offering all possible contact options; from voice and email to chat and SMS. The platform automates queuing and routing processes. This way, customers are quickly transferred to the most appropriate agent, enhancing the customer experience. What’s more, it offers real-time monitoring and full-time operational visibility, increasing the level of accuracy of contact centres’ forecasts and schedules. Contact centres can also benefit from CIC’s scalability as it can easily be upgraded to meet their changing needs with a variety of intelligent modules.

Interaction Process Automation™ (IPA)

It’s a communications-based process automation application from Interactive Intelligence that applies proven contact centre technologies to capture, prioritize, route, escalate, track and manage work throughout the entire business process lifecycle for enterprises and contact centers. It unifies the most complicated workflows by capturing, prioritizing, routing, escalating, monitoring, and managing processes throughout the entire lifecycle. Among the benefits of deploying this solution are the greater operational performance thanks to the real-time reports for every step of the process and the improved connection between the contact centre’s employees and customers.

Contact Center Pay-as-a-Service

Mellon’s Contact Center Pay-as-a-Service proposition takes advantage of a cloud computing environment to allow businesses to subscribe to and rapidly deploy core applications, with easier manageability and less maintenance, and adjust more readily to fluctuating and unpredictable business demand.

With Mellon’s Contact Center Pay-as-a-Service proposition, you have unlimited access to state of the art infrastructure, servers and tools that will allow you to run your campaigns in the most efficient and cost-effective way.

No upfront investments, no capital expenditure, no overheads and no need for internal support departments – Billing is based on usage, allowing for variable pricing and shifts with business conditions.