Virtual Contact Center

Multiple locations, one face to the customer

Virtual contact centers are a win-win. Customers get consistent service. You optimize costs by leveraging distributed centers for extended hours, system reliability and redundancy.

The virtualized solution

Virtualization allows you to present a single face to the customer while taking advantage of the benefits of multiple locations. You can better load balance, for example, if you have an agent pool spanning time zones. You can build redundancy into the system, so that if something fails in the primary system it will roll to another location without interruption. At-home agents can be used to fill in the schedule, even taking on ad hoc hours in response to sudden peaks of activity.

Our virtual contact center solutions begin with discovery sessions, where we work with you to understand where you are and where you want to be. Our consultants share best practices and gather insights that emerge as multiple departments and different roles participate in the process.

Our design team takes the learnings from discovery and creates a detailed recommendation of technology and processes to incorporate into your solution. Implementation follows on the heels of design, putting everything in place to ensure solution success, including connection to your infrastructure, configuring software and processes, and training. After rollout our support team takes over to ensure smooth transition to full production.

Measurable improvement

Our solutions provide measurable improvement. During design we establish specific improvement goals. Performance is measured before and after implementation to ensure that goals are met. We are not done until that improvement is achieved.

Contact center functionality

Altivon contact center solutions feature a rich set of capabilities:

• Self-Service
  • Call IVR and Visual IVR
  • Voicebots and Chatbots
• Digital Channels
  • Web chat, email and messaging
  • Social Media
  • Co-browse
  • Proactive web engagement
• Inbound Communications
  • Queue-based call routing
  • AI-driven call routing
  • Agent desktop screen-pop
  • Automated customer callback
  • Video call
• Outbound Communications
  • Dialing (Progressive, Predictive and Preview)
  • Automated customer callback
  • SMS notifications and push notifications for mobile
  • Outbound using email
• Workforce Management
  • Forecasting & scheduling
  • Long term planning & budgeting
  • Recording and surveys
  • Quality and compliance management
  • Outsourcer management
  • Interaction analytics
  • Training
  • Agent assistance
• Integrations
  • CRM & HR integration
  • WFM integration
  • Voice systems
  • Knowledge management
  • Business communications
  • Pre-built integrations
• Insights
  • Omnichannel Reporting
  • KPI Insights
  • Journey Tracking

Learn more about Altivon products and services.

Contact center technology partners

from our customers

Altivon proved to be extremely knowledgeable and up to the challenge of supporting our team. Their focus and dedication to the Interactive Intelligence product really shows.