Global contact center solutions vendor Altitude Software and KIVA Group announced today a tightly integrated solution that enables community and regional financial institutions to successfully execute a unified multi-channel strategy for transaction processing, service delivery and customer relationship management (CRM).
The result of years of close collaboration, the combined Altitude and KIVA offering empowers branch and call center agents and managers with the sales and service capabilities crucial to cultivating profitable customer/member relationships. Altitude's contact center technology and KIVA's powerful suite of applications are brought together on a common, Microsoft .Net architecture, giving banks and credit unions a flexible and highly scalable platform for automating processes and attaining unprecedented access to all of the data vital to true CRM.
"Altitude's unified Customer Interaction technology enables KIVA's RespectTM software to reach a level of Customer Experience Management that exceeds everything else in the market today," said Michael Baker, president and founder, KIVA Group, Inc. "Not only do KIVA's software applications enable our clients to consistently deliver service to the traditional contact channels, they also give institutions the ability to blend a distinct, highly personalized sales approach into each customer interaction, especially face-to-face in branch offices."
KIVA Group's Respect 7 solutions eliminate the barriers small to mid-tier institutions commonly face in delivering consistent service across all customer/member touch points - branch, teller, phone, IVR, internet and call center. KIVA solutions help banks and credit unions break down information "silos" by connecting all the customer, product, transaction and services information they need to create a more satisfying experience with each interaction and engage in service-based selling.
"The Altitude/KIVA offering delivers compelling advantages for community financial institutions seeking to optimize their delivery channels," stated Mark Lepko, president, Altitude Software North America. "We give them the open, Web-based platform and technology capabilities they need to differentiate their institutions and generate growth opportunities through excellent service. Clients also benefit from the companies' combined expert knowledge of industry requirements."
The Altitude uCI is a suite of contact center software solutions that provides financial institutions with a SIP-based multimedia call center solution and a wealth of advanced features, including unified desktops, routing, reporting, dialing, voice portal, management and open integration via Web services and/or Altitude connectors. The Altitude uCI architecture is unique to the industry with a single language and editor to manage all media interactions across all channels, to create voice menus, routing and recording rules, agent screens and outbound scripts, among others.