Altivon: Fostering the optimal Customer Experience

Bruce Andersen, President & CEO Over the last three decades, contact centers have grown in form and complexity—fundamentally transforming the nature of customer engagement. As the adoption of digital devices and perpetual connectivity altered customer communications, traditional-voice based channels have evolved into modern-day multi-channel contact centers, integrating chat, mobile, video and social media among others. Adding to the complexity is that customers will often move between channels for the same interaction and expect companies to be able to manage that reality including customer journeys that often start on the corporate website. Combining right channel strategy and proactive contact, companies today can focus their attention on improving the customer experience, by adding a human touch in along the mostly digital path – at the right time and in the right way. “Since our inception in 1989, our key differentiator has been to understand the pressing needs of the end customer in a given scenario and ensuring that the solutions are designed for enhancing and optimizing the customer experience,” explains Bruce Andersen, President and CEO, Altivon. Taking best in class technology in the customer interaction management (CIM) space and translating them into top-notch solutions, Altivon designs, develops, and deploys high value contact center solutions that enable organizations to deliver the best customer experience.

A Blend of Best Practices and Objectivity

Altivon’s all-in-one contact center solution (based upon either Interactive Intelligence or Genesys technology stacks) integrates applications from multi-channel routing to self-service voice response, to quality management and workforce management and beyond spanning the complete spectrum of functionality-required within a contact center. “With traditional solutions based upon technology silos, companies spend too much time on integration and multi-vendor management. However, the all-in-one solution enables them to focus on the business of customer experience, as opposed to running a contact center platform. This allows us to be responsive to client’s higher level business requirements,” explains Frank Tersigni, Chief Customer Officer, Altivon. However, even the best technology platform requires an organization with deep expertise, focus, experience and time tested processes to deliver against a company’s customer interaction needs both in the short term and over the long run.

While contact centers can produce a real competitive edge to enterprises today, those responsible for delivering the customer experience often struggle between functional and technical challenges. On the functional side, there is an increasing need to respond to the quickly changing business requirements caused by massive disruption in the nature of customer interactions. This includes providing a choice of media, increasing desire to self-serve, and a demand for reduced effort. On the technical front, the relatively recent availability of cloud based solutions challenge CIOs with an increasingly complex number of deployment architectures, often backed by a number of ‘promises’ from vendors. These promises may or may not be appropriate—where the nature of the application needs to be taken into consideration in making a deployment architecture decision with consideration being given to factors such as privacy, compliance, reliability, customizability, analytics, and desired control. “These factors differ from a contact center solution to an email solution,” says Andersen. In this scenario, Altivon’s dedication to contact center space and agnostic approach to deployment options enable the firm to bring advice, best practices, and objectivity to the game. “The key prerequisite for Altivon is to be given the opportunity to truly understand the business and technical challenges, in order to be prescriptive,” says Tersigni.