Mark Smith's Analyst Perspectives

Altitude Brings Simplification to Customer Engagement for Contact Centers

Posted by Mark Smith on Nov 26, 2018 6:00:00 AM

I am happy to share some insight on Altitude drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated Altitude and 12 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and data derived from our benchmark research on contact centers in the cloud.

VentanaResearch_Contact_Center_in_the_Cloud_ValueIndex_GenericThe Value Index assessed Altitude Xperience Engagement 8.4.1 and Xperience Proactive 8.4.1, released on Dec. 31, 2017. Altitude is an internationally based contact center in the cloud provider that has been expanding its presence globally. Altitude is ranked ninth overall in the 2018 Contact Center in the Cloud Value Index.

VI_CCCloud_Vendor_AltitudeSoftware Altitude’s highest ranking is fourth in Adaptability as its adaptations and levels of integration are some of the best in the Value Index. It also placed well in Capability where it is fifth due to its sophisticated interaction capabilities. Altitude also ranks fifth in Validation, although the company could have placed higher had it supplied more in-depth information in the review process and on its website on its services and support.

Altitude’s lowest rank is in Usability where it is 11th, reflecting the quality of its support for the array of roles that use the software. The company also ranks 11th in TCO/ROI, as its documentation on depth of service and investments needs improvement. Altitude has been rapidly expanding its presence worldwide and is working with partners to help it reach its goals and deliver customer value. It provides a robust framework for ensuring the operations and continuity of its contact center in the cloud.

This research-based index is the first such industry undertaking to assess the value of software designed specifically for enabling a contact center in the cloud. You can learn more about Altitude and others in our Value Index as an effective vendor selection and RFI/RFP tool and can read the whole Value Index report.

Mark Smith
CEO & Chief Research Officer

Get the full picture Read the Contact Center in the Cloud Value Index report

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Mark Smith

Written by Mark Smith

Mark is responsible for the overall direction of Ventana Research and drives the global research agenda covering both business and technology areas. He defined the blueprint for Information Management and Performance Management as the linking together of people, processes, information and technology across organizations to drive effective results. Mark is an expert in technology for business from Performance Management, Business Intelligence, Analytics to Information Management across finance, operations and IT. Mark has held CMO, product development and research roles at companies such as SAP, META Group, Oracle and IRI Software. He has experience across major industries including banking, consumer products, food and beverage, insurance, manufacturing, pharmaceutical and retail and consumer services.