Callbacks and virtual queues
Automatic callback on abandonment, busy queues and times the customer prefers.
Smart callbacks / Virtual queues / Cloud PBX
ALTIVA Contact Center
The professional platform for teams that want to remove waiting time, handle calls with precision, and connect the website, CRM and telephony in one operational flow.
2 min
Live estimated wait for customer calls
24/7
technical support, training and consulting
GDPR
secure flows for sensitive data
Virtual queue
72% optimized
Solutions adapted to each industry
ALTIVA keeps the same core platform and adjusts flows, routing rules, reports and automations for each type of organization.
Healthcare — private hospitals and clinics
Medical appointments, doctor management, specialty reports and data protection in one flow for patients and operators.
- ✓Appointments synced with Google Calendar and doctor availability.
- ✓Smart rescheduling when cancellations or schedule changes appear.
- ✓Audit log, access roles and automatic backups.
- ✓Satisfaction statistics and predictions for patient flow.
Patients do not wait on hold.
They keep their place, see the estimated time, and are called automatically when the right operator is available.
Appointments / doctors / GDPR / reports
Hospitality — hotels and restaurants
Teams handle orders, reservations, feedback and promotional campaigns without losing peak-hour calls.
- ✓Orders and reservations taken in real time.
- ✓Routing by location, language, schedule or request type.
- ✓Review and feedback management after the interaction.
- ✓Automatic campaigns for returning customers.
Peaks become predictable.
The virtual queue and callbacks reduce abandonment during busy hours.
Orders / reservations / feedback / campaigns
Industrial manufacturing
Technical support, complaints, warranties and B2B relationships in a system that keeps the full customer history.
- ✓Priority for technical incidents and contracted customers.
- ✓Tasks linked to calls, with tracked deadlines.
- ✓Satisfaction analysis by product and B2B account.
- ✓CRM integration through API for operational data.
Every case keeps its continuity.
Operators see the history, status and next step without manual searches.
Support / warranties / tasks / CRM
Private business and services
Custom scripts, segmentation, targeted marketing and reporting for sales and operations teams.
- ✓Scripts adapted by industry, campaign or customer type.
- ✓SMS automations with templates and advanced scheduling.
- ✓Advanced search and filters across system data.
- ✓Dashboards for operator and queue performance.
Clearer operations, faster answers.
Data, tasks and communications stay in one place.
Scripts / SMS / search / reports
Core features for a modern contact center
The platform combines routing, CRM, automations, tasks and analytics for teams that need live operational control.
Integrated CRM
Customizable screens, automatic sync and a complete customer history.
SMS automation
Templates, scheduled sending, delivery reports and event triggers.
Reports and statistics
Live dashboards, operator and queue reports, exports and performance analysis.
Task management
Create, assign, prioritize and track in real time, with automatic notifications.
Medical system integration
Connections to HIS and EMR, plus compliance for flows that handle medical data.
Web integration for callbacks
Web callback request module, JavaScript SDK, REST API and white-label options.
Smart queue management
Predictive wait time, dynamic priority, automatic redistribution and scheduling by availability.
Callbacks and virtual queues without friction
Customers choose when they want to be contacted, and ALTIVA orchestrates operator availability, priority and automatic retries.
AI-assisted scheduling
Predictions for the best callback moment and less idle time.
Live estimate
Updated estimates for customers and teams, in the web module or the dashboard.
Web integration and REST API
Customizable module, webhook notifications, rate limits, tracking and white-label solutions.
Integrated virtual PBX
Cloud telephony connected directly to operations.
ALTIVA brings the virtual phone system, IVR, extensions, SIP connectivity, softphones, recordings and analytics into one system with the contact-center platform.
- ✓Virtual extensions, customizable IVR and smart routing, including conversational IVR.
- ✓Softphone apps, plus professional IP phones.
- ✓Multi-factor authentication and an audit log.
Intelligence · Pulse · Training
From conversations to clear actions and measurable progress.
See what to improve, follow the actions and build the team’s skills. With evidence, at every step.
Intelligence
See what needs to improve
Turn recordings into explainable evaluations and clear priorities for the team and operators.
- Scores supported by evidence from calls
- Frustration signals to investigate
- A brief with improvement proposals
How is the score calculated?
The score uses only eligible calls. Below the volume threshold, the comparison is indicative or is not shown. Frustration is a signal to investigate, not an automatic conclusion about the operator.
Pulse
Follow actions through to resolution
Keep the conversation, the case and operational follow-up together, with visible ownership.
- Owner and status for every case
- Outcomes linked to the original conversation
- Evidence for checking commitments
How is resolution verified?
Kept commitments are verified from Pulse records. They are not inferred from the transcript. New callback, process or technical actions are activated separately, based on the type of work.
Training
Turn needs into skills
From an approved brief to guided training, practice and assessment of the targeted skills.
- Courses assigned from the Academy
- Guided path, practice and assessment
- Application on calls, checked afterwards
How is progress measured?
Course completion, passing the assessment and application on calls are separate results. A small volume of calls after the course means insufficient evidence. Sessions start from the catalog or an approved brief, not from every weak call.
One clear flow. Distinct roles.
01ConversationCall eligible for analysis
02Analysis and evidenceScore and context
03Approved briefImprovement priorities
04
PulseTraining
Based on the identified need05Verified resultBased on later evidence
The operational case goes to Pulse, and the development need goes to Training. Case resolution and skill progress are tracked separately.
What does it look like in practice?
Follow one example, from the first signal to a verified result.
Demonstration example · Fictional data
A promise to call back, without a clear time
01 / Evidence from the conversation
“I was told I would be called, but I don’t know when. Can you check?”
Fictional excerpt · Customer · 02:14
Signal identified: uncertainty about the callback. The manager checks the full context before approving an action.
Needs review
2
Intelligence · Clarify the need
Brief proposal: check the commitment and, if the analysis confirms the need, training on how to communicate the next steps.
3
Pulse · Follow the operational case
The owner checks the callback and updates the case. Resolution is confirmed through the operational records.
4
Training · Practice the skill
After the brief is approved, the operator completes a session on setting expectations, followed by practice and assessment.
5
Check the results separately
Case resolution is checked in Pulse, and skill application is checked on later calls. If the volume is too small, the result stays “Insufficient evidence”.
Available modules
The operational set covers monitoring, calls, tasks, search, tags, marketing, Intelligence, Pulse, Training and AI assistance.
Main dashboardACTIVE
Call handlingACTIVE
Missed callsACTIVE
Call historyACTIVE
Tag systemACTIVE
SMS automationACTIVE
Advanced searchACTIVE
Reports and analyticsACTIVE
Operator statusACTIVE
Automated marketingACTIVE
Integrated address bookACTIVE
IntelligenceACTIVE
PulseACTIVE
TrainingACTIVE
ALTIVA AssistantOPTIONAL
Frequently asked questions
Short answers about the platform, industries and how to start a conversation with the ALTIVA team.
What is ALTIVA?
ALTIVA is a contact-center platform with callbacks, virtual queues, cloud PBX, CRM, SMS and reports for operations teams.
Which industries is it built for?
Flows can be adapted for healthcare and clinics, hospitality, industrial manufacturing and private services.
Does it include a phone system?
Yes. The virtual PBX covers extensions, IVR, SIP connectivity, softphone, recordings and multi-factor authentication.
What do Intelligence, Pulse and Training do?
Intelligence evaluates recorded conversations and measures performance. Pulse shows the cases, outcomes and evidence already linked to the same call. Training delivers the assigned sessions: the path, the assessment and application on calls remain separate results.
How do you request a presentation?
Write to contact@altiva.ro or call +40 330 880 020. The team configures callbacks, queues and integrations for your flow.
Ready to modernize the contact center?
The ALTIVA team can configure callbacks, virtual queues, the virtual PBX and the integrations that fit your operational flows.