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Polish Banks extend contract with Altitude

Thursday 23 December 2004 17:59 CET | News

mBank and MultiBank, the retail banking divisions of BRE Bank, have extended their contract with Altitude Software, an independent European contact center vendor, to continue Altitude uCI implementation to handle the fast-paced growth of their telebanking operations in Poland.

Altitude uCI is a platform independent contact center solution with a universal queue and full blended support for voice (inbound, preview, power, and predictive dialling), IVR, email response management, web collaboration, and web chat. Typical business activities powered by Altitude uCI include telebanking, debt-collection, customer services, lead generation, and telesales. BREs retail banking divisions have already achieved ROI since the initial implementation of the Altitude uCI solution back in 2002. BRE Bank belongs to Polands leading investment banks and is a provider of comprehensive corporate banking services. mBank, the first fully virtual bank in Poland, and MultiBank, which combines Internet-based banking with a network of financial services centers, are BREs fast-growing retail banking divisions, and share the same contact center facilities, located in Lodz, Poland. Altitudes CTI functionality automatically transfers information gathered by the IVR to the agent desktops, avoiding the need for agents to reidentify the customer. Altitude uCI aims to enable the routing, queuing, and tracking of inbound interactions to run more efficiently. An outbound dialling solution also enables MultiBank and mBank to deliver targeted outbound campaigns for lead generation and qualification, direct mail follow-up, and appointment scheduling. Altitude Voice Recorder provides real-time recording, storage, and retrieval of telephony sessions. Call recording technology enables mBank and MultiBank supervisors to trigger recordings based on the content of calls. The banks will also be using the Altitude uSupervisor module, which enables contact center managers to create and configure campaigns, agent skill profiles, alarms, and schedules as well as dial rules.


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Categories: Payments & Commerce | Payments General
Countries: World
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