Altitude Software and BRE Bank SA

• The Problem:
  
  In 2004, mBank and MultiBank increased their contact centre capacity to 275 agents to meet strong customer demand. The Lódz -based contact centre currently handles an average of 1.000.000 customer interactions each month and operates 24 hours a day, 7 days a week, 365 days a year. BRE Bank´s retail banking divisions have already achieved operational ROI for the initial implementation of t he Altitude uCI solution back in 2002. The Altitude uCI enabled mBank and MultiBank to reduce operational costs by 30% in their contact centre and achieve higher levels of customer satisfaction, with an 89% rate of telephone interactions answered within 15 seconds
  
  
• Solution:
  
  In both projects, the Altitude uCI solution was integrated with Altamira, a comprehensive suite of banking solutions developed by Accenture. Altitude ’ s CTI functionality automatically transfers information gathered by the IVR to the agent desktops, avoiding the need for agents to reidentify the customer. Altitude uCI specifically enables the routing, queuing, and tracking of inbound interactions intelligently and more efficiently. For instance, inbound calls are directed to the most appropriate agent, that is, the agent with the necessary skills and knowledge to assist and resolve customer queries. In the meanwhile, Altitude Software ’ s outbound dialling solution enabled MultiBank and mBank to execute targeted outbound campaigns for lead generation and qualification, direct mail follow-up, and appointment scheduling. “ BRE Bank has a significant commitment to customer service excellence, and Altitude Software continues to provide BRE Bank ’ s divisions, MultiBank and mBank, with a critical tool for managing key interactions with our customers, ” commented Jaroslaw Swierczewski, BRE's Vice director Retail Banking Information Technology Department.
  
  
• Result:
  
  Real-time recording, storage and retrieval of telephony sessions mBank and Mu ltibank can also access past calls to audit and to solve any issues that might arise between agents and customers regarding a specific banking transaction. Therefore, Altitude Voice Recorder has been integrated in the project. Altitude Voice Recorder, natively integrated with the Altitude uCI suite, 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. Monitored success Another key requirement was to manage and monitor, in real-time, the contact centre. T he Altitude uSupervisor module notably enables contact centre managers to quickly create and configure campaigns, agent skill profiles, alarms, and schedules as well as dial rules. This unified reporting and management solution gives supervisors and management the flexibility to evaluate and meet activity surges, evolving business needs, and to continuously improve the effectiveness of their contact centre. “ Altitude u CI continues to generate quantifiable benefits and to provide the bank with capabilities to ensure that BRE Bank continually meets and exceeds our clients expectations . The Altitude Software team has become a strategic partner in our projects and its solutions play an important role in our successful telebanking operations," concluded Jaroslaw Swierczewski.