Altitude Software and Dubai Bank

• The Problem:
  
  Dubai Bank wanted a resilient, scalable customer interaction management solution with the following requirements:
  - enable agents to efficiently handle multichannel customers
  - turn its contact centre into a profit centre through a rapid return on investment
  -skills-based routing and intelligent routing with alarms based on business parameters
  - cost-effective, rapid implementation in less than 2 months
  Dubai Bank chose the Altitude uCI contact center software solution because of its powerful computer telephony integration (CTI) features, fast implementation and ROl. The ability to easily add Web collaboration and e-mail management to its contact center capabilities is another reason that Dubai Bank selected Altitude uCI. “Altitude Software took our requirements forward in a way that met our technical and business criteria. They embraced our plans and came up with an innovative solution based on the Altitude uCI suite,” said Ahmed Bin Brek. “With the help of HP Services, Sahm Technologies and Altitude Software we have created in 6 weeks a state-of-the-art contact center from scratch which makes Dubai Bank completely accessible to our customers,” he added.
  
  
  
• Solution:
  
  The Dubai Bank contact centre is a 7/24 operation with 12 agents, and all calls are handled using Altitude uCI which performs the following processes: real-time retrieval of detailed customer profiles when handling interactions from any customer; and recording the outcomes of all customer inquiries. Altitude uCI specifically enables Dubai Bank to capture data from all banking channels in order to gain an integrated view of its customers and to identify opportunities to grow its business. Thus, while handling inbound customer interactions, agents can simultaneously refer to details of any customer’s previous transactions and inquiries. This ability to display a complete contact history on the screen assists operators in providing personalized advice on the most appropriate banking product for the customer.
  
  
• Result:
  
  Providing exceptional customer services will always remain at the core of Dubai Bank’s operations. Combining Altitude Software technology with this philosophy continues to enhance the level of customer care, while increasing efficiency and productivity in Dubai Bank’s contact centre. Besides, the bank is planning to launch outbound appointment scheduling campaigns in the near future using Altitude’s call dialling tool. “Today companies must get closer to their customers regardless of the interaction channel, to improve the effectiveness of customer relationships,” concluded Raghavan Selvamani, Divisional Manager - IT Services at Sahm Technologies. ‘By implementing a customer-centric contact center, Dubai Bank has made an investment in the company’s continued success.”