Outbound Call Center Featured Article

Raiffeisenbank Picks Altitude uCI Solution

By Jyothi Shanbhag
TMCnet Contributor

To drastically improve agent productivity and customer contact success, ZAO Raiffeisenbank has recently adapted Altitude Software’s (News - Alert) uCI solution.

One of the busiest banks in Russia since 1996, ZAO Raiffeisenbank offers a full range of services to retail and corporate customers both resident and non-resident, in roubles and foreign currencies. According to Interfax-CEA, ZAO Raiffeisenbank ranked 6th in Russia in terms of private deposits and 8th in consumer lending in Russia, based on 2010 results.

Bank officials said that they were looking for a better solution to improve the effectiveness of their contact center, and thus invested in a voice outbound solution that would increase agent productivity and customer contact success. After an aggressive selection process, the company picked the Altitude uCI Unified Dialer solution, in a project led by BELTEL, the exclusive Altitude Software partner in Russia.

This deployment has already borne fruits with significant improvements in performance, namely a 28 percent increase in agent productivity and a 46 percent increase in successful customer contacts. The ZAO Raiffeisenbank, a subsidiary of Raiffeisen Bank International AG, is aiming to strengthen its position as one of the leading universal banks in Russia.

The newly deployed solution, Altitude Unified Dialer’s automates and adds intelligence to the dialing process, as it is one of the most important operations in any outbound contact center. Dialing leverages customer information to determine the best time and the most economic way to make successful contact, taking into consideration available human resources and compliance of applicable legislation. This solution offers easy operation and there is no need for manual dialing, or for time consuming number searches. All its features are available in pure IP telephony which includes accurate Call Classification, a choice of pacing modes: Preview, Power, Predictive; superior Outbound Campaign Management, robust security and compliance with the most demanding regulation rules. It also leverages previous investments, as it supports emerging technologies and CTI (News - Alert), ISDN, TDM and IP.

Altitude Software is a specialist in unified customer interaction solutions, managing dynamic contact centres independently of platforms since 1993.