TMCnet News
Altitude Software And KIVA Group Partner to Deliver Cost-Effective CRM For “Mid-Tier” Financial InstitutionsAltitude Software, a leading independent contact centre vendor, and KIVA Group Inc, from Bedford, NH, USA, a CRM solutions provider for regional and community financial institutions, announced a cost-effective multi-channel customer interaction joint solution for “mid-tier” financial institutions. Community financial institutions will greatly benefit from the Altitude/KIVA solution for branch tellers and call center employees, to manage customer service delivery across all interaction channels (face-to-face, voice, IVR, email, web). “For growing community financial institutions, effective customer relationships are crucial. Our solution enables regional banks to manage successful customer interactions. It delivers value, combining powerful technology and expert knowledge of industry requirements”, said Lorraine Green, General Manager, Altitude Software North America. Combining powerful technology and expert knowledge of industry requirements KIVA’s Respect 7 provides the transactions and service delivery functionality, required by community financial institutions to deliver exceptional service for each and every customer interaction. KIVA Respect 7 has a central contact database, with enterprise routing, CTI, personalized sales and service, problem and issues management, extensive performance monitoring, and reports for executives, as well as, line managers. It is supported by Altitude’s award winning Altitude uCI 7 customer interaction management solution, available on Microsoft .Net or Linux, providing the technology to manage and unify all interaction channels, including voice, web, email, IVR and Face-to-Face. Empowering financial institutions to better serve customers Altitude Software and KIVA effectively empower branch and call center agent and managers with functionalities designed to help them better serve customers. Michael Baker, President, KIVA Group, Inc. states: “Our philosophy is that a customer relationship is the result of many successful interactions. Altitude has been recognized by the Gartner Group as a visionary in the development of unified customer interaction technology. Our collaboration brings this vision to the financial services industry in a very cost effective solution”. KIVA Respect 7 provides the financial services industry with solution for automating and managing customer service delivery across all channel of interaction including voice, IVR, email, web and "face-to-face". It is a completely integrated solution, sharing a common set of technology versus a multi-vendor environment with redundant technology requiring user-maintained integration points. KIVA Respect 7 has a base transaction set that provides a complete set of functions for the financial services CSR to deliver financial products and services. The base is designed for integration with corporate on-line host applications for sending and receiving customer and account information ‘real time‘. KIVA Respect 7 unifies customer interactions, with a single point of contact for your service representatives. Boosting companies ability to implement an effective CRM strategy According to Lorraine Green, General Manager, Altitude Software North America “Our cornerstone product, Altitude uCI 7™, combined with Kiva Group CRM solutions, experience and market focus, have succeeded in bringing to market an affordable, powerful customer interaction management technology aimed at community financial services. We are able to implement solutions ranging from enterprise wide CRM solutions to functional modules, like IVR-based telebanking” The Altitude uCI 7 is a suite of customer interaction management solutions for customer service; help desks; collections; order desks; outbound telemarketing, sales and service; and business process management. A compelling reason to rely on Altitude Software solutions is the fact that the same application layer is leveraged for different platforms and infrastructures, allowing different infrastructures to integrate and coexist. Altitude protects business investments, keeps the business intelligence and allows future growth and evolution. The Altitude uCI is a complete multimedia contact centre solution, which includes inbound and powerful outbound dialling algorithms, call classification, unified supervision, universal queue and intelligent routing. Its products and business model are of increasing interest to the customer-centric company, as acknowledged by analyst and market research firm Gartner, Inc. in the recently published “Magic Quadrant for Contact Centre Infrastructure”, which has again placed Altitude Software in the Visionary quadrant in the contact centre market. |