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MultiBank and mBank serve customers with Altitude
[December 16, 2004]

MultiBank and mBank serve customers with Altitude

Lodz, Poland, December 16, 2004 - Altitude Software, a global technology leader of contact centre solutions for Unified Customer Interaction™ (uCI), today announced that mBank and MultiBank, BRE Bank’s retail banking divisions, have extended their Altitude uCI implementation to handle the fast-paced growth of their telebanking operations in Poland. Altitude uCI is a platform independent contact centre 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.

Contact centre performance.
BRE´s retail banking divisions have already achieved ROI since the initial implementation of the Altitude uCI solution back in 2002. For instance, the Altitude uCI solution enabled mBank and MultiBank to reduce operational costs by 30% and achieve higher levels of customer satisfaction with an 89% rate of telephone interactions answered within 15 seconds.
BRE Bank belongs to Poland’s leading investment banks and is one of the top providers of comprehensive corporate banking service in the country. mBank and MultiBank are BRE’s fast-growing, leading retail banking divisions. mBank, the first fully virtual bank in Poland, became an unquestionable leader in internet-based retail banking in Poland. MultiBank, established in the autumn of 2001, combines modern internet-based banking with a network of financial services centres. Both banks share the same Altitude-enabled contact centre facilities, located in Lodz, Poland.

Efficiently managing large volumes of customer interactions
mBank and MultiBank increased contact centre capacity to 275 agents to meet the 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. In both projects, Altitude uCI 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. Moreover, Altitude Software’s outbound dialling solution enables MultiBank and mBank to deliver targeted outbound campaigns for lead generation and qualification, direct mail follow-up, and appointment scheduling. “With our significant commitment to customer service excellence, Altitude Software continues to provide BRE’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.

Real-time recording, storage, and retrieval of telephony sessions.
mBank and Multibank also had the need to access past calls, for example, to clear up any confusion 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.

Another key requirement of the banks was to manage and monitor, in real-time, the contact centre. The 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 supports the banks’ ability to respond to immediate needs and to continuously improve the effectiveness of their contact centre. “Altitude uCI continues to provide us with quantifiable benefits and ways to ensure that we are continually meeting and exceeding the expectations of our clients. The Altitude Software team has turned out to be a strategic partner in our projects and its solutions play an important role in our successful telebanking operations," said Jaroslaw Swierczewski. “For all these reasons we have decided to extend our existing relationship with them.”

“We are pleased to partner with BRE’s retail banking divisions and leverage our nearly ten years of expertise in providing call centre solutions to the financial services industry," said Luc Cavelier, vice president Northern and Central Europe at Altitude Software. “Altitude Software is proud to be a central part of mBank and MultiBank’s successful customer service excellence program."


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