Altitude Software, a provider of hosted call center solutions, announced that National Bank of Oman (NBO), the first local bank in the Sultanate of Oman, has enhanced contact center operations with Altitude Contact Center suite.
Altitude Contact Center suite includes a wealth of advanced IP contact center features, such as voice portal, and unified centralized monitoring, queuing, routing and reporting.
These solutions enable NBO’s service representatives to answer customer inquiries regarding the bank’s various products and services, such as AL KANZ savings account or the AL AMIYAL Exclusive Credit Card in partnership with Oman Air or Al MANZEL Housing Loans.In addition to handling advanced intelligent inbound routing and outbound dialing, the Altitude Contact Center suite enables NBO to communicate with customers via e-mail, text message, and fax or through rich self-service voice applications, company officials said.
“Our aim is to continue enhancing the Bank’s profile and reputation in the Gulf region and to be recognized as a premier retail, corporate and private banking institution by offering innovative products and services, and using state-of-the-art service delivery systems,” said Salaam Said Al Shaksy, NBO chief executive officer, in a statement.“With our significant commitment to customer service excellence, Altitude Software provides us with a critical tool for managing key interactions with our customers,” added Al Shaksy. The IP Contact Center solution implementation helped NBO reduce average handling time (AHT) by authenticating customers through the Voice Portal prior to delivering the call to the agent.
It reduces costs by providing the capacity to service mass customers at the contact center and not at the bank branches. Furthermore, it reduces training expenses and improves agent productivity. It improves customer retention as the skills-based routing tool enables the distribution of inbound interactions intelligently to a specialist agent.
The Altitude uCI (Unified Customer Interaction) suite has won more than 40 Industry Awards for Innovation and Performance in more recent years.
“An increasing number of financial institutions throughout the GCC have embraced the Altitude uCI suite as a flexible, cost-effective contact center solution that provides high value and delivers immediate results,” said Riadh Boukhris, Altitude Software president of Middle East and North Africa.
“National Bank of Oman is a very good example of the high value customers can receive by using Altitude uCI, not only optimizing cost and efficiency but also driving significant revenue growth,” Boukhris added. Recently Altitude Software announced a partnership with Umanis, a management and information technology consulting services provider, to deliver the Altitude uCI Hosted Multimedia Contact Center Solution in France.