Contact Center Solutions Featured Article

Europe's Personal Finance Firm Enhances Customer Care with the Deployment of Altitude Software Solution

April 11, 2011

In a recent press release, Altitude Software, a well known provider of unified customer interaction solutions for contact centers announced that Poland based Provident Polska SA, one of its clients, reported remarkable increase in the efficiency of its customer care system as a result of the deployment of an Altitude Software–based customer interaction management platform at its Warsaw office.

In a press release, Altitude Software said that it partnered with Algotech to provide Provident with this highly scalable customer interaction management solution called Altitude uCI

Provident Polska S.A., a part of international personal finance group Provident, is currently perusing a rapid expansion strategy and ensuring maximum contact center efficiency was a crucial part of the strategy. Currently the company provides its services to customers in 6 countries in EMEA region. At Warsaw office, there are around 300 agents, who reportedly handle an average of 1,600,000 interactions per month (inbound and outbound) for selling new loans, maintaining existing loans, greeting new customers, conducting surveys on the quality of service, handling claims, helping the field agents and supporting the debt collection process.

During busy months, this number is claimed to surpass 2 million interactions. Thus an efficient customer care platform was necessary to support the company’s rapid expansion plans. And the deployment of award-winning Altitude uCI solution helped achieve the desired speed and flexibility. In addition of enabling faster delivery of services, the solution also supported integrated multimedia interactions such as chat, web, email and SMS.

“Provident has very demanding Service Level Agreements. Algotech and Altitude Software succeeded in implementing a scalable customer care platform, allowing us to improve the efficiency of our customer care system. The solution truly guides the agents in the interaction handling process, helping them to gain productivity. In less than two years we were able to triple the monthly traffic average, from 500,000 to 1,600,000 interactions, while achieving a 25 percent savings in costs,” Katarzyna Kanka, head of CRM and call center at Provident Poland, acknowledged in a press release.

Provident will be presenting a case study of the entire project involving the investment in Altitude’s customer care solution and the resulting improvements at II Customer Contact Management Summit in Poland.

In 2009, in an effort to enhance contact center productivity, Altitude Software launched Altitude Unified Desktop solution. The company claimed that the solution provides agents with all the relevant media control and applications information in user-friendly environments.

Madhubanti Rudra is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Jennifer Russell