Altitude attends banking summit

The 2005 summit will focus on the marketing and technology sectors, providing an opportunity for delegates to gain an insight into the developments that impact the banking arena.

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By  Sarah Gain Published  February 3, 2005

Altitude Software, primary contact centre solutions provider for Unified Customer Interaction (UCI), has announced that it will participate in a banking strategy summit in the Middle East. Channels 2005 will be held in Dubai from the 6th until the 9th of February. Altitude UCI is a platform independent contact centre solution with a universal queue and full blended support for voice, specifically inbound, preview, power and predictive dialling, as well as IVR, email response management, Web collaboration and chat. Typically the company powers business activities such as telebanking, debt-collection, customer services, lead generation and telesales. “Channels is the only event that focuses exclusively and comprehensively on the financial services industry in the Middle East,” says Riadh Boukhris, vice president for Altitude in the Middle East, Africa and South Asia. “Altitude Software is an acknowledged global leader in multimedia contact centre solutions and accounts for some of the most innovative, fastest growing and profitable financial institutions among its client list. Therefore Channels is the perfect platform for us to demonstrate our solutions for Middle Eastern banks.” The 2005 summit will focus on the marketing and technology sectors, providing an opportunity for delegates to gain an insight into the developments that impact the banking arena. “Following the unprecedented success of Channels 2004, we responded to an enormous demand from industry professionals, investors and financiers to expand the Channels 2005 Summit,” comments Barth de Ridder, the Channels summit director of IIR conferences. “An extraordinary range of subjects will be covered over the course of four days that will nourish the industry and enhance understanding and practice.” Highly sought after speakers from forward-thinking financial institutions such as The Saudi British Bank and Abu Dhabi Islamic Bank are expected to attend the event. Delivering a suite of software modules for automating and maximizing contact centres, Altitude Software has already aided over 200 financial institutions around the world to realise superior contact centre operations via integrated solutions that incorporate blended and multi-media modes of interaction. These solutions offer an array of tangible business benefits such as increased productivity resulting from optimised call blending, intelligent dialling and agent scripting, underpinned by CTI. Customer relationships have also been improved, as the technology permits a holistic view of the customer, enabling a more personalised service. The solutions also offer a substantial return on investment (ROI) over a three-month period. In addition, because Altitude UCI is open by design and a fully integrated suite, implementation can be realised in one to six months, depending on the complexity of the project. Banque Saudi Fransi in Riyadh is one example of a Middle Eastern organisation that is using advanced call centre technology to improve the management of its customer-to-brand relationships. Using Altitude UCI, the bank is now meeting its goals of increasing customer satisfaction, improving knowledge and services to customers, providing them with a unique front office experience. A further example in the region is Abu Dhabi Islamic Bank (ADIB), which has set up a new IP-contact centre to enhance customer satisfaction and increase operational efficiencies. ADIB's IP-contact centre is the focal point for its telephone banking service delivery. In this project, Altitude UCI has been integrated with Cisco’s Call Manager IP Telephony platform. The project was completed in less than 90 days, enabling ADIB to meet its aggressive schedule for enhancing customer care, increasing operational efficiencies, and cementing its image of excellence in the GCC. In Saudi Arabia, The Saudi British Bank (SAAB) needed to improve the overall effectiveness of its contact centre and increase the productivity of its outbound collection campaigns. To fulfil these needs, the bank selected Altitude Software after having evaluated several contact centre software providers. Before Altitude UCI was implemented, agents at SABB's call centre were dialling numbers manually. The implementation of Altitude Software meant that talk time has now increased significantly.

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