National Bank of Oman rolls out Altitude contact centre
IP contact centre solutions help bank improve customer care, cut costs
National Bank of Oman has deployed an IP contact centre from Altitude Software to improve its customer service.
The bank, which has 70 branches in Oman, is using the contact centre to handle up to 3,000 customer interactions per day.
The contact centre solution supports both inbound routing and outbound dialling, and enables communications with customers via email, text message, fax and through self-service voice applications.
Since rolling out the solution, the bank says that it has been able to reduce Average Handling Time (AHT) for customer calls, reduce costs by delivering services via the contact centre rather than branches, improved reporting of customer service operations, better agent productivity and reduced training times, and improved customer retention aided by skills-based routing tools, which quickly connect customers with the appropriate specialist agent to handle a call.
“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’s chief executive officer. “With our significant commitment to customer service excellence, Altitude Software provides us with a critical tool for managing key interactions with our customers.”
The bank has also rolled out a VoIP recording solution from Specsom Datavoice, which is fully integrated with the Altitude contact centre and Cisco network, to provide -time recording, storage and retrieval of pure IP telephony sessions.
“An increasing number of financial institutions throughout the GCC have embraced the Altitude uCI suite as a flexible, cost-effective contact centre solution that provides high value and delivers immediate results,” said Riadh Boukhris, Altitude Software president 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.”