The Saudi British Bank (SABB) has commissioned technology provider, Altitude Software to implement its Unified Customer Interaction (uCI) contact center suite, automating its outbound calling to streamline and increase the productivity of collection campaigns.
SABB is an associate company of the HSBC Group, one of the world's largest banking and financial organizations, with some 7,000 offices in 81 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa. Through contacting any branch office the Bank's customers can gain access to the HSBC Group's global network.
The Saudi British Bank needed to improve the overall effectiveness of its contact center and increase the productivity of its outbound collection campaigns. To fulfill these needs, the Riyadh-based bank selected Altitude Software after having evaluated several contact center software providers.
The Bank, which handles over 100,000 outbound calls monthly, is also able to benefit from Altitude’s predictive dialing functionalilty, in particular for its outbound credit collection campaigns. Thus, since Altitude’s predictive dialer is fully integrated with Altitude’s agent scripting tool, the pacing mode is able to intelligently predict when an agent will be available to receive a new outbound call from his or her position in the dialogue script. In addition to a significant increase in productivity, this also reduces the instances when no agent is available to receive the outbound call.
Altitude Software is a privately owned independent company backed by several investors, such as e-millenium1, Intel Capital, Insight Venture Partners, BNP Paribas, BPI, Fogeca.com, Nesbic CTE Funds, Sonae Group, Totta Finance and Hicks Muse. The company was founded in 1995 and serves 570 customers of all sizes worldwide, either directly or through a wide network of partners. Altitude Software has 13 offices in 11 countries around the world including a branche located in Dubai Internet City. — (menareport.com)
© 2002 Mena Report (www.menareport.com)
