Customer service in the financial sector has hugely evolved over the last couple of years and today it is one of the industries where it is more developed and widely adapted by customers.
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Related Case Studies
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Abu Dhabi Islamic Bank was established in 1997 as a Public Joint Stock Company through the Amiri Decree No. 9 of 1997. The Bank launched commercial operations on 11th November 1998, and was formally inaugurated by His Highness Sheikh Abdullah Bin Zayed Al Nahyan, UAE Minister of Information and Culture on 18th April 1999. All contracts, operations and transactions are carried out in accordance with Islamic Shari'a principles. |
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AUB is a fully-fledged commercial institution and investment bank providing wealth management, retail, corporate, treasury, offshore and private banking services. It is geared towards growth through the development of a larger client base in the GCC states and of close partnership with customers, staff and product providers. |
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The Allianz Group is one of the leading integrated financial services providers worldwide. With nearly 155,000 employees worldwide, the Allianz Group serves approximately 75 million customers in about 70 countries. On the insurance side, Allianz is the market leader in the German market and has a strong international presence. |
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American Express (NYSE: AXP), sometimes known as "Amex," is a diversified global financial services company, headquartered in New York City. The company is best known for its credit card, charge card and traveler's cheque businesses. |
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Founded in 1923, Banco de Guayaquil is one of the largest banks in Ecuador and provides services to individuals and companies. |
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Banco Itaú it is a private-owned bank with its headquarters in São Paulo, Brazil. It is now Brazil's major private bank, accounting for about 11% of the Brazilian market for retail banking services. It is the most important affiliate of Investimentos Itaú (Itaúsa), a large conglomerate that ranks among Fortune magazine's top 500 corporations in the world. |
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Banque Saudi Fransi (BSF) is a Saudi Arabian Joint Stock Company, affiliated with Calyon of France, which is rated among the world's top ten banks by total equity. BSF is a full service commercial bank serving the local and international banking needs of its clients. It is a leading provider of comprehensive financial services and products in the kingdom of Saudi Arabia and other markets. BSF's high performance and wide customers base is reflected in its strong financial position. |
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Commmercial Bank of Qatar is a trusted source of advice for companies wishing to establish or expand their business presence in Qatar. The bank provides trade & credit information services, and structured information on key economic sectors. Commmercial Bank of Qatar can also provide timely business intelligence on forthcoming projects and tenders issued. |
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France’s foremost banking group with 28% of the consumer market the Crédit Agricole Group is N°1 banking group in Europe in terms of retail banking revenues and N°6 banking group worldwide in terms of shareholder’s equity. The Crédit Agricole owns the largest high street banking network in France. Crédit Agricole’s dense network (39 Regional Banks, 2,573 Local Banks and 7,160 Branches) keeps it close to its 20 million customers, constantly responsive to their needs and fully involved in local communities. |
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Among the first financial institutions, Crédit du Maroc, morrocan branch of Groupe Crédit Agricole, proposes 3 main services: bank network, financing, investments and asset management. Created in 1929, Crédit du Maroc has developed its network around the country, developing its collaborators competences and its offers. It can now provide a full range of services for private individuals and professionals. |
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As a large retail bank, centred on the proximity banking, the bank insurance and the technological leadership, The Crédit Mutuel group is offering a comprehensive range of financial services to consumers, local professionals and enterprises. Second retail bank in France, the Crédit Mutuel group includes the banking network of Crédit Mutuel and its subsidiaries, of which the CIC. Its 58,380 employees and its 5,000 selling points, are serving 14,5 million customers, among whom 12,9 million private individuals. |
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D&B is the world’s leading provider of business information and has been helping to enable business-to-business commerce for more than 160 years. The company’s world-leading database contains over 84 million businesses including corporate linkages on over 1.5 million business sites. With offices around the world, D&B collects information on businesses in over 200 countries, in 95 languages or dialects, representing 181 monetary currencies – which is why over 90 percent of the Business Week Global 1000 rely on D&B as a trusted business partner. |
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Dexia is a Belgian-French financial institution, specialized in public finance. It was founded in 1996 through the merger of Crédit Communal de Belgique/Gemeentekrediet van België (founded 1860) and Crédit Local de France (founded 1987). The Dexia Group was founded as a dual-listed company, but in 1999 the Belgian entity took over the French entity to form one company. Dexia is a member of both the BEL20 and CAC 40 indices. The company is based in Paris, France. |
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Edcon (Pty) Ltd is the leading clothing, footwear and textiles (CFT) retailing group in South Africa trading through a range of retail formats. The first Edgars store was opened on 6 September 1929 in Joubert Street, Johannesburg. Since then, the Company has grown to ten retail brands trading in over 1000 stores in South Africa, Botswana, Namibia, Swaziland and Lesotho. |
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Euler Hermes is the world’s leading credit insurer with a 36% share of the market. 6,200 employees in more than 50 countries assist companies of all sizes and in every industry sector to develop their business securely. Through its primary activity of credit insurance, Euler Hermes has developed a comprehensive range of services for the management of companies' accounts receivables. Unparalleled risk experience acquired through its coverage of 40 million businesses worldwide enables Euler Hermes to help businesses grow in their home market and in export markets. |
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Service for the comprehensive processing of sales collection remittances. Through its debt collection service, Banesto sees to the processing of your company’s bills, promissory notes and invoices, providing timely and detailed information on all transactions. |
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The HSBC Group, one of the world's largest banking and financial services organizations, had its beginnings in Hong Kong more than 140 years ago. Today, the HSBC Group has over 10,000 offices in 82 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa. At the Group's core around the world are domestic commercial banking and financial services, which fund themselves locally and do business locally. Highly efficient technology links these operations to deliver a wide range of international products and services, adapted to local customers' needs. |
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Ingle International has been specializing in insurance, financial, emergency assistance and healthcare products and services since 1946. Ingle was created by insurance, financial and health care industry professionals with a great deal of experience in designing, developing and marketing student, health, life, travel, property & casualty and investment products in North America and worldwide. Ingle International and Imagine Financial Ltd. provides access to insurance and health care products and services to suit the needs and budget of our client groups. |
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Mutua Madrileña is Spain’s leading insurance company in both profitability and solvency. Its portfolio consists of approximately 2,600,000 policyholders distributed within its different operating branches. It currently caters for cars, motorbikes, life, health, legal defence, home, death, illness, care, unemployment benefits and accidents. Mutua Madrileña is the most profitable and solvent insurance company in Spain. |
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The National Bank of Abu Dhabi (NBAD) was incorporated in 1968 to serve as Banker to the United Arab Emirates Government and the Emirate of Abu Dhabi. It also fulfilled the role of the Central Bank till the formation of the currency board in 1975. NBAD is today the number one bank in the United Arab Emirates. The bank has an Altitude-enabled call center, to cater to customers queries any time of the day. Customers can do a variety of transactions over the interactive voice system, or if they prefer, speak to a NBAD Customer Service Representative (CSR) anytime between the transactions. |
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National Bank of Oman (NBO), the first local bank in the Sultanate of Oman, was founded in 1973 and is today the second largest bank in Oman. The bank serves its customers in Oman through 62 Branches and 160 ATMs as well as 5 branches in Egypt and 1 in U.A.E. NBO's Altitude-powered call center enables customers to profit from banking services 365 days a year. |
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Procco Financial Services has been established in Bahrain by The International Investor (TII), a leading financial shareholding company in Kuwait. Licensed by the Bahrain Monetary Agency, Procco provides a full range of Sharia-compliant services and transaction processing, both to TII companies and to others wanting dedicated Sharia- compliant ‘back offices’ supporting their financial products. |
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Provident aims to be a leading provider of simple, fair and transparent financial products and services. They aim to be recognized around the world as the human face of finance, particularly to people of modest means. They seek to grow their business in markets around the world where there is a significant need for their products and services. Today, Provident, part of International Personal Finance Group, is a profitable, dynamic business with 6,100 employees, 25,848 home credit representatives and a clear strategy for growth and increasing profitability. |
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BNI's ability to adapt to environmental, socio-cultural and technological advances is reflected through the continuous refinement of its corporate identity over time, which signifies the Bank's dedication and commitment to continuous improvement of performance. |
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Saudi Swiss Securities is a financial services company headquartered in Riyadh, Kingdom of Saudi Arabia. Saudi Swiss Securities is licensed by the Capital Market Authority (CMA) to provide brokerage services for Saudi securities. In the near future, the company hopes to extend its activities to include additional services and products, including Equity Research, Investment Banking, Private Banking, and Asset Management services, as soon as further approvals are received from the authorities. Working with Credit Suisse, one of the company’s international shareholders, and drawing on their global investment expertise, Saudi Swiss Securities will further expand services to provide a one-stop-shop for its clients’ global investment needs. |
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Seguros RGA is part of the Grupo Caja Rural, the fourth largest financial group in Spain, with more than 4,000 offices throughout the country, 14,000 employees and more than 7.7 million clients. | ![]() |
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SSQ Financial Group is a leading Canadian financial institution offering to its customers products and services in four sectors of activity including group insurance; investment and retirement; property & casualty insurance; realty management, promotion and development. The company stands out in the Canadian financial services sector for remaining determined to maintain its mutual status. Because its clients are also co-owners, SSQ has always made the quality of its customer service its priority. Satisfaction and renewal rates clearly reflect member appreciation - they are the highest in the industry. |
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United Bank Limited (UBL) is the second largest private commercial bank in Pakistan with over 1100 branches and has an international presence in 10 countries. UBL has assets of over Rs. 550 billion and a solid track record of fifty years. Today, Karachi-based UBL Customer Service representatives specifically use the Altitude IP Contact Center suite to handle incoming calls with a focus on the Altitude Voice Portal functionality to provide voice messages and self-help menus to members. UBL also uses Altitude Unified Dialer to power its outbound telemarketing and debt-collection campaigns. |
























