Altitude Software Enables Renaissance Credit to Launch New Banking Services FasterLeading Ukrainian Bank Increases Productivity and the Ability to Rapidly Introduce New Services in its Contact Center
Renaissance Capital Bank operates on the Ukrainian retail market under the Renaissance Credit brand since 2005. The bank is 100% owned by System Capital Management, Ukraine's leading financial and industrial group, with consolidated revenues of $23.47 billion in 2012. With over 3000 employees and 59 branches, Renaissance offers a wide range of banking services, including deposits, consumer loans and credit cards.
The implementation of the Altitude uCI solution was key to enable the rapid introduction of contact center support for new banking services thanks to new scripting options. Renaissance Credit also reported improved agent productivity due to scripting, intelligent routing of inbound interactions and predictive dialing, and an improved view on contact center's operation with built-in and customized reports, among other business benefits.
Renaissance Credit's contact center profits from new workflow and scripting functionalities
Renaissance Credit's contact center provides general information; sells new products, works on customer retention and it includes a debt collection department. It has 250 agents to provide these services, crucial for the bank's growth. "When we first started looking for a solution we were just considering a dialer and an IVR solution to increase our productivity in sales, and to leverage our customer service. However, when we came across Altitude uCI, we realized that this solution provides much more in a single product. We saw a huge opportunity in the workflow and scripting functionalities. It is a very powerful system, flexible and fast", states Mike Sergienko, Operations Director at Renaissance Credit.
Renaissance Credit is now profiting from the Altitude uCI solution rich functionality, scripting and outbound dialing capabilities, and easy to customize reports. As a flexible and hardware agnostic platform, Altitude UCI integrated perfectly with the bank's internally developed systems. Altitude's competitive pricing model and promising roadmap was key for the Ukrainian bank's decision.
"Thanks to Altitude's scripting tools, the contact center is able to support the fast launch of new banking services, while the skills-based routing allows a better allocation of the agents", explains Mike Sergienko, at Renaissance Credit. "Our agents are more productive, new recruits are trained and up to speed much faster and supervisors benefit from an improved view on the contact center's activity with built-in and customized reports".
At present, the Altitude uCI platform offers Renaissance Credit a whole range of new features, with rich "out of the box" functionalities, easy script development and support, tight integration with home-developed information systems, a powerful outbound dialer with two predictive modes, and support for virtualization.
To know more about how Renaissance Credit is profiting from Altitude uCI read our case study here.
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