Mellon Bulgaria, member of Mellon Group of Companies and top provider of value added services and advanced technological solutions to financial institutions and other big organisations in Bulgaria, announced today the successful implementation of Altitude uCI Contact Center software suite for Piraeus Bank Bulgaria.
The bank, leading a dynamic growth in the Bulgarian market, selected Mellon's solution to enhance the multi-channel delivery of its products and customer support services.
The new Altitude uCI Contact Center software enables Mellon's customers to build in-house a highly sophisticated and cost effective contact center that supports a 24/7 operation. Altitude uCI offers to companies advanced capabilities such as real-time retrieval of detailed end-customer profiles and recording of the outcomes of all customer inquiries. Altitude uCI also enables companies to capture data from all communication channels (phone, email, sms, fax etc) in order to gain an integrated view of the end-customer transaction history. In this way, agents can simultaneously refer to details on any customer's previous transactions and inquires which appear on the operators' screens, assisting them in providing personalized advice.
Through these extended capabilities the end-customers can:
-receive detailed and up-to-date information about the bank's products and services, -check their bank and card account,
-enquire on the status of their credit application,
-report and block stolen or lost cards etc.
In case the specialised professionals interacting directly with the customers are occupied, Altitude uCI allows the customers to leave their name and contact numbers in order to be contacted back at the soonest possible time.
"At Mellon Bulgaria we are committed to provide our customers with world class solutions, enabling them to achieve both their short- and long-term goals," stated Mr. Konstantinos Spyropoulos, Executive Director of Mellon Bulgaria EAD. "The new Altitude uCI contact centre software suite is a scalable customer interaction management solution, whose ease of use and speed of implementation offer significantly lower total cost of ownership. Furthermore, it will enable all our clients from the banking sector to derive value from every single inbound customer interaction and to track contact centre activity and performance, allowing for more informed decisions."