Comarch Contact Center for Alior Bank

On April 18, 2008, the Carlo Tassara Group obtained a license from the Financial Supervision Commission (Komisja Nadzoru Finansowego, KNF) to establish a bank in Poland. On Sept. 1, 2008, Alior Bank S.A. received authorization from the KNF to commence operations. On Oct. 28, 2008, the first Alior Bank branches were opened with the official launch on Nov. 17, 2008.

Alior Bank is a nationwide universal bank, providing banking services to all market segments through its two divisions: retail and business. The bank’s headquarters are located in Warsaw, while its technical and operational facilities are in Cracow. Alior Bank has in a short time built a wide distribution network.

Implemented solutions

Comarch Contact Center

Comarch Contact Center is a comprehensive package of measures designed to support customer relationship management, and communication inside the organization as well as many other business planes. The solution facilitates efficient management of information within the company and allows the user to optimize the customer service process using customer owned systems. 

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Comarch Contact Center for Alior Bank

Business challenges

Alior Bank was searching for a Contact Center system offering high availability and scalability. All modules crucial for correct operation were to be redundant. The system also had to allow for easy expansion in terms of urban ISDN links and IP extensions, internal lines as well as agent offices. Reliable cooperation with the telecommunications system used in the back-office, integration via a CTI interface with external systems and support for outbound campaigns were all required.

 

Solution

 

Comarch prepared a comprehensive Contact Center solution by delivering the Avaya Aura telecommunications platform and the Comarch Contact Center application. The telecommunications platform includes a fully functional version for 200 posts and a laboratory system for testing purposes. As part of the project, Comarch also provided a comprehensive CAFE platform, which includes systems responsible for customer service in branches, online, by telephone, and through the Contact Center.

The CAFE system is the only tool used for contact with Customers by Contact Center staff and branch employees – tellers and Customer consultants.

The Comarch Contact Center system is used by 200 employees in Alior Bank. In addition, the other modules that compose the CAFE platform are used by 1,350 consultants and tellers working in the Bank’s branches and 300 other staff within its headquarters, giving a total of more than 1,600 employees. The Contact Center handles 2,000 – 2,300 incoming calls every day from nearly 500,000 bank Customers.

Additionally, the CAFE system supports the Stock Brokering Office and has been integrated with the online banking system, which means that system administration for Internet banking is also performed in CAFE.

 

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