Provident Poland Investment in Customer Care Delivers Personal Finance Business Growth


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Altitude Software and Algotech Partnership Deploys Advanced Customer Care Platform in Leading Personal Finance Services Provider in Eastern Europe

Provident to Present Business Case with Altitude Software at II Customer Contact Management Summit in Poland

Brussels, Belgium, and Warsaw, Poland, 6th April 2011 – Provident Polska SA, a leading personal financial services provider in Poland, is reporting increased customer satisfaction and rising agent productivity, while achieving business growth and operational cost savings, after deploying a new Altitude Software–based customer care center solution at its offices in Warsaw.

Altitude Software, a leading independent global contact center solutions vendor, partnered with Algotech to provide Provident with a highly integrated customer interaction management platform. The speed and flexibility provided by the Altitude uCI solution was decisive. It allowed for faster deployment of services and increased productivity, while supporting integrated multimedia interactions (such as chat, web, email, SMS) and providing scalability (targeting to support more than a thousand Provident advisors). Provident will be presenting this project with Altitude Software at the II Customer Contact Management Summit, taking place at the Warsaw Marriott, from 7 to 8th of April.

New CRM Solution generates substantial increases in traffic while achieving 25% cost savings in operations

“Provident has very demanding Service Level Agreements. Algotech and Altitude Software succeeded in implementing a scalable customer care platform, allowing us to improve the efficiency of our customer care system”, states Mrs. Katarzyna Kanka, Head of CRM & Call Centre at Provident Poland. “The solution truly guides the agents in the interaction handling process, helping them to gain productivity. In less than two years we were able to triple the monthly traffic average, from 500,000 to 1,600,000 interactions, while achieving a 25% savings in costs.”

Provident Polska S.A. is part of Provident, an international personal finance group quoted at the London Stock Exchange. Currently the company provides its services to customers in 6 countries: Poland, Czech Republic, Slovakia, Hungary, Romania and Mexico. Provident has been operating in Poland since 1997. It’s a financial services provider specialized in issuing fast loans with home service options, employing 8,300 agents (field and customer center) and serving 782,000 customers in Poland.

Customer care center is a key component in Provident’s rapid expansion strategy

With around 300 agent positions, the customer care centre of Provident Poland today handles an average of 1,600,000 interactions per month (inbound and outbound). During busy months, this number can even surpass 2 million interactions. The customer care centre is a key component in Provident’s rapid expansion strategy. The agents’ tasks include selling new loans, maintaining existing loans, greeting new customers, conducting surveys on the quality of service, handling claims, helping the field agents and supporting the debt collection process.

The Altitude uCI (Unified Customer Interaction) suite has a ten year plus track record of outstanding results in contact centers worldwide, having won 40+ Industry Awards for Innovation and Performance in more recent years and it has been included by Gartner in the industry Magic Quadrants since 2000. Altitude Software has customers on all industries with a special strength in the CRM Service Provider industry and on Financial Services, Telecommunications, and Services. It has a strong customer base in EMEA and Latin America, with an emerging presence in North America and Asia Pacific. The Altitude Software Partner Network has more than 100 members providing Contact Center solutions using Altitude’s products and services.

About Altitude

Altitude Software ( ) is the leader of unified customer interaction solutions, managing dynamic contact centres independently of platforms since 1993. Used by 250.000 users in about 900 customers of 60 countries, Altitude is recognized for customer satisfaction levels and is ISO 9001 and TSIA certified for its customer support worldwide. Its innovations have won 40+ industry awards and Gartner includes Altitude in its Magic Quadrant, as the only global independent vendor since 2000.

Altitude uCITM (unified customer interactions) is an open software suite that manages high volume customer interactions with the enterprise like Customer Service, Help Desk, Collections, Telesales, Surveys, etc; It is valued the most for its speed in creating and changing CRM Services and Campaigns, thanks to its Unified Design Studio, Open Desktop, Routing, Dialler, Voice Portal, Monitoring, Reporting, Workforce and Integration Server. Altitude Software can be reached at +1 877 4744499 or emailed to [email protected].

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About Algotech

Algotech is the system integrator of contact center solutions in Central and Eastern Europe. Algotech delivers complex but flexible telecommunications and customer service solutions which enable businesses to handle customer interactions in an effective and profitable manner. Understanding the local needs of companies, Algotech is aiming to secure the leading position in Central and Eastern Europe.

Today, Algotech is an important partner and preferred supplier of a number of very well-known companies worldwide. The company achieved its position in particular thanks to the absolute reliability of the world-class products supplied, the quality of implemented solutions and the reliability of provided services supported with long-term stable teams, massive investments into consultants’ expertise, strictly observed methodology and a company culture focused on customers’ needs and satisfaction.

For more information, please visit Algotech website at

For more information:

Altitude Software

Laurent Detournay

+32 2 745 58 80

[email protected]

Carlos Taveira

Get Global Marketing Communications

Tel.: +351 213502551

Email: [email protected]

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