Raiffeisenbank Boosts Customer Contact Success in Russia


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Systems Integrator BELTEL Deploys Altitude uCI Solution, Achieves 28% Increase in Contact Center Productivity at “Top Ten” Bank in Russia

Brussels, Belgium, and St. Petersburg, Russia, 12 April 2011 – Altitude Software, a leading independent global contact center solutions vendor, and BELTEL, the systems integrator, announced today that the deployment of an Altitude uCI solution at ZAO Raiffeisenbank’s Contact Center as resulted in very significant performance improvements in agent productivity and customer contact success.

In order to improve the effectiveness of its contact center, ZAO Raiffeisenbank decided to invest in a voice outbound solution that would increase agent productivity and customer contact success. After a demanding selection process, it chose the Altitude uCI Unified Dialer solution, in a project led by BELTEL, the exclusive Altitude Software partner in Russia.

The recently concluded project is already hailed as major success, having achieved significant improvements in performance, namely a 28% increase in agent productivity and 46% increase in successful customer contacts. The ZAO Raiffeisenbank, a subsidiary of Raiffeisen Bank International AG, is aiming to strengthen its position as one of the leading universal banks in Russia.

The ZAO Raiffeisenbank has been operating in Russia since 1996 and offers a full range of services to retail and corporate customers both resident and non-resident, in roubles and foreign currencies. It is regarded as one of the most reliable banks in Russia by the rating agencies, It ranks 9th in terms of assets among the Russian banks based on 2010 results (Interfax-CEA). According to Interfax-CEA, ZAO Raiffeisenbank ranked 6th in Russia in terms of private deposits and 8th in consumer lending in Russia based on 2010 results.

The Altitude Unified Dialer’s main function is to both automate and add intelligence to the dialing

process as it is one of the most important operations in any outbound contact center. Dialing

leverages customer information to determine the best time and the most economic way to

make successful contact, taking into consideration available human resources and compliance

of applicable legislation.

With the Altitude Unified Dialer, there is no need for manual dialing or for time consuming number searches. Agents no longer need to manage unsuccessful responses such as busy, no answer, fax, answering machines, etc. All its features are available in pure IP telephony; It provides highly accurate Call Classification, a choice of pacing modes: Preview, Power, Predictive; superior Outbound Campaign Management, robust security and compliance with the most demanding regulation rules. It also leverages previous investments, as it supports emerging technologies and CTI, ISDN, TDM and IP


About Altitude

Altitude Software (www.altitude.com ) 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].

Follow us on Twitter (www.twitter.com/Altitudesoft ), Linkedin (www.linkedin.com/companies/altitude-software ) and Facebook (www.facebook.com/altitudesoftware ).


BELTEL has been operating on IT market since 1995 and is currently one of the leading systems integrator, providing solutions to help companies create high-quality information systems. It plays a variety of roles in project implementation, from supplying hardware to supervising project execution and it has accumulated a wealth of experience and know-how in various areas of telecommunications development. Headquartered in Saint-Petersburg, it has branches and regional offices in Moscow and Voronezh and partners in different cities of the world. Its strategic partners include major international vendors of hardware and software: Genband, Ciena, Avaya, Alcatel-Lucent, Keymile, AudioCodes, Cisco, Altitude Software, ADC KRONE (Onninen) and etc. More information on the company website www.beltelinc.com

About ZAO Raiffeisenbank

ZAO Raiffeisenbank is a subsidiary of Raiffeisen Bank International AG. Raiffeisenbank ranks 9th among the Russian banks in terms of assets, based on 2010 results (Interfax-CEA). According to the same Interfax-CEA data, ZAO Raiffeisenbank ranked 6th in terms of private deposits and 8th with regard to consumer lending.

Raiffeisen Bank International AG regards both Austria, where it is a leading corporate and investment bank, and Central and Eastern Europe (CEE) as its home market. In CEE, RBI operates an extensive network of subsidiary banks, leasing companies and a range of other specialised financial service providers in 17 markets. More than 59,000 employees service about 15 million customers through around 3,000 business outlets, the great majority of which are located in CEE. RBI is the only Austrian bank with a presence in both the world’s financial centres and in Asia, the group’s further geographical area of focus. Raiffeisen Bank International is a fully-consolidated subsidiary of Raiffeisen Zentralbank Oesterreich AG (RZB). RZB indirectly owns around 78.5 per cent of the common stock, which is listed on the Vienna Stock Exchange; the remainder is in free float. RZB is the central institution of the Austrian Raiffeisen Banking Group, the country’s largest banking group, and serves as the group head office of the entire RZB Group, including RBI.

For more information:

Carlos Taveira

Get Global Marketing Communications

Tel.: +351 213502551

Email: [email protected]

Altitude Software

Laurent Detournay

+32 2 745 58 80

[email protected]

Svetlana Shurygina


Tel.: 7 (812) 303 91 20

[email protected]

ZAO Raiffeisenbank’s Press Service

Tel: 7 (495) 721 36 17

[email protected]

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