"Algotech" implemented contact center in Hungarian ELLA bank and company AXA

Since spring 2009, Hungarian "AXA Group" has been servicing over 0.5m clients by means of only one contact center thanks to the customer service solution of company "Algotech".

In 2007, "AXA Group", the insurance, pension and medical fund, bought Ella Bank, which is specialized for approval of mortgage loans. In 2008, Hungarian branch offices of these companies were moved to the same business building and, within the scope of business rationalization process, the decision was made that unique contact center should be introduced.

The customer services of Ella Bank and AXA Group have long tradition, which was the reason why the greatest attention was paid to the selection of platform and concrete solution. It was decided at the beginning of year 2009 that "Avaya" should deliver solutions that would be integrated by "Algotech".

- The system was installed without any problems, but, just like in any other project, we had to overcome certain difficulties. The greatest challenge was implementation of old components in the new system - said Aleksandar Bakoč, the CEO of company "Algotech" Serbia.

- We are very satisfied with the performances of the new contact center. In my opinion, the greatest advantage of the new solution lies in the fact that we can now easily adapt IVR, and that possibility is very useful when it comes to our VIP clients and subcontractors. We intend to continue improving interactive voice machine and install several self-service options - said Norbert Nogrady, the Manager of the customer service of "AXA Group" in Hungary.