WARSAW, Poland – March 8, 2010 - Cisco today announced that Inteligo Financial Services S.A. has deployed a Cisco® Unified Contact Center Enterprise solution at its countrywide customer service operation. With almost 150 call center agents located in four cities (Gdansk, Katowice, Poznan and Warsaw), this deployment represents Poland's first fully distributed contact center infrastructure.

Highlights / Key Facts:

• Inteligo Financial Services S.A. provides online banking services and IT solutions for Inteligo, the e-banking brand owned and supervised by PKO Bank Polski.  As a subsidiary of PKO Bank Polski, Inteligo Financial Services S.A.  also develops and maintains the platform for PKO's electronic banking services, offered under the iPKO brand, and operates a contact center which serves PKO's more than 3,5 million customers.  
• The Internet Protocol (IP)-based architecture helped Inteligo Financial Services S.A. to rapidly deploy a distributed call center operation across four locations in Poland, with the potential to be easily extended to additional agents and sites. The new Inteligo contact center offers customer services to both corporate and individual clients via telephone, e-mail or fax.
• The geographic dispersion of call center consultants allows Inteligo to flexibly locate its customer service operations in the places where the most knowledgeable agents are available, or in regions with high unemployment. Moreover, system administrators and agent managers are able to coordinate and manage all activities of the contact center from a single location.
• The Cisco Unified Customer Voice Portal, which was also deployed at Inteligo Financial Services S.A., helps deliver intelligent and personalized self-service over the phone, allowing the bank's customers to efficiently retrieve the information they need from the contact center. Customers can use touch-tone service or their own voice to request information via self-service or, if needed, to request live agent assistance. In addition, the Cisco Unified Customer Voice Portal has the capability to support video interactions across mobile devices and self-service kiosks.
• The Cisco Unified Customer Voice Portal combines the power of open standards with intelligent application development and management software. It provides enhanced call control, platform management and reporting services. 
• SeveNet, a Cisco Gold Certified Partner in Poland, has provided comprehensive support to this project ranging from planning and implementation to long-term customer service.

Supporting Quotes:

• Adam Sekula, director, Electronic Channel Department, Inteligo Financial Services S.A.

"The Cisco Unified Customer Voice Portal gives us a high-performance solution and helps deliver world-class customer service, increase customer satisfaction, overall business profitability and profitability of the solutions included in the Inteligo Platform."

• Pawel Malak, general manager, Cisco Poland

"Contact centers are becoming increasingly important for the communications and customer care strategy of companies, especially in the service sector, where almost every employee acts as a virtual consultant. Customers want to talk to experts in a certain field, and an intelligent contact center solution can help businesses make better use of human resources. In Poland, the number of active online banking customers is currently estimated at 7.5 million, and the sector continues to grow rapidly. The solution implemented in Inteligo bank is scalable and can be easily expanded to follow the growth of the contact center organization, to handle hundreds of consultants."

• Rafal Chomicz, vice president, SeveNet

"Clients are looking for reliable and flexible access to all banking services. Contact centers are expected to be available in a 24/7 model, via all possible communication channels. To meet these requirements, contact centers need to be equipped with intelligent communication technologies which enable clients to contact the right group of experts or individual agents. During the design phase, the additional challenge was to create a solution to connect all locations and all agents. Agents are grouped in teams that complement each other and, if necessary, can take over each other's responsibilities. The network design now enables the intelligent choice of agents, irrespective of the location of the customer."

Tags, Keywords:

Cisco, Inteligo, Cisco Unified Communications, Customer Care, Contact Center

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Supporting Resources:

• More information on Inteligo: http://www.inteligo.pl/ and http://www.pkobp.pl/
• More information on Cisco: www.cisco.com
• News from Cisco Emerging Markets: http://newsroom.cisco.com/dlls/global/emerging/
• More information on SeveNet: http://www.sevenet.pl/

About Inteligo Financial Services S.A.:

Design and Informatics company specialised in the creation of integrated solutions for electronic banking and online financial services.

The company is a subsidiary of PKO Bank Polski S.A. and performs services to the owner and the other subsidiaries as far as the development and maintenance of electronic banking channels is concerned: electronic banking services iPKO in PKO Bank Polski, electronic banking services for Inteligo, electronic channels of Bank Pocztowy and Kredobank in Ukraine.

Its expertise and technology allow it to offer services for creating integrated online service channels for other institutions in the banking and finance sector.

Additional activities of Inteligo Financial Services S.A. include the development and online sales of its partners' products, including: insurance from PZU SA, recharging of mobile phones of all telecommunication operators operating in the Polish market, and unit investment funds PKO TFI SA.

About SeveNet

SeveNet was founded in June 1997. Initially the company dealt with the design of communication systems and service of communication channels. As the company established cooperation with more and more customers and identified their needs, it expanded its business offering to comprehensive system integration services.

SeveNet is a Cisco Gold Partner and holds several specializations: Advanced Security, Advanced Routing & Switching, Advanced Wireless and Advanced Unified Communications. SeveNet's competence in Contact Centre is proven by Cisco specializations, such as:  Authorized Technology Provider Cisco (ATP) in Unified Contact Center Enterprise and Customer Voice Portal.