ADCB sets up new customer contact centre

The Abu Dhabi Commercial Bank (ADCB) has announced that it has set up a new contact centre called ‘Al Murshid’ meaning the guide to provide 24/7 telebanking and other value-added services to customers.

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By  Maddy Reddy Published  January 12, 2004

To further enhance its drive to build and strengthen relationships with customers and provide efficiency through the latest technology, Abu Dhabi Commercial Bank (ADCB) has announced that it has set up a new contact centre called ‘Al Murshid’ meaning The Guide. “Our aim in launching the contact centre is to provide our existing and future customers with an easy, convenient and friendly way of banking with ADCB. Customers will be able to access all the information they require on the bank’s products and services, whether it be, paying utility bills, transferring funds or to get a balance enquiry, round the clock,” says Eirvin Knox, CEO, ADCB. The contact centre has been conceptualised, planned and project managed by US based management and IT consulting company, Cedar Consulting as part of Cedar’s initiative to develop and implement ADCB’s strategy. The contact centre is equipped with telecom infrastructure from Avaya to manage all customer contacts 24/7. The centre has been installed with the latest worldwide release of the Avaya Interaction Centre (AIC) software, which provides complete support to intelligently manage all customer contacts across the entire relationship life cycle. The design of the centre is on a modular format so that it is scalable to handle not only the current but also all future transaction loads for ADCB. “Our telebanking solution provides customised data for each customer contact to enable the call centre agents to immediately understand and respond to the needs of each individual caller. In addition the solution can map customer contacts across various contact channels so that a unified view of the customer is made available to the agents,” adds Knox. The 18-year old bank was formed after the merger of Emirates Commercial Bank and Federal Commercial bank with Khaleej Commercial Bank. ADCB is among the top three banks in the UAE with assets of AED 27 billion and operating income of AED 924 million. The Government of Abu Dhabi, through Abu Dhabi Investment Authority (ADIA), holds 65% of the capital while the rest is held by various UAE Institutions and Nationals.

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