Emirates Bank to migrate to IP telephony with Avaya

Emirates Bank International (EBI) has announced that it will migrate its communications to an IP infrastructure across 40 branches and its contact centre. The company has chosen IP giant Avaya to implement the ambitious project.

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By  Simon Duddy Published  October 26, 2004

Emirates Bank International (EBI) has announced that it will migrate its communications to an IP infrastructure across 40 branches and its contact centre. The company has chosen IP giant Avaya to implement the ambitious project, with eight new branches, comprising 300-500 employees, due to be up and running by the end of the year. The rest of the branches will be migrated in phases. EBI is already in the process of migrating its contact centre to an Avaya IP telephony solution and will replace all of the bank’s traditional telephone communications with Avaya IP systems. “Service based organisations looking to excel in customer care can no longer ignore the benefits of IP Telephony,” says Abdulla Qassem, chief manager, information technology & operations at EBI. “IP Telephony will allow us to expand our customer support capabilities, mobilise our resources and make tremendous savings on communications costs. In addition, working with Avaya will make it possible to achieve these aims gradually while protecting our existing investment in technology,” he adds. EBI, one of the largest banks in the United Arab Emirates (UAE), plans to use the IP network to help the bank reduce its communications costs between existing and new branches as well as deliver the same customer experience across the bank’s operations in the UAE and abroad. “To cope with increasing customer expectations, enterprises like EBI have had to implement a broader set of capabilities for interacting with the customer, to create a consistent experience,” says Nidal Abu Ltaif, managing director for Avaya Middle East and North Africa. “The Avaya and EBI partnership provides the bank with a competitive edge through enhanced business critical infrastructure throughout the organisation and a greater customer experience, all through the power of IP,” he explains.

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