Customer services demand drives technology

RAKBANK rolls out contact centre solution to extend customer service capabilities.

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By  Christina Corbett Published  August 26, 2007

Al Futtaim Technologies, a member of the Al Futtaim Group of companies, is cashing in on banks' attempts to improve customer services.

In the UAE's crowded banking sector financial institutions are using every opportunity available to differentiate themselves from their competitors, including calling in the providers of software solutions to enhance customer services.

The latest bank to adopt such a strategy is Ras Al Khaimah's Rakbank. Al Futtaim Technologies today announced that the bank has appointed the company to implement an advanced contact centre solution to streamline customer services and offer clients more convenient banking operations.

The move comes at a time when customers are increasingly frustrated with the poor services provided by many banks throughout the region.

The strategy is one that is reflected across all sectors of the UAE's rapidly growing economy and is driving the demand for software solutions to manage customer communications in companies across the Middle East.

According to Al Futtaim Technologies managing director, Harvey Klyce, "Service organisations such as financial institutions, real estate developers and telecommunications service providers are leading the demand for contact centre solutions across the MENA [Middle East North Africa] region."

Klyce added that the company's Genesys system "has the ability to create value by building brand awareness, enhancing customer loyalty and generating increased revenues."

In its attempt to position itself as a leading bank in the UAE, Rakbank will be hoping that the system performs.

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