Avaya helps CBI gear up for expansion across UAE

Solution will help enhance bank’s customer service

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By  Published  September 29, 2006

UAE bank Commercial Bank International (CBI) has implemented a communications solution from networking solutions provider Avaya in a bid toenhance its customer service as it gears up for expansion across the emirates.

Avaya’s partner EMW is implementing the solution at CBI.

CBI said that it required a streamlined system offering future-proof technology and the ability to integrate diverse operations as it expands its operations.

It said that Avaya’s solution, which includes customer relationship management solutions, interactive voice recognition software, call management system and call centre express, was perfect for its needs.

“Our new partnership with Avaya is in line with our new corporate identity and vision,” said Khamis BuHaroon, CEO at CBI.

“It reflects our promise to be a customer-centric bank with all the answers. Becoming more accessible helps us to serve our customers better, and underlines the way we are positioning ourselves in the market.”

The system is a full-fledged multi-channel contact centre, Roger El Tawil, channel and marketing director at Avaya Middle East and North Africa (MENA), told IT Weekly.

He said the system enabled the customer to contact the bank in various ways — by voice, e-mail, SMS, fax or e-banking — and also ensured consistency regardless of which branch of the bank was contacted.

Another advantage of the system, El Tawil added, was that it differentiated the banking service giving CBI a competitive edge.

CBI is planning to increase its number of branches in the emirates to 15 from its current eight, and boost its number of ATMS to 50 from 18, by 2007.

“The UAE marketplace is rapidly changing and the role played by flexible retail solutions is getting more and more crucial,” commented Nidal Abou Ltaif, managing director, Avaya MENA. “CBI’s vision of beinga bank with flexible ideas, customer-centric services and one-of-a-kind products is perfectly suited to the Avaya solution.”

Currently serving CBI’s existing eight branches across the emirates, the solution is scaleable to support CBI’s growth plans, Avaya said.

Avaya designs, builds and manages communications networks for more than one million businesses worldwide.

Its customer base includes the finance, health care and hospitality sectors.

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