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Jordan Islamic Bank taking care of customers with Aastra

Aastra contact centre solution providing customer services and telebanking

The contact centre is intended to improve service for customers.
The contact centre is intended to improve service for customers.

Jordan Islamic Bank has selected Aastra solutions for its new customer contact centre.

The bank rolled out the Aastra Solidus eCare Multimedia Contact Center solution, which will enable customers to contact service agents via telephone, email, SMS and chat, along with telebanking services.

The contact centre was implemented by UNITEL, an authorised Aastra systems integrator. UNITEL ensured that the solution was integrated with the bank's business processes and systems in order to automate routine customer requests such as service registration, balance inquiries, transactions, statement of account request, money transfers (internal and external), bills payment, inquiries information, cards information, credit card last five transactions, block/unblock ATM & credit cards and cheque requests.

Mohammed Bata, managing director of UNITEL commented: "The call centre can handle high call volumes and can be expanded easily to cope with future demands. The automated telebanking offers high quality self service to customers after normal business hours, helping the bank improve customer service and lower call centre costs. VIP customers can be prioritised, so their calls are handled quickly. The implemented Solidus eCare multimedia solution is also used for outbound call campaigns."