The UAE-based bank will install an IP telephony-enabled contact center system to ensure its customers can keep in contact by voice, email, SMS, fax and e-banking. It will also play a part in the bank’s program to open more branches and ATMs.
Commercial Bank International (CBI) said that it required a streamlined system offering future-proof technology and the ability to integrate diverse operations, and found that the Avaya Customer Relationship Management tools, Avaya Interactive Voice Recognition software, Avaya Call Management system, and Avaya Call Center Express met its requirements.
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 of Avaya MENA. CBI’s vision of being a bank with flexible ideas, customer-centric services and one-of-a-kind products is perfectly suited to the Avaya solution.
Currently designed to serve the eight existing branches across the UAE, the system is scaleable to support the bank’s target of 50 agents by the end of the year with the overall capacity for up to 400 agents throughout the world.
