Avaya today announced that Kuwait Finance House, one of the leading Islamic banks in the world, has implemented a contact center using Avaya technology.
KFH offers Islamic banking services that include Retail, Commercial, Real Estate and Cars financing, Direct investment, and Investment portfolio services. Forbes magazine described KFH as the Harvard of Islamic banks.
After being selected to provide the next-generation Avaya Aura Contact Center solutions, Avaya expert consultants worked closely with KFH employees to identify best-practice processes in order to design and implement an efficient contact center setup to leverage KFH’s strengths and help the business improve customer satisfaction.
KFH’s contact center is based on the Avaya Aura Communication Manager, which helps deliver multichannel capabilities including voice, email, chat and SMS, as well as a resilient IP-based infrastructure.
In addition, KFH selected Avaya Workforce Optimization to help the organization balance efficiency and effectiveness by using the contact center strategically, This implementation to offer insights into customer activity in order to allow the business to operate more efficiently. Avaya also equipped the contact center with Avaya IQ, a reporting and analytics platform intended to help KFH share “one view of the truth” and potentially to reduce decision-making time and risk, creating a consistent customer experience.