Arab National Bank (ANB) is implementing an Internet Protocol (IP) based contact center system from Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, systems and services, in a strategic effort to enhance its customer service operations.
Senior executives at ANB conducted an extensive evaluation of the bank’s technology infrastructure, and came to the conclusion that Avaya’s portfolio of IP telephony products and services met the strategic needs and management initiatives of the institution, one of the leading banks in the Kingdom of Saudi Arabia.
Facing increased competition in the financial sector, and tighter regulatory controls over banking procedures, the need to implement a state-of-the art customer service system was imperative.
Using Avaya technology, ANB will now be launching two ‘live’ contact centers, based in Riyadh, as well as two remote sites in Jeddah and Dammam. By implementing a comprehensive upgrade of the bank’s customer service operation, ANB expect to substantially raise performance, increasing business agility and providing a competitive edge.
With more than 2500 employees and international banking operations spread across 126 branches, in addition to 1 branch in the United Kingdom, senior management at ANB made the strategic decision to utilize advanced IP telephony in order to achieve its goal of providing world-class service to its retail, corporate and investment customers.
The Avaya IP telephony solution is being implemented through Avaya’s local partner WESA, and comprises the following elements:
- Avaya Communication Manager
- Avaya Interactive Center
- Avaya Interactive Response (IR)
- Witness ContactStore Voice Recorder
“ANB's new IP based contact center will enable the bank to achieve increased levels of reliability and productivity,” said Nidal Abou-Ltaif, managing director for Avaya in the Middle East and North Africa. “By placing communications at the heart of the business, senior management at ANB will gain greater control and visibility, allowing them to seamlessly link the entire workforce together – including customer service agents, branch office employees and knowledge experts in any number of locations.”
“Such a strategy will result in the bank’s customers being served with greater speed, accuracy and efficiency, thereby delivering the performance objectives that senior ANB management have set,” concluded Abou-Ltaif.
