Avaya implements KFH contact center
Dubai, October 9, 2011
Avaya, a leader in business communications and collaboration, said it has deployed its next-generation contact center at Kuwait Finance House.
Avaya said 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.
A leading Islamic bank, KFH offers key services including retail, commercial, real estate and cars financing, direct investment, and investment portfolio services.
Avaya said its 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.
In addition, Avaya said KFH selected its workforce optimization to help the organization balance efficiency and effectiveness by using the contact center strategically.
The company 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.
“With a rise in customers’ demand, we decided to go with Avaya for our contact center needs. Avaya will help us manage our own center efficiently to drive productivity, cost and competitive advantages,” said Mohammed Al Fouzan, assistant general manager – banking sector, KFH.
Nidal Abou-Ltaif, VP of Emerging Markets, Avaya, said, "In the extremely competitive financial services landscape, every point of customer interaction should be strengthened and streamlined to meet changing client needs."
"KFH’s self-service customer care approach uses open, web-based technologies which enable customers to help themselves to the information they need whenever they need it, supported by an informed and empowered contact center, resulting in more satisfaction for both the client base and the bank," he added.-TradeArabia News Service