AlexBank, a member of Intesa Sanpaolo Group, announced on Thursday it has deployed a comprehensive multimedia contact centre solution from Avaya Inc.
Aiming to better serve the needs of a growing customer base, including the development of new mobile and self-service applications, AlexBank said it deployed a comprehensive multimedia contact centre solution from Avaya Inc., a leading provider of solutions that enable customer and team engagement across multiple channels and devices.
AlexBank’s new solution connects customers with 120 contact centre agents equipped to meet changing customer needs, including demand for social media-centric services and mobile applications. Using the Avaya Aura® Contact Centre and Avaya Workforce Optimization solutions, AlexBank can enhance the productivity and accessibility of its customer care team, ensuring an optimal level of service for customers using the platform of their choice to communicate with the bank.
This new deployment builds on the decade-long relationship between AlexBank and Avaya, through which the bank has connected its 180 branches in a centralized, hub and spoke operation. The new solution relies on this highly reliable infrastructure as a foundation over which to deliver new service offerings that transform the customer care experience for the bank’s customers. When planning for future growth, AlexBank can now quickly and effectively increase its customer-facing service team and launch new services faster than ever using the Avaya multimedia contact centre solution.
Roberto Vercelli, AlexBank CEO and Managing director stated “The highest standard of customer service is AlexBank’s objective, and our Avaya Aura contact centre solution enables our team to serve changing customer needs faster, more comprehensively and through the channels that they choose, transforming our customer experience. After a decade of collaboration, Avaya continues to deliver the solutions that we need to optimize our financial offering, organizational efficiency and customer service strategy in today’s highly mobile and application-based environment.”
From his side, Mohamed Hindy, General Manager, Avaya Egypt affirmed “As AlexBank’s customer and operational needs have evolved over the last 10 years, it has been Avaya’s commitment to provide it with easily-managed and integrated, customer-centric solutions. The deployment of this Avaya multimedia contact centre underscores AlexBank’s focus on investing in technology to create and deliver services that offer choice, flexibility, and accessibility to its growing base of customers.”
