Emirates NBD Egypt has signed a strategic partnership with Avaya to transform customer experience for its operations in the North African country by deploying the latest multi-channel contact centre solutions.
This project, which builds upon the existing long-standing relationship between Avaya and Emirates NBD, enables the Egyptian arm of the UAE bank to communicate effectively with customers and teams across all branches nationwide. The project will also link communications directly to the main support centers in UAE, which have access to multi-channel contact centres, and visual communication between work crews.
“At Emirates NBD, we continually look to the latest technology to maintain our leadership in the regional banking sector, deliver superior customer experience and improve collaboration between teams in every region we work in.” Ahmad ElShanet, CIO of Emirates NBD Egypt, said:
“The implementation of innovative technology solutions in delivering positive banking experiences to our customers fit perfectly with the strategic direction Emirates NBD takes in Egypt and every country it operates in. Our strategic partnership with Avaya helps us benefit from their expertise in the field of communication technologies and achieve our digital transformation goals.”
This agreement also highlights Avaya’s commitment to provide value to its clients in Egypt. In addition to the innovative services provided, the partnership will help create employment opportunities for thousands of young Egyptians, either through contact centres or the bank’s branches in Egypt.
“Avaya is proud to work with Emirates NBD, one of the leading banks in the region, to improve the services provided to customers and support investment in the country. The bank has already witnessed significant growth in Egypt and by providing them with the latest communication technologies, we are happy to contribute to this growth process, while helping Emirates NBD to meet the diverse needs of its customers.” Mohammed Areff, Vice President of Avaya for Middle East, Africa and Turkey.
“Our collaboration with Avaya for the latest multi-channel contact centre solution is the result of our commitment to enhance our leadership position, deliver excellent customer experience and build a high-performance organization.” Ahmad ElShanet added.
Avaya works with leading public and private sector institutions in the Middle East to transform the customer experience and help them achieve their digital transformation objectives. The company pioneers world-class contact centre and unified communications technologies and services and enables customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Avaya is the global market share leader in contact centre solutions and has been named a Gartner Magic Quadrant Leader for Contact Centre Infrastructure for 16 consecutive years.
