Ali Sajwani, CIO of Emirates NBD said, “A bank’s communications strategy and the networking infrastructure behind it are among the most critical elements to success in our business, and Emirates NBD has selected Avaya as our communications partner for the reliability, openness and operational efficiency of their solutions. Both in enhancing communications with our customers and improving our internal collaboration, working with Avaya has delivered beyond Emirates NBD’s expectations.”
According to him, Emirates NBD selected Avaya Networks for its resiliency, reliability, and security. He said that although the need to stay connected with customers and internal stakeholders is not unique to the banking industry, the need to connect multiple disparate centres of business to ensure that information is shared instantly and accurately on a secure network is a challenging feat.
Using Avaya’s unified communications, Emirates NBD has brought nearly 7000 extensions across all of its UAE & international branches online with productivity and collaboration tools, which enhance the quality and consistency of communications while potentially reducing the overall total cost of ownership for its network infrastructure.
“In an extremely competitive banking landscape, every point of customer interaction should be strengthened and streamlined to meet changing client needs. Emirates NBD is underscoring the importance of leadership in the region’s banking sector by offering customers increased choice and flexibility in how account holders communicate with the bank. Furthermore, the agile and efficient networking strategy enabled by Avaya solutions helps Emirates NBD adapt quickly to new opportunities.” commented Nidal Abou-Ltaif, vice president of emerging markets, Avaya.
Since its inception, Emirates NBD contact centre relied on Avaya technology with continuous evolution to match dynamic customer needs and to surpass quality of service standards, the companies said.
Emirates NBD has also recently adopted a video enabled customer service for ATM users. This innovative technology will provide an immediate visual communication option which could ultimately be delivered across selected banks’ ATM network, according to Sajwani.
The video ATM initiative is being showcased by Emirates NBD and Avaya at GITEX 2011.