Emirates Bank Group win Customer Service Awards with Avaya Contact Center Technology

Emirates Islamic Bank was recently awarded #1 Islamic bank in the UAE from a customer service perspective, and overall the group scored highly in a survey conducted by Dubai-based Ethos consultancy.

'To be recognized as a Class Service Provider is our main strategic differentiator, supported by our goal to deliver quality customer service through state-of- the art technology' Abdulla Qassem, General Manager - Information Technology & Operations. 'Buzz, the contact center arm of Emirates Bank Group, is now the largest outsourcing contact center in the GCC with over 600% growth in number of agents during 2006, and it has been a core partner in ensuring that clients of any company within the Emirates Bank group receive the best customer service possible.'

Buzz has deployed Avaya Communication Manager IP enabled infrastructure, which can handle up to 600,000 calls in an hour across the contact center. Using a distributed IP contact center environment, Avaya makes it possible to connect the right customer to the right skilled agent at the right time, through a multi-skilled routing technique.

In addition, Avaya's Call Management System (CMS) has enabled Buzz to analyze the performance of all agents across the organization - preparing them to proactively plan staffing requirements, improve call flow and service levels, and to identify areas to increase productivity and reduce costs.

'We're absolutely delighted with our partnership with Avaya. With their solution we have increased agents' productivity, optimized the efficiency of our operation and improved customer satisfaction,' added Tarun Gulati, Head of Call Centers, Buzz.

'Deploying an IP-based multi-site contact center was the right decision to react to business needs in a timely manner and the flexibility to prepare for future growth. I was an Avaya user long before I joined Buzz. In my experience, and from a call center perspective, there is no better contact center system in the market.'

The solution that Avaya provided to Buzz was designed to enable seamless integration across the organization to cater to their rapid growth and to enable them to react to their business needs. Currently Buzz has 6 sites across UAE serving diverse industries from retail banking, Islamic banking, credit cards and other financial services.

'When working with the Emirates Bank Group, and Buzz, we found a group of people who really understand that technology is a major supporting strategic factor to deliver superior customer service' commented Nidal Abou Ltaif, managing director, Avaya Middle East & North Africa. 'They are committed to using Avaya solutions to win customer loyalty, and keep their managers in touch with everything going on in the contact center, whether it is the performance of one agent or a group of agents, in one location, or around the UAE. We applaud Emirates Bank Group on their award and look forward to carrying on our work with Buzz as a strategic technology partner'