Avaya enables financial institutions to exceed customer service expectations at MEFTEC 2009

During the event, Avaya will showcase communications solutions that allow financial institutions to maximize their existing resources and continue creating real business value in the midst of economic cut backs.

With financial institutions being one of the most affected sectors amid the current economic downturn, increasing productivity and reducing costs are the top priorities. While many companies have reduced capital spending, they need to take precautionary measures to ensure the quality of their services is not being compromised.

"Financial institutions need to make sure that their clients' expectations are being met - if not exceeded, especially during this economic downturn. This is a crucial time - customers are more demanding, and this poses a challenge to institutions that have reduced their staff. It is crucial to enhance the productivity of current resources, and leverage existing and new technologies that reduce complexity and improve work operations."

said Nidal Abou-Ltaif, Vice President, Avaya - Emerging Markets.

Avaya solutions have a proven track record of success in the financial industry. Avaya communication technologies have enabled branch bank managers, risk and compliance officers, contact centre agents, and other professionals in the sector to work more efficiently. In the Middle East, Avaya has deployed its solutions in institutions such as National Bank of Abu Dhabi, Commercial Bank International, Arab National Bank and Emirates Bank International.

Among the Avaya solutions that will be presented at MEFTEC 2009 are:

Avaya Intelligent Branch Banking:

optimizes operations to deliver higher staff productivity and better customer service at branch locations allowing retail banks to gain a competitive edge.

Unified Communications:

designed to standardize and streamline communications within the organization. Employees will be able to work from any location which reduces operating costs and delays in meeting internal and external business needs.

Video conferencing:

one of the solutions that will enable employees to contact each other while minimizing travel expenses.

Proactive Contact Centre Solutions:

predictive dialling technologies help businesses proactively manage customer relationships and drive outbound services such as customer notifications, service follow-ups, and collection calling. The technology can automatically call customers, detect a live connection, and then ensure the right agent is instantly connected to the customer.

Avaya IQ:

provides single analysis and reporting for contact centre intelligence.

These solutions, with added essentials such as voice quality and security, have resulted in improved employee-to-customer response time and employee efficiency. "During this economic downturn, banks cannot ignore the advantages available today with real time collaborative communications. Much of this is a one-off investment and organizations can expect a significant ROI," added Abou-Ltaif.

The Middle East Financial Technology Event will run from the 10th - 11th of February at the Bahrain International Exhibition Centre.