Alcatel-Lucent provided RAKBANK with latest contact center solution to enhance customer service

The solution from helps streamline business applications and seamlessly integrated RAKBANK's back office applications. The solution also enhances customer loyalty through better overall management of call volumes and agent availability.

Installed at the bank's two contact centers, the Alcatel-Lucent contact center solution optimizes customer interaction by offering choice, convenience and an enhanced service experience to customers. By delivering relevant information, the solution is designed to enable faster resolution of inquiries and deliver specialized services to customers based on their individual profiles.

The Genesys Customer Interaction Management Suite also provides call centers with the opportunity to have sophisticated routing and reporting across voice, e-mail, documents and web interactions, coupled with integrated self service, in order to ensure customers are quickly connected to the best available resource.

RAKBANK opted for the solution designed by Al-Futtaim Technologies due to its use on Alcatel-Lucent products, and due to the team's technical excellence and commitment. The bank was recently voted for the third year running as the number 1 bank in the UAE Annual Bank Benchmarking Report conducted by service specialists Ethos Consultancy.

"At RAKBANK, we place the utmost importance on the quality of our customer service. To be able to consistently deliver excellent service, we need to have not only the best practices, people and processes in place, but also the best available technology that can deliver our requirements. The new contact center solution will further enhance customer satisfaction and help to reinforce our leading position in service within the UAE banking sector."

says Graham Honeybill, General Manager of RAKBANK.

"We are delighted that RAKBANK has chosen Alcatel-Lucent's technology to implement a Dynamic Contact Center and provide Premium Customer Care to its large clientele. This fully integrated contact center is a powerful solution that will strengthen customer interactions, increase revenues and enable the development of innovative customer service technology that unites the contact center with back-office operations. The solution will help RAKBANK achieve its business goals of offering the highest value to its customers on a daily basis". Says JAN ZUURBIER VP Sales & Support Emerging Markets, for Alcatel-Lucent's Enterprise business.

Through ongoing investment in state-of-the-art technology, RAKBANK endeavours to offer customers better and more convenient banking services. Every point of contact is treated as an opportunity to strengthen relationships with customers and exceed expectations through a higher standard of service than generally offered in the market. The OmniGenesys solution enables RAKBANK to deliver seamless and consistent service to customers in the UAE.