Abu Dhabi Commercial Bank sets up new Customer contact centre - Al Murshid

The move comes as part of ADCB's overall business strategy, which will see it grow not only its physical presence but also enhance its service offerings.

The contact centre has been conceptualised, planned and project managed by US based management and IT consulting company, Cedar Consulting as part of Cedar's initiative to develop and implement ADCB's strategy

The contact centre is equipped with state of the art technology from US based Telecommunications major Avaya to manage all customer contacts 24 hours a day, 7 days a week. The centre has been installed with the latest worldwide release of the Avaya Interaction Centre (AIC) software which provides complete support to intelligently manage all customer contacts across the entire relationship life cycle. The design of the centre is on a modular format so that it is scalable to handle not only the current but also all future transaction loads for ADCB.

"Our aim in launching the contact centre is to provide our existing and future customers with an easy, convenient and friendly way of banking with ADCB. Customers will be able to access all the information they require on the bank's products and services, whether it be, paying utility bills, transferring funds or to get a balance enquiry, 24 hours a day, seven days a week," said Eirvin Knox, Chief Executive Officer, ADCB

"Al Murshid has been designed to provide customers with a hassle-free experience and anytime-anywhere accessibility. Furthermore what distinguishes Al Murshid from other centre's is that the Telebanking solution provides customized data for each customer contact to enable the highly skilled and experienced team of agents to immediately understand and respond to the needs and aspirations of each individual caller. In addition the solution can map customer contacts across various contact channels so that a unified view of the customer is made available to the agents," continued Knox.

The Al Murshid contact centre is one of the latest banking channels developed by ADCB and reflects the bank's continued commitment to designing innovative banking services for the benefit of its customers whilst simultaneously building future business.

"The new Al Murshid contact centre is a direct result of our belief in customer choice and is part of our ongoing mission to develop products, systems and services that customers want," concluded Knox.