Commercial Bank International implements a full Avaya intelligent communications solution

The implementation is designed to position CBI as a convenient and flexible bank with a host of new channels to allow customers easy access to their funds.

"Our new partnership with Avaya is in line with our new corporate identity and vision," said Mr. Khamis BuHaroon, CBI Chief Executive Officer. "It reflects our promise to be a customer-centric bank with all the answers. Becoming more accessible helps us serve our customers better, and underlines the way we are positioning ourselves in the market."

The comprehensive IP Telephony enabled contact centre solution will ensure that customers have world class service when they need to communicate with CBI by voice, email, SMS, fax and e- banking. The decision to implement the Avaya solution was also largely based on the bank's ambitious plans for the near future. With a firmly established foundation in corporate banking, CBI plans to extend its reach into the retail banking world by opening more branches and ATMs and introducing tailor-made products that make everyday banking simpler. The bank required a streamlined system offering future-proof technology and the ability to integrate diverse operations, and found that the Avaya Customer Relationship Management solutions, Avaya Interactive Voice Recognition Software, Avaya Call Management System, and Avaya Call Center Express was ideal for their requirements.

"The UAE marketplace is rapidly changing, and the role played by flexible retail solutions is getting more and more crucial," commented Nidal Abou Ltaif, managing director, Avaya MENA. "CBI's vision of being a bank with flexible ideas, customer-centric services and one-of-a-kind products is perfectly suited to the Avaya solution."

Currently designed to serve the eight existing branches across the UAE, the solution is scaleable to support the bank's target of 50 agents by the end of the year with the overall capacity for up to 400 agents based anywhere in the world.