Advanced Technology The Basis For Superior Customer Service And Business Continuity, Says Senior ANB Executive
Riyadh, Kingdom of Saudi Arabia - Arab National Bank (ANB) is implementing an Internet Protocol (IP) based contact center system from Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, systems and services, in a strategic effort to enhance its customer service operations.
Senior executives at ANB conducted an extensive evaluation of the bank's technology infrastructure, and came to the conclusion that Avaya's portfolio of IP telephony products and services met the strategic needs and management initiatives of the institution, one of the leading banks in the Kingdom of Saudi Arabia.
Facing increased competition in the financial sector, and tighter regulatory controls over banking procedures, the need to implement a state-of-the art customer service system was imperative.
Using Avaya technology, ANB will now be launching two 'live' contact centers, based in Riyadh, as well as two remote sites in Jeddah and Dammam. By implementing a comprehensive upgrade of the bank's customer service operation, ANB expect to substantially raise performance, increasing business agility and providing a competitive edge.
With more than 2500 employees and international banking operations spread across 126 branches, in addition to 1 branch in the United Kingdom, senior management at ANB made the strategic decision to utilize advanced IP telephony in order to achieve its goal of providing world-class service to its retail, corporate and investment customers.
The Avaya IP telephony solution is being implemented through Avaya's local partner WESA, and comprises the following elements:
- Avaya Communication Manager
- Avaya Interactive Center
- Avaya Interactive Response (IR)
- Witness ContactStore Voice Recorder
"ANB's new IP based contact center will enable the bank to achieve increased levels of reliability and productivity," said Nidal Abou-Ltaif, managing director for Avaya in the Middle East and North Africa. "By placing communications at the heart of the business, senior management at ANB will gain greater control and visibility, allowing them to seamlessly link the entire workforce together - including customer service agents, branch office employees and knowledge experts in any number of locations."
"Such a strategy will result in the bank's customers being served with greater speed, accuracy and efficiency, thereby delivering the performance objectives that senior ANB management have set," concluded Abou-Ltaif.
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About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.
Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services -Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website: www.avaya.com
Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com
About Arab National Bank (ANB)
Arab National Bank (ANB) is one of the ten commercial banks in the Kingdom of Saudi Arabia. ANB was established in 1980 upon Saudisation of the six branches of Arab Bank of Jordan. The Arab Bank had been operating in the Kingdom for 30 years. The Bank has a network of 126 branches, in addtion to a London branch and more than 400 ATMs. ANB has emerged as a leader within the Kingdom in exploiting technology to serve business needs and has pioneered initiatives such as internet banking in the Kingdom. More information, please visit www.anb.com.sa
For further information please contact:
Lama Kabbani
AVAYA
Tel: +97144048155
Fax: +97144048140
E-mail: kabbani@avaya.com
Eileen Wallis
Wallis Marketing Consultants
Tel: 9714 390 1950
Fax: 9714 367 2801
E-mail: eileen.wallis@wallismc.com
© Press Release 2005
