KFH cites a reduction in infrastructure, operating and administration costs

Experiences better customer results using Avaya's Contact Center technology

DUBAI, UNITED ARAB EMIRATES: Avaya today announced that Kuwait Finance House, one of the leading Islamic banks in the world, has implemented a contact center using Avaya technology.

KFH offers Islamic banking services that include Retail, Commercial, Real Estate and Cars financing, Direct investment, and Investment portfolio services. Forbes magazine described KFH as the Harvard of Islamic banks. www.kfh.com  

After being selected to provide the next-generation Avaya Aura® Contact Center solutions, Avaya expert consultants worked closely with KFH employees to identify best-practice processes in order to design and implement an efficient contact center setup to leverage KFH's strengths and help the business improve customer satisfaction.  

KFH's contact center is based on the Avaya Aura Communication Manager, which helps deliver multichannel capabilities including voice, email, chat and SMS, as well as a resilient  IP-based infrastructure. 

In addition, KFH selected Avaya Workforce Optimization to help the organization balance efficiency and effectiveness by using the contact center strategically, This implementation to offer insights into customer activity in order to allow the business to operate more efficiently. Avaya also equipped the contact center with Avaya IQ, a reporting and analytics platform intended to help KFH share "one view of the truth" and potentially to reduce decision-making time and risk, creating a consistent customer experience.  

Quotes

"With a rise in customers' demand , we decided to go with Avaya for our contact center needs. Avaya will help us manage our own center efficiently to drive productivity, cost and competitive advantages"

- Mr. Mohammed Al Fouzan , Assistant General Manger - banking sector , KFH   

""In the extremely competitive financial services landscape, every point of customer interaction should be strengthened and streamlined to meet changing client needs.  Kuwait Finance House's self-service customer care approach uses open, web-based technologies which enable customers to help themselves to the information they need whenever they need it, supported by an informed and empowered contact center, resulting in more satisfaction for both the client base and the bank."

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

Tags

Contact Center, Workforce Optimization, Analytics, IP Telephony

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About Avaya
Avaya is a global leader in business communications and collaboration, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.

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© Press Release 2011