Kuwait City, Kuwait – gulftech –
National Bank of Kuwait (NBK), Kuwait’s first indigenous bank and the Gulf region’s first shareholding company, has used Avaya (NYSE: AVAYA) technology to digitally transform its contact center and deliver personalized, effortless experiences across a range of touchpoints.
NBK selected the Avaya contact center solution to significantly improve time-to-market for new, advanced banking services, and further enable NBK to maintain its dominant market share.
The roll-out of the solution earned NBK the Banking and Finance Innovation of the Year award at the ITP.net Technology Leadership Awards, held on the sidelines of GITEX Global.
“Accelerating our digital transformation strategies supports our operations and customer services. This is of paramount importance to our operations, as we continue to leverage our unique strengths to provide the best banking experience to our customers, creating new products and services, and effectively improving operational efficiency,” said Mohammed Al-Kharafi, General Manager, Head of Group Operations at National Bank of Kuwait.
“As a trendsetter in digital transformation in Kuwait and the GCC, NBK continues to expand its digital agenda, introducing the latest digital technologies in the banking sector.”
Dhari Al Quraishi, General Manager, Acting Chief of Information Technology, at National Bank of Kuwait, added: “We need a fully integrated customer experience solution that is both agile and boasts a large ecosystem that will enable us to deploy and scale new digital services smoothly and easily. The Avaya technology will enable this for us.”
He added, “With this transformation, we expect to demonstrate an operating model that will enable us to deliver on our strategic priorities, which include placing a heavy emphasis on realizing digital ambitions. Investments in advanced technologies such as this remain the key drivers of the retention and acquisition of an emerging, young and demanding clientele.”
The Avaya solution selected by NBK will deliver a suite of advanced capabilities that the bank needs to keep up with the changing nature of its customers’ expectations. The solution is being implemented by Middle East Telecommunications Company (METCO), which specializes in facilitating digital transformation for large organizations. The solution will assist NBK in integrating and automating phone, chat, and video capabilities that deliver more – and more satisfying – transactions.
The next phase of the implementation will see NBK delivering self-service solutions with AI-powered chatbots, voice biometrics, and speech analytics – creating memorable and personalized experiences for NBK’s customers, regardless of how they contact the bank.
“As one of the region’s longest-standing financial institutions, NBK has succeeded across decades with an ongoing and strategic focus on the experiences that it delivers to its customers. We are proud to have been given the opportunity to add to that legacy as the group accelerates its transformation to enable effortless experiences across the entire customer journey. We look forward to helping NBK serve its customers’ needs well into the future,” said Nidal Abou-Ltaif, President, Avaya International.
