NCR Corporation, the global leader in consumer transaction technologies, today announced that it has partnered with Genesys the market leader in omnichannel customer experience (CX) and contact center solutions to provide United Arab Bank (UAB) with a suite of innovative products to enhance its customer interactions. These include the implementation of Genesys Business Edition on NCR Contact Center Suite (NCCS) a specially developed technology for the Middle East and African market.
With this edition of the Genesys Customer Experience Platform, UAB customer service agents will now be able to better manage inbound and outbound voice calls on the NCR Unified Agent Desktop and Knowledge Base, part of the NCCS. The NCR Desktop offers agents a single view of customer profiles in real time, enabling them to verify callers and fulfill more than 15 transactions. The NCR Knowledge Base module will allow UAB to store support incidents and case solutions in a central location, for easier access to account information and product updates. In addition, customers will be able to perform more than 30 self-service transactions on the Genesys Voice Portal.
Tony B. Graham, Executive Vice President of Retail Banking at UAB, said,“Our investment in Genesys solutions and the NCR Contact Center Suite will provide our customers with a faster, more comprehensive and a simplistic phone banking experience, with shorter call waiting times and the abilty to perform many transactions through smart voice recognition technologies.”
NCR NCCS optimizes overall contact center throughput with intelligent, adaptive work management and real-time performance monitoring. Based on a true multichannel infrastructure and an open XML and Web Services platform, NCCS has successfully transformed the way that a number of financial institutions in UAE connect, interact and transact with customers through call centers.
“Optimising the quality of each customer’s experience is of prime importance, and remains a key strategy for NCR,” said Hanna Habib, NCR managing director for South Gulf. “We will continue to work closely with UAB to support the further growth of the bank and the expansion of this service from the contact center to include the digital channel.”
“Genesys and NCR Middle East teams have been collaborative partners to UAB, providing the latest customer experience solutions to help banks build stronger and longer term relationships with their customers and stay ahead of the game in customer engagement innovation,” said Mohamed Afifi, Genesys managing director for the Middle East.
About United Arab Bank
United Arab Bank P.J.S.C (“UAB” or “the Bank”) was established in 1975 as a joint venture between UAE investors and Societe Generale. As at 31 March 2015, the bank is operating with a network of 30 branches and offices spread across the UAE with its headquarters in Sharjah. UAB offers a range of financial services in both Corporate and Retail and is acknowledged as a leading solutions provider to the growing commercial and industrial base across the seven Emirates.
Through the provision of a comprehensive range of Corporate Banking, Retail Banking, Trade Finance, SME Banking and Treasury services, UAB is the Bank of choice among major corporate clientele segments in the UAE. With the launch of its ‘Sadara’ premium banking service, Islamic Banking Services and ‘UAB Rewards’ loyalty programme, the Bank has grown its retail customer base, aiming to expand further. All these initiatives and consistent year on year performance have positioned UAB as one of the fastest growing banks in the region.
As at 31 December 2014 the Bank was ranked 20th amongst the top listed companies in the UAE and is one of the top 50 banks in the GCC in terms of market capitalization. UAB announced a record Net Profit of AED605m for the year ended 31 December 2014, an increase of 10% over 2013 and the highest annual Net Profit ever reported by the Bank.
In December 2007, UAB became part of a GCC regional banking alliance upon the acquisition of 40% interest by Commercial Bank (Q.S.C.), Qatar’s largest private sector bank. UAB’s strong financial performance in subsequent years is indicative of the benefits gleaned from its strategic alliance with the Qatari Bank.
Commercial Bank (Q.S.C.) has similar alliances with National Bank of Oman (NBO) and Alternatifbank in Turkey, thus providing a solid platform for all three banks to grow strongly as we move forward.
About NCR Corporation
NCR Corporation (ncr.com) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables more than 550 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier.
NCR is headquartered in Duluth, Georgia with over 30,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.