National Bank of Kuwait has used Avaya technology to digitally transform its contact center and deliver personalised, 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.”
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 specialises in facilitating digital transformation for large organisations. 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 personalised experiences for NBK’s customers, regardless of how they contact the bank.
