Alcatel-Lucent implements contact centre solution for RAKBANK

Service provider Alcatel-Lucent together with systems integrator Al-Futtaim Technologies recently completed the implementation of a brand new contact centre solution for regional bank RAKBANK.

The solution has been designed and implemented with the purpose of improving response time while reducing costs. According to the company, the solution will work to streamline business applications and integrate RAKBANK's back office applications. It’s also designed to enhance customer loyalty through better overall management of call volumes and agent availability.

The solution is installed at the bank’s two contact centres and RAKBANK expects it to optimise customer interaction by offering choice, convenience and an enhanced service experience to customers. By delivering relevant information, the solution is designed to enable faster resolution of inquiries and deliver specialized services to customers based on their individual profiles.

The Genesys Customer Interaction Management Suite also provides call centres with the opportunity to have sophisticated routing and reporting across voice, e-mail, documents and web interactions, coupled with integrated self service, in order to ensure customers are quickly connected to the best available resource.

“At RAKBANK, we place the utmost importance on the quality of our customer service. To be able to consistently deliver excellent service, we need to have not only the best practices, people and processes in place, but also the best available technology that can deliver our requirements. The new contact centre solution will further enhance customer satisfaction and help to reinforce our leading position in service within the UAE banking sector,” says Graham Honeybill, general manager of RAKBANK.

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