Avaya takes IP telephony to the bank

Dubai Islamic Bank says that it has almost halved its branch to branch communications costs over the last six months thanks to deploying an IP telephony solution from Avaya.

The integration has reportedly improved customer service across the 80 branches that it covers, which includes over 3,000 extensions.

“There are three key benefits that Dubai Islamic Bank has already realised by moving to IP telephony from Avaya — improved customer service through a centralised communications system, enhanced employee productivity as all DIB staff can now be reached by their own extensions, and a reduced telecoms cost of almost 50% in less than six months,” said Ali Al Basti, head of admin affairs at Dubai Islamic Bank.

The financial institution explains that it had seen one of its fastest return on investment for an IT or telecoms deployment at its facilities. The single-modular solution, which was installed by Avaya enterprise partner Olive, also includes disaster recovery provisions.

Levels of customer service at the bank have been boosted thanks to the implementation, with callers being able to reach different service groups within the company, including retail and private banking, corporate banking, investment banking and real estate finance, more quickly and easily via the new network.

Nidal Abou-Ltaif, area vice president of emerging markets at Avaya, says that financial institutions are facing increased pressure to reduce costs and optimise their technology systems.

“By moving to IP telephony, Dubai Islamic Bank can now, more accurately, forecast its telecoms costs while benchmarking savings from the new system, and benefit from increased staff productivity and customer service delivery,” said Abou-Ltaif

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