By Staff writer
New systems designed to help bank’s retail push
Commercial Bank International (CBI) is making considerable investments in IT infrastructure.
It is implementing Silverlake software throughout its network of branches, head office departments and subsidiaries.
The bank has also implemented a full Avaya communications solution through a local Avaya Gold Partner, EMW.
The implementation is designed to help CBI position itself as a multi-channel bank.
Khamis Buharoon, chief executive officer of CBI, stated: “We are implementing an aggressive plan to achieve results within a short time span and part of this involves utilising the most cutting edge software available.
Silverlake fulfils this purpose and our requirements for maximum efficiency and total security.
In all, this is in keeping with our policy of being a completely customer-centric corporation.
According to CBI, it is the first in the region to deploy Silverlake, which integrates various aspects of the bank’s divisions and systems including core banking, internet banking, trade finance, treasury, card management, CRM, data warehousing & MIS, Islamic banking, collection and anti-money laundering.
CBI’s new Avaya solution is an IP telephony-enabled contact centre system that will facilitate communication by voice, email, SMS, fax and internet.
A key driver for the implementation is CBI’s plan to extend its reach into the retail banking world by opening more branches and ATMs and introducing tailor-made products for consumers.
The bank said it required a streamlined, future-proof system and the ability to integrate diverse operations.
It therefore opted for the Avaya Customer Relationship Management solution, Avaya Interactive Voice Recognition Software, Avaya Call Management System, and Avaya Call Center Express.
“Our new partnership with Avaya is in line with our new corporate identity and vision,” said Khamis BuHaroon, CBI’s chief executive officer.
“It reflects our promise to be a customer-centric bank with all the answers.
Becoming more accessible helps us serve our customers better, and underlines the way we are positioning ourselves in the market.”
The Avaya system currently supports eight existing branches in the UAE and is scaleable to support the bank’s target of 50 agents by the end of the year.
“The UAE marketplace is rapidly changing, and the role played by flexible retail solutions is getting more and more crucial,” commented Nidal Abou Ltaif, managing director, Avaya MENA.
“CBI’s vision of being a bank with flexible ideas, customer-centric services and one-of-akind products is perfectly suited to the Avaya solution.”