National Bank of Kuwait selects Avaya OneCloud CCaaS for its digital transformation

By Leandra Monteiro

National Bank of Kuwait, Kuwait’s first indigenous bank and the Gulf region’s first shareholding company, has used Avaya technology to digitally transform its contact centre and deliver personalised, effortless experiences across a range of touchpoints.

NBK had selected Avaya CCaaS solution, which will significantly improve time-to-market for new, advanced banking services, and will further enable NBK to maintain its dominant market share.

“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.

“We need a fully integrated customer experience solution that is both agile and boasts a large ecosystem that will enable us to deploy and scale new digital services smoothly and easily. Which Avaya CCaaS will enable this for us,” said Dhari Al Quraishi, General Manager, Acting Chief of Information Technology at National Bank of Kuwait.

The Avaya CCaaS solution selected by NBK will deliver a suite of advanced solutions 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 specializes in facilitating large organisation’s digital transformation. The solution will assist NBK in integrating and automating phone, chat, and video capabilities that deliver more transactions.

Next, NBK will focus on delivering a personalized customer experience regardless of the communication medium by empowering self-service solutions with voice biometrics, speech analytics and Artificial Intelligence capabilities.

“As one of the region’s longest-standing financial institutions, NBK has succeeded across decades with an ongoing and strategic focus on the experiences that it delivers to its customers. We are proud to have been given the opportunity to add to that legacy as the group accelerates its transformation to enable composable experiences across the entire customer journey. We look forward to helping NBK serve its customers’ needs well into the future,” said Nidal Abou-Ltaif, President, Avaya International.