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Top bank ‘steps into the future’

Kuwait Finance House (KFH), one of the leading Islamic banks in the world, has set up a contact centre using Avaya technology.

After being selected to provide the next-generation Avaya Aura Contact Centre solutions, Avaya experts worked closely with KFH employees to identify best-practice processes in order to design a system to leverage KFH’s strengths and help the business improve customer satisfaction.

Avaya also equipped the contact centre with Avaya IQ, a reporting and analytics platform intended to help KFH share “one view of the truth and, potentially, to reduce decision-making time and risk, creating a consistent customer experience”.

“In the extremely competitive financial services landscape, every point of customer interaction should be strengthened and streamlined to meet changing client needs,” said Nidal Abou-Ltaif, vice-president of emerging markets, Avaya.

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