ADCB sets up a new contact centre called Al Murshid

ABU DHABI - To further enhance its drive to build and strengthen relationships with customers and provide efficiency through the latest technology, Abu Dhabi Commercial Bank (ADCB) has announced that it has set up a new contact centre called "Al Murshid" meaning The Guide.

By A Staff Reporter

Published: Mon 12 Jan 2004, 12:28 PM

Last updated: Thu 2 Apr 2015, 12:06 AM

The move comes as part of ADCB's overall business strategy, which will see it grow not only its physical presence but also enhance its service offerings.

The contact centre has been conceptualised, planned and project managed by US based management and IT consulting company, Cedar Consulting as part of Cedar's initiative to develop and implement ADCB's strategy

It is equipped with state of the art technology from US based Telecommunications major Avaya to manage all customer contacts 24 hours a day, 7 days a week.

The centre has been installed with the latest worldwide release of the Avaya Interaction Centre (AIC) software which provides complete support to intelligently manage all customer contacts across the entire relationship life cycle.

The design of the centre is on a modular format so that it is scalable to handle not only the current but also all future transaction loads for ADCB. "Our aim in launching the contact centre is to provide our existing and future customers with an easy, convenient and friendly way of banking with ADCB.

"Customers will be able to access all the information they require on the bank's products and services, whether it be, paying utility bills, transferring funds or to get a balance enquiry, 24 hours a day, seven days a week," said Eirvin Knox, Chief Executive Officer, ADCB.

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