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Emirates Bank International Selects Avaya IP Telephony

10-28-2004
  • EBI becomes first bank in United Arab Emirates to fully migrate to IP telephony

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that Emirates Bank International (EBI), the flagship company of the Emirates Bank Group, is implementing Avaya IP telephony solutions across its forty branches and customer contact centre.

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that Emirates Bank International (EBI), the flagship company of the Emirates Bank Group, is implementing Avaya IP telephony solutions across its forty branches and customer contact centre.

EBI is currently in the process of migrating its 70-agent contact centre, located in Dubai, to Avaya IP telephony and will replace all its traditional communications with Avaya IP solutions. The bank's eight new branches, which are intended to house some 300 to 500 employees, will be fully IP-enabled by the end of this year, with the remaining branches migrating in phases.

One of the largest banks in the United Arab Emirates (UAE), EBI was the first in the region to launch a multi-agent contact centre, and is also the first UAE bank to expand into Saudi Arabia. With the bank's commitment to excellence in customer support, as well as its ambitious regional expansion plans, EBI was faced with the challenge of integrating its communication networks into one single converged voice and data network. The Avaya IP network will help the bank reduce its communications costs between existing and new branches, as well as deliver the same superior customer experience across the bank's operations in the UAE and abroad.

Abdulla Qassem, chief manager, information technology and operations at Emirates Bank International commented: "Service based organisations looking to excel in customer care can no longer ignore the benefits of IP Telephony. IP Telephony will allow us to expand our customer support capabilities, mobilise our resources and make tremendous savings on communications costs. In addition, working with Avaya will make it possible to progressively achieve these aims while protecting our existing investment in technology."

Nidal Abou-ltaif, managing director for Avaya Middle East and North Africa said: "A well-implemented IP communications solution can help a business improve productivity, reduce costs and deliver superior customer service. The project with EBI confirms that Avaya's focus on providing solutions that enable organisations to migrate to IP telephony at their desired pace is resonating with businesses in this region. To cope with increasing customer expectations, enterprises like EBI have had to implement a broader set of capabilities for interacting with the customer, to create a consistent experience. Avaya IP solutions are providing EBI with a competitive edge through an enhanced business critical infrastructure and a greater customer experience, all through the power of IP."

EBI is equipping its contact centre with components of the Avaya MultiVantage™ Communications Applications suite using an Avaya S8700 Media Server and installing Avaya G350 IP Media Gateways in new branches.

IP telephony (Internet Protocol) is a technology that supports voice, data and video transmission via IP-based LANs, Wireless LANs, WANs, and the Internet. IP telephony enables enterprises to utilize new and advanced applications that integrate Internet communications with a range of communications media — including telephony, video and wireless voice — driving greater productivity and cost-efficiency throughout an organization. Avaya's IP Telephony solutions are based on open standards and therefore gives customers the freedom to choose the infrastructure and applications that will best meet their business goals.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications — and distinguished by comprehensive worldwide services — Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

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