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NBAD Transforms Communication Using Avaya Solutions


National Bank of Abu Dhabi (NBAD) selected Avaya to address its communications challenges.

Abu Dhabi, UAE - National Bank of Abu Dhabi (NBAD), The Number One Bank in the UAE, has selected Avaya, a leading global provider of business communications applications, systems and services to address its communications challenges. Avaya will link NBAD's headquarters in Abu Dhabi to more than 100 branches across the UAE and abroad, with an IP telephony-based network designed to standardize and streamline communications within the organization.
"As a leading regional bank and a large financial institution, voice quality and security were of paramount importance when we selected our communications solution," said Srood A. Sherif, chief information officer (CIO), of NBAD. "With our plans for expansion, it's important to have a converged communications network that is secure, reliable and that seamlessly links our branches to the head office, allowing employees access to the communication tools they need from wherever they are," he added.


Avaya's IP telephony platform  at the bank's headquarters in Abu Dhabi extends to all branches, while a modular messaging system enables employees to access messages any time, anywhere from a wide array of access devices including telephones, fax machines, or PC graphical user interfaces. This improves a user’s ability to respond quickly, while Avaya's Meeting Exchange provides reliable and cost effective conferencing capabilities.
"Not being able to communicate effectively with our disparate systems across our bank branches has affected employee productivity, which impacts operating costs, and produces delays in meeting business needs. We wanted to extend a single dial plan to over 3,000 employees and provide them with flexible communication tools to enhance productivity and allow them faster access to information. The depth of Avaya's unified communication applications reduces complexity, and offer exceptional software tools that improve work processes and save time. The Avaya solution met our selection criteria from all angles in terms of technology and added-value to our business," concluded Sherif.


Avaya's Intelligent Communication solution for NBAD is built on an open standards platform. This has allowed Avaya to integrate its solutions with NBAD's existing exchange server and legacy PABX to seamlessly migrate existing systems onto a single voice and data communications network. In addition, the solution will meet the bank's future requirements by adding applications without having to replace network infrastructure.


Less than six months since implementation began, six sites have gone live and 50 percent of NBAD employees are currently using and benefiting from Avaya's IP telephony solution. All sites will eventually be connected to NBAD's headquarters. To enhance security, Avaya has encrypted all channels coming from the IP platform including voice, signaling and inter-gateway traffic.


"Changing the way employees in financial institutions communicate is a challenging task. A bank's performance can be hampered by the lack of various communication tools, and banks can't afford to ignore the many benefits available today from transforming their business with real-time collaborative communications," said Nidal Abou-Ltaif, managing director of Avaya in the Middle East and North Africa (MENA).


"NBAD is the most recent addition to Avaya's growing portfolio of customers within the financial services industry. We understand the level of security required for maintaining and supporting real-time accessibility across all communications channels, and our Intelligent Communications solution will help NBAD improve performance by adding speed and agility to their business processes. By having met the bank's current expansion and flexibility requirements, NBAD is planning to use Avaya solutions for its future call centre integration projects," added Abou-Ltaif.


In addition to supplying a universal dial plan across the NBAD network, Avaya also provided design consultancy, project and programme management, implementation services, and onsite training and knowledge transfer across all sites. NBAD has also signed a five-year Service Level Agreement with Avaya.


About NBAD
The National Bank of Abu Dhabi (NBAD), The Number One Bank in the UAE, was incorporated in 1968. NBAD has a network of 76 branches in the UAE in addition to Cash offices that are spread out at remote locations to provide banking services to customers stationed at offshore oil operations and in desert locations as well as other government organizations. NBAD also has three Shift offices inside the security areas of the Abu Dhabi International Airport providing currency & traveler's cheques exchange services. The branch network is widened further with 189 ATMs through which customers perform a variety of transactions. Besides brick & mortar branches, NBAD provides 24 hour internet banking accessibility through NbadOnline and NbadDirect, as well as account access and personalized customer support through the 24-hour Call Center.


NBAD's overseas network stretches from Oman, Kuwait, and Bahrain in the G.C.C., Egypt and Sudan in Africa, London, Paris, and Geneva in Europe to Washington D.C. in the U.S.A. The bank provides its customer with a wide variety of financial services targeting all segments of the retail and corporate market in addition to Fund Management, Brokerage, Leasing, Property Management businesses and Private Banking.


NBAD is rated senior long term/short term A+/A-1 by Standard and Poor's, Aa3/P1 by Moodys and AA-/F1+ by Fitch giving one of the strongest combined rating of any Middle Eastern financial institution. NBAD is an award winning leader in the UAE and GCC financial services industry. Awards won by the bank include 'Best Bank in UAE' from Euromoney and Banker publications, 'Human Resources Development Award' from the Emirates Institute for Banking & Financial Studies, the 'Middle East e-Banking Country Award,' the 'Outstanding use of IT in Financial Services Award,' and excellence award for 'Best use of Technology' from Banker Middle East.


About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site:  


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