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Emirates NBD Egypt partners with Avaya to transform the banking experience


Leading regional bank introduces multi-channel customer service solutions to enrich customer experience

Cairo, Egypt; 2016: Emirates NBD, one of the leading banking groups in the Middle East, today announced a strategic partnership with Avaya to transform customer experience for its operations in Egypt by deploying the latest multi-channel contact center solutions.

This project, which builds upon the existing long-standing relationship between Avaya and Emirates NBD, enables the bank to communicate effectively with customers and teams across all branches in Egypt. The project will also link communications directly to the main support centers in UAE, which have access to multi-channel contact centers, and visual communication between work crews.

Speaking about the partnership, Ahmad ElShanet, CIO, Emirates NBD Egypt said: "At Emirates NBD, we continually look to the latest technology to maintain our leadership in the regional banking sector, deliver superior customer experience and improve collaboration between teams in every region we work in. The implementation of innovative technology solutions in delivering positive banking experiences to our customers fit perfectly with the strategic direction Emirates NBD takes in Egypt and every country it operates in. Our strategic partnership with Avaya helps us benefit from their expertise in the field of communication technologies and achieve our digital transformation goals.”

This agreement also highlights Avaya’s commitment to provide value to its clients in Egypt. In addition to the innovative services provided, the partnership will help create employment opportunities for thousands of young Egyptians, either through contact centers or the bank's branches in Egypt.

Mohammed Areff, Vice President, Middle East, Africa and Turkey, Avaya said: "Avaya is proud to work with Emirates NBD, one of the leading banks in the region, to improve the services provided to customers and support investment in the country. The bank has already witnessed significant growth in Egypt and by providing them with the latest communication technologies, we are happy to contribute to this growth process, while helping Emirates NBD to meet the diverse needs of its customers.”

Ahmad ElShanet from Emirates NBD Egypt added: "Our collaboration with Avaya for the latest multi-channel contact center solution is the result of our commitment to enhance our leadership position, deliver excellent customer experience and build a high-performance organization.”

Avaya works with leading public and private sector institutions in the Middle East to transform the customer experience and help them achieve their digital transformation objectives. The company pioneers world-class contact center and unified communications technologies and services and enables customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Avaya is the global market share leader in contact center solutions and has been named a Gartner Magic Quadrant Leader for Contact Center Infrastructure for 16 consecutive years.


About Avaya
Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications with integrated, secure networking— offered on premises, in the cloud, or a hybrid. Today’s digital world requires some form of communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit

Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

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