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Mashreq Bank Transforms Banking Experience with Avaya


Leading UAE financial institution to collaborate with Avaya on digitizing the banking customer experience; agreement to include robotics, analytics and cloud solutions

Dubai, UAE – 2017 – Mashreq Bank, one of the leading financial institutions in the UAE, announced today it is working with Avaya to develop customer experience solutions that will take the digital banking experience to the next level.

Avaya and Mashreq Bank will work closely together to integrate the latest technology trends, including robotics, analytics, cloud and e-channels, into existing Mashreq Bank’s digital services.

The announcement strengthens the long-standing relationship between Avaya and Mashreq, with the two companies having worked together since 2012 to create innovative solutions that deliver superior banking experiences for UAE customers.

Mashreq Bank also announced the launch of the Remote Expert Advisory service, supported by Avaya. This service allows customers that are visiting the Mashreq Branch of the Future to remotely engage banking product experts in addition to conducting transactions seamlessly and securely online.

Due to its enhanced mobility features and Omni channel capabilities customers are able to avail the service both in the Branch of the Future and on mobile. Customers who visit the Branch of the Future are able to interact via video with an advisor, with the co-browsing system allowing the remote agent to support their requirements, such as filling out forms for them while they talk, or use chat.

The service includes Emirates ID verification, and customers can complete even complex transactions, such as opening a bank account, or applying for a credit card, on the spot. Customers can also access the service online or via their mobile phone, allowing a wider range of customers to benefit, and making it easier to carry out everyday banking transactions.

The Remote Expert Advisory service will be available in the Mashreq branch of future across the country this year.

“We are committed to giving our customers the best possible banking experience. By working with industry leaders like Avaya we can leverage the best innovations in technology to enhance and drive our strategic focus in areas such as Mobility, Digital Transformation, Service Excellence; thereby continuing to raise the bar for ourselves and our customers and enabling them to bank with us as per their preference and convenience.”
Sandeep Chouhan, EVP - Head Of Operations &Technology, Mashreq Bank

“We are extremely proud to strengthen our relationship with Mashreq Bank, and to help them deliver innovative services that meet the most pressing needs of their customers. Delivering a superior customer experience requires coordination across all customer touch points and giving the customer the freedom to choose how they interact with their bank. Our expertise in delivering industry-leading banking solutions, combined with Mashreq’s commitment to customer care is an unbeatable combination and we look forward to helping transform their customers’ banking experience.”
Nidal Abou-Ltaif, President, Avaya International

Founded in 1967, Mashreq has played a pioneering role in the regional banking industry, leveraging the latest technology solutions to deliver smarter financial services. Mashreq has recently been awarded as ‘Best Contact Centre’ in Europe, Middle East and Africa by the world's largest Contact Center Association in London, and the ‘Best Contact Centre Middle East’ by Insights Middle East in Dubai.

Avaya is working with leading banks around the world to digitally transform financial services and deliver the superior experiences today’s increasingly tech-savvy consumers have come to expect. With 89% of organizations today expecting to compete primarily on customer experience, Avaya works closely with organizations to develop tailored, agile solutions that meet their customers’ needs.

According to recent research conducted by Avaya, UAE consumers prefer to access banking services via digital channels, and to receive consistent experiences regardless of the device or method of contact they choose.

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 — 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 may be 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 are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results 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.

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