Credit Libanais Selects NCR to Enhance Customer Service and Accelerate its Omni-Channel Transformation Journey

PRESS RELEASE: NCR Corporation, a global leader in omni-channel solutions announced that Credit Libanais, a leading financial institution in Lebanon, will transform its contact centre with NCR’s innovative technologies. NCR will deliver a high-tech contact centre infrastructure to help Credit Libanais deliver a seamless omni-channel customer experience across its channels.

NCR’s innovative solution will allow the bank’s customer service team to better engage customers through a 360° view of all enquiries, enabling faster response across multiple channels, including voice, email, chat and SMS to deliver a more seamless customer experience.

“Our strategy is to embark on the digital transformation journey partnering with industry leaders such as NCR to enhance our e-Banking services portfolio; while consistently delivering true omni-channel experience to our customers,” said Grace Salameh Azoury, Group Head of E-channels & Customer Service at Credit Libanais. “As we move forward with our digital journey, Credit Libanais will strive to remain agile, flexible and dynamic to provide value-added services and deliver consistent experience across all banking touch-points.”

The NCR solution provides agents with a single view of customer profiles in real time, allowing them to verify callers and fulfil a large number of transactions faster. The NCR Knowledge Base module allows Credit Libanais to store support incidents and case solutions at a central location making future access to information easy. Additionally, NCR’s flexible software platform easily integrates with Credit Libanais’ existing core banking and CRM systems, enabling rapid installation and deployment.

“Credit Libanais continuously strives to find new ways to delight customers and improve the customer experience, and this transition to NCR’s innovative contact centre platform is a big stride in this direction,” said Hicham Yamout, NCR general manager for Lebanon. “We will continue to work closely with Credit Libanais to help navigate its digital transformation journey with an agile and responsive contact center, and support its future growth strategy to deliver next generation omni-channel solutions.”

NCR’s contact center technology enhances the overall experience with an intelligent, real-time performance monitoring system. The open XML and Web-based solution has helped leading financial institutions in the Middle East and Africa region to transform the way they connect, interact and transact with customers.