Gulf Bank Embarks on Multi-Year Multiexperience Transformation Journey With Avaya

Gulf Bank, one of the largest and leading banks in Kuwait, has embarked on a multi-year customer experience transformation journey with Avaya as it seeks to embrace a multiexperience approach that strengthens its market differentiation through better customer and employee experiences.

Built on Avaya OneCloud CCaaS, the suite of solutions being adopted by Gulf Bank enable the financial institution to not only meet the digital demands of its customer base, but also to create a more flexible working environment for contact centre staff now empowered to work from anywhere.

The transformation journey began earlier in the year, when Avaya supported Gulf Bank at the height of the COVID-19 pandemic by providing remote agent licenses. This deployment maintained Gulf Bank’s exceptional service levels without compromising the safety of its staff, and set the stage for a wider customer experience transformation.

“We had planned to adopt a wide-ranging digital transformation plan with Avaya earlier in the year, but our priorities shifted when COVID-19 hit. Avaya not only supported us through the worst months of the pandemic by enabling our agents to work from anywhere, but also helped lead the development of our new strategy that meets the realities of today’s market. As our customer demands evolve, we are confident we have the right technology partner to continue delivering stand-out experiences across an increasingly broad range of touchpoints,” said Mohammed Al-Qattan, General Manager of Consumer Banking at Gulf Bank.

Going forward, the transformation project will see Gulf Bank further invest in its digital capabilities to create a customer experience centre that provides exceptional engagement across all touchpoints throughout the customer journey while maintaining the highest standards of privacy and security. Built on open platforms, the solution creates a multiexperience journey by empowering customers and employees with contextual customer information, easy access to subject matter experts, and the ability to transition seamlessly between touchpoints.

Faten Halabi, Regional Sales Lead, Avaya, said: “We are proud to have supported Gulf Bank, one of the region’s standout financial institutions, as it met the challenges of the pandemic. And we are prouder still to be supporting the bank as it continues to invest in delivering exceptional customer and employee experiences. For 60 years, Gulf Bank has evolved and transformed to meet the needs of its customers, and we look forward to enabling that transformation well into the future.”

About Gulf Bank

Gulf Bank is one of the leading conventional banks in Kuwait with total assets of KD 6 billion for year ending 31 December 2019. The Bank provides a broad offering of consumer banking, wholesale banking, treasury, and financial services through its large network of more than 50 branches and more than 200 ATMs in Kuwait. The Bank was founded in 1960 and is listed on the Kuwait Stock Exchange (Boursa Kuwait) since 1984.

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what’s next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter.

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