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News : Debt and Aggressive Credit Card Selling Among Top UAE Consumer Complaints

#contactcenterworld

Dubai, UAE, June 3, 2019 - The five top consumer complaints raised by banking customers in the Emirates relate to debt, delays, aggressive credit card selling, as well as bank account and remittance issues, according to the Central Bank of the UAE's 2018 annual report.

The regulator said its review of the "thousands of visits and calls" processed by its Customer Contact Centre, found top concerns last year involved debt management, a refusal or delay by banks in issuing necessary documentation, aggressive sales tactics for credit cards and issues related to the opening and closing of accounts and remittances.

"The Consumer Protection Department (CPD) is addressing these issues with the financial institutions and where necessary will take enforcement measures," the central bank said. "In addition to providing information to consumers, the centre works with the banks and their customers in an effort to encourage resolution of customer complaints."

The UAE has ramped up its efforts to curb irresponsible lending and banking practices in recent years, rolling out a number of new regulations to strengthen consumer confidence in the sector. Al Etihad Credit Bureau, which opened in November 2014, also brought more transparency to the lending industry by assembling a credit record of the nation’s financially active residents.

In its latest report, the central bank said its CPD department, created in 2017, has helped contribute to the "stability of a highly competitive financial market". The department’s mandate has gone on to include consumer education and awareness and strengthen regulatory oversight.


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To move its agenda forward in 2018, the central bank added three new initiatives to strengthen its consumer protection framework. The first measure, a new regulation to manage dormant accounts, was rolled out on April 24. It set out a new framework for the control and protection of such accounts with rules for deposit accounts, unclaimed bankers’ drafts or cheques, unpaid dividends paid to shareholders and unclaimed deposits in safety deposit boxes. Previously, banks were only obligated to report the number of dormant accounts they held.

According to Al Tamimi & Co, a law firm, under the new rules if an account remains dormant and balances are unclaimed for a period of seven years from the date of the last transaction and the amount in the account exceeds Dh3,000, "banks should use the form prescribed by the regulation to transfer the funds to the Unclaimed Balances Account" at the central bank.

The second 2018 central bank initiative concerning consumers, established standards in the licensing and monitoring of the exchange business. The federal decree on anti-money laundering and countering the financing of terrorism, which came into effect on November 30, outlined stricter penalties for violations. These include: a warning, administrative fines between Dh50,000 and Dh5 million, a ban for a period of time, restrictions on management executives and licence cancellation.

Previously, the penalties did not include fines.

In June last year the central bank downgraded the licences of seven exchange houses after the companies violated regulations such as anti-money laundering rules. The exchange houses were banned from carrying out any transactions related to remittances or wage payments, the regulator said at the time.

The third initiative aims to improve disclosure procedures to consumers related to the costs and risks of borrowing.

In March the central bank amended rules on loans given out to customers, insisting that banks and financial services companies offer reduced interest rates when customers transfer a loan from one bank to another rather than increasing the repayment period.

Then in June, the regulator set a maximum limit on fees and commissions charged by banks, capping 43 types of charges on services such as personal loans, credit cards, car loans and home loans.

"Fee caps are being used as a tool to protect consumers from anti-competitive and unfair practices," the central bank said at the time.

Other central bank initiatives last year include the regulator demanding banks carry out a credit check on customers at AECB before issuing a chequebook. In November, a central bank circular sent to lenders said UAE residents must submit their Emirates ID to banks to update their records or risk the suspension of their debit and credit cards.

In a further boost for consumers, the regulator’s annual report said it had hosted several public workshop sessions, in partnership with the Family Development Foundation, on financial topics to promote consumer education and awareness. Sessions tackled issues such as saving, how to budget for a family and the benefits and risks of using a credit card or personal loan.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thenational.ae


Today's Tip of the Day - Build In Training Time

Read today's tip or listen to it on podcast.

Published: Tuesday, June 4, 2019

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2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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