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News : Sharjah Islamic Bank to Offer Greater Customer Service
March 10, 2014 -- Sharjah Islamic Bank (SIB) has announced that it has selected Customer Interaction Management (CIM) provider Servion Global Solutions to set up a Contact Centre, with the aim of meeting the needs of its customers and offering the best customer experience.
Speaking about the new Contact Centre, SIB CEO HE Mohammed Abdullah said, "Our customers are the heart of everything we do at Sharjah Islamic Bank and ensuring the best possible customer experience for them will always remain our top priority. The new Contact Centre will enable us to communicate with and offer real time banking solutions to our valued clients and thereby serve the needs of our customers better than ever before." He went on to comment that the bank’s selection of Servion was based upon the company’s track record as well as the longstanding relationship that existed between the two parties.
The new Contact Centre, which is aimed at enhancing customer service, will consist of an IP based Contact Center Solution featuring integration with SIB’s existing IP Telephony Systems. This will allow for new functionalities and applications in its market services, intelligent call routing, and multi-channel capabilities.
SIB has commissioned Servion to design, deploy, and maintain a range of systems to facilitate operations of the Centre. These include Cisco’s Contact Center solution including Agent Email, Social Miner, Webchat, Preview outbound solution, Knoahsoft recording, phone banking IVR application, CMS, Call guide dashboard, IVR integrator CBM, and agent desktop. Servion would also redevelop the Bank's existing IVR and CTI screen and build new applications on top of it. In addition to this, SIB has engaged Servion to provide in depth training to its employees. All users will be trained on system usage and functionality in order to be able to offer seamless customer experience.
Anil Kumar K.M., VP & Head, Servion - EMEA SBU, says, "The greatest benefit of enhanced customer experience is consistency across all channels of interaction. The objective is to deliver a similar experience regardless the choice of channel the consumer would use to contact the bank."
Posted by Veronica Silva Cusi, news correspondent
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Servion Global Solutions enables business transformation for enterprises in the area of customer experience management (CEM). Over the past two decades, Servion has evolved from being a single channel (voice) interaction expert to being an industry pioneer in omnichannel customer experience. Servion manages over 10 billion customer interactions annually across 60 countries in 6 continents. Servion’s CX experts, based in USA, UK, UAE, Singapore, and India, deliver measurable outcomes through consulting, technology implementations and domain-specific IP platforms.
Published: Wednesday, March 12, 2014