UAE’s leading financial institution, Mashreq and Avaya Inc, a global provider of communications and collaboration software and services, today demonstrated at Gitex Technology Week the bank’s future plans for the innovative transformation of its customer engagement platform to Avaya SmartConnect solutions and services making it the smartest financial services provider in the region.
Avaya SmartConnect solutions will help make Mashreq the most virtual and video-connected bank in the Middle East, delivering the most flexible, convenient and secure customer experience in the region. As part of the plan, Mashreq customers will be able to initiate and complete transactions by video, virtual collaboration, email, social media, chat, SMS or phone, and to even switch between devices or channels while talking to the same bank agent.
“Mashreq continues to set the pace in the UAE banking industry with its continuous innovation offerings to enhance customer experience and engagement,” Aref Al Ramli, Head of Electronic Business and Innovation, Mashreq Bank. “Today, technology has become significant to boost efficiency and speed. We are proud to be the first Bank to offer the VTM technology. This agreement with Avaya will enable our customers to carry out their banking needs through the VTM network. The additional features include video conferencing with a specialist, instantly printing cheque books, instant replacement of debit and credit cards and instant statement printing. The machine is also equipped to scan Emirates ID. With Avaya SmartConnect solutions, we are setting the highest and smartest standard for customer service in the financial sector.”
For example, customers will be able to instantly receive and securely apply for instant banking products and services such as, banking statements and loan applications through a live, video-enabled communication session with one of the bank’s agents via a Mashreq video teller machine (VTM). Every current and future-planned customer touch point will be transformed to provide a consistent, quality experience whether the customer is connecting by smart phone, wearable device, or at a full service banking access point.
“Mashreq Bank is always keen to explore opportunities that drive its leadership position in the region. We are keen to demonstrate the power of Avaya SmartConnect to the world at Gitex with Mashreq Bank, and show how setting higher smart standards for customer focused organizations in any sector is today’s reality,” said Mohammed Areff, managing director, GCC, Avaya.
Avaya SmartConnect, unveiled at Gitex, is a combination of innovative technologies and services that deliver productivity, collaboration and networking solutions, and that takes advantage of Avaya’s leadership in creating simple and open standards environments. It gives customers and partners the freedom to choose and the flexibility to innovate, while protecting their investment with a strong, long-term ROI.