EBI adopts Avaya's IP telephony solutions

Emirates Bank International (EBI), the flagship company of the Emirates Bank Group, is implementing Avaya's IP telephony solutions across 40 branches and its customer contact centre.

Abdullah Qassem, chief manager of IT and operations at EBI, commented: "IP Telephony will allow us to expand our customer support capabilities, mobilise our resources and make tremendous savings on communications costs. In addition, working with Avaya will make it possible to achieve these aims gradually while protecting our existing investment in technology."

EBI is already in the process of migrating its contact centre to Avaya IP Telephony and will replace all the bank's traditional telephone communications with Avaya IP systems. The eight new upcoming branches with 300 to 500 employees will be fully in IP telephony by the end of the year. The rest of the branches will be migrated in phases.

Nidal Abu Ltaif, managing director for Avaya Middle East and North Africa, said: "The project with EBI confirms that Avaya's focus on providing solutions that enable organisations to migrate to IP telephony at their desired pace is resonating with businesses around this region."

EBI was first in the region to launch a 70-agent contact centre. The IP network will help the bank reduce its communications costs between existing and new branches as well as deliver the same superior customer experience across the bank's operations in the UAE and abroad.