NCR and Genesys come together to transform voice-activated interactions and explore potential in the digital sphere
DUBAI, UAE, Novenber 01, 2015 – NCR Corporation, (NYSE: NCR), the global leader in consumer transaction technologies, today announced that it has partnered with Genesys – the market leader in omnichannel customer experience (CX) and contact center solutions – to provide United Arab Bank (UAB) with a suite of innovative products to enhance its customer interactions. These include the implementation of Genesys Business Edition on NCR Contact Center Suite (NCCS) – a specially developed technology for the Middle East and African market.
With this edition of the Genesys Customer Experience Platform, UAB customer service agents will now be able to better manage inbound and outbound voice calls on the NCR Unified Agent Desktop and Knowledge Base, part of the NCCS. The NCR Desktop offers agents a single view of customer profiles in real time, enabling them to verify callers and fulfill more than 15 transactions. The NCR Knowledge Base module will allow UAB to store support incidents and case solutions in a central location, for easier access to account information and product updates. In addition, customers will be able to perform more than 30 self-service transactions on the Genesys Voice Portal.
Tony B. Graham, Executive Vice President of Retail Banking at UAB, said, “Our investment in Genesys solutions and the NCR Contact Center Suite will provide our customers with a faster, more comprehensive and a simplistic phone banking experience, with shorter call waiting times and the abilty to perform many transactions through smart voice recognition technologies.”
NCR NCCS optimizes overall contact center throughput with intelligent, adaptive work management and real-time performance monitoring. Based on a true multichannel infrastructure and an open XML and Web Services platform, NCCS has successfully transformed the way that a number of financial institutions in UAE connect, interact and transact with customers through call centers.
“Optimising the quality of each customer’s experience is of prime importance, and remains a key strategy for NCR,” said Hanna Habib, NCR managing director for South Gulf. “We will continue to work closely with UAB to support the further growth of the bank and the expansion of this service from the contact center to include the digital channel.”
“Genesys and NCR Middle East teams have been collaborative partners to UAB, providing the latest customer experience solutions to help banks build stronger and longer term relationships with their customers and stay ahead of the game in customer engagement innovation,” said Mohamed Afifi, Genesys managing director for the Middle East.