News

NCR, Genesys work to transform CX for Middle East FI

The partners are working to enhance the customer experience with new contact center technologies, while exploring potential in the digital sphere.

October 21, 2015

NCR Corp. has partnered with Genesys, a provider of omnichannel customer experience solutions, and United Arab Bank to implement Genesys Business Edition on NCR Contact Center Suite — a product developed especially for Middle East and African markets.

Based on a multichannel infrastructure and an open XML and Web services platform, NCR NCCS helps to optimize contact center throughput with intelligent, adaptive work management and real-time performance monitoring, according to a press release.

This edition of the Genesys platform is designed to help UAB customer service agents better manage inbound and outbound voice calls on the NCR Unified Agent Desktop and Knowledge Base, part of the NCCS.

"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 ability to perform many transactions through smart voice recognition technologies," said Tony B. Graham, UAB executive vice president of retail banking.

"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," said Hanna Habib, NCR managing director for the South Gulf.