Aastra, a leading company at the forefront of the enterprise communication market, was chosen to supply Jordan Islamic Bank with a state-of-the-art contact centre solution.
Jordan Islamic Bank (JIB) is Jordan's first modern Islamic bank and promises each of its customers innovative banking solutions that are both Sharia compliant and in line with their specific banking needs. JIB has around 2000 employees, 64 branches, 16 cash offices and 131 ATMs throughout the kingdom.
As a fully-fledged Islamic bank, JIB has combined the best of traditional Islamic values with the technology and innovation that characterize the best of modern banking. JIB is a customer-centred organization with close personal service and understanding, forming the basis of clients relationships.
And in order to fulfil its vision, JIB was looking for the state-of-the-art customer service communication solution offering access to live agents via telephones, email, SMS and chat as well as telebanking self services around the clock. Aastra had the optimal solution to JIB needs with the Solidus eCare Multimedia Contact Center solution.
UNITEL, Aastra authorized system integrator in Jordan implemented the solution and integrated it with the bank's business processes and systems in order to automate routine customer requests such as: Service registration, Balance Inquiries, Transactions, Statement of Account Request, Money Transfers (internal and external), Bills payment, Inquiries information, Cards Information, Credit card last 5 transactions, Block/unblock ATM & Credit cards and Cheque requests.
Mohammed Bata, Managing Director of UNITEL says: "The call centre can handle high call volumes and can be expanded easily to cope with future demands. The automated telebanking offers high quality self service to customers after normal business hours, helping the bank improve customer service and lower call centre costs. VIP customers can be prioritized, so their calls are handled quickly. The implemented Solidus eCare multimedia solution is also used for outbound call campaigns"