White Papers

National Bank of Dubai Optimizes Sales by Increasing Customer Support Through Service Innovation

Tags: uae, customer service, customer satisfaction, management

Overview The National Bank of Dubai, one of the leading financial institutions in the United Arab Emirates (UAE), has a strong reputation for service and customer satisfaction. The bank wanted to optimize call center efficiency and provide a one-stop service for all customer inquiries related to the bank's products. They wanted to gain a single, integrated view of each customer's interactions with the bank and track lifetime behavior patterns and improve customer acquisition and retention rates. The bank replaced multiple customer-facing systems with Oracle Interaction Center to provide a single customer management solution for all call center agents and used Oracle TeleService to automate service request management and call routing - improving customer service by cutting wait time and eliminating lost calls.

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Publisher: Oracle
File Format: PDF
Date Published: Dec 23, 2006
Format: Case Studies
Topics: Customer Support Services

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