DUBAI/KUWAIT: Gulf Bank, one of the largest and leading banks in Kuwait, has embarked on a multi-year customer experience transformation journey with Avaya as it seeks to embrace a multi-experience approach that strengthens its market differentiation through better customer and employee experiences.

Built on Avaya OneCloud CCaaS, the suite of solutions being adopted by Gulf Bank enable the financial institution to not only meet the digital demands of its customer base, but also to create a more flexible working environment for contact center staff now empowered to work from anywhere.

The transformation journey began earlier in the year, when Avaya supported Gulf Bank at the height of the COVID-19 pandemic by providing remote agent licenses. This deployment maintained Gulf Bank's exceptional service levels without compromising the safety of its staff, and set the stage for a wider customer experience transformation.

"We had planned to adopt a wide-ranging digital transformation plan with Avaya earlier in the year, but our priorities shifted when COVID-19 hit. Avaya not only supported us through the worst months of the pandemic by enabling our agents to work from anywhere, but also helped lead the development of our new strategy that meets the realities of today's market. As our customer demands evolve, we are confident we have the right technology partner to continue delivering stand-out experiences across an increasingly broad range of touchpoints," said Mohammed Al-Qattan, General Manager of Consumer Banking at Gulf Bank.

Going forward, the transformation project will see Gulf Bank further invest in its digital capabilities to create a customer experience center that provides exceptional engagement across all touchpoints throughout the customer journey while maintaining the highest standards of privacy and security. Built on open platforms, the solution creates a multi-experience journey by empowering customers and employees with contextual customer information, easy access to subject matter experts, and the ability to transition seamlessly between touchpoints.

Faten Halabi, Regional Sales Lead, Avaya, said: "We are proud to have supported Gulf Bank, one of the region's standout financial institutions, as it met the challenges of the pandemic. And we are prouder still to be supporting the bank as it continues to invest in delivering exceptional customer and employee experiences. For 60 years, Gulf Bank has evolved and transformed to meet the needs of its customers, and we look forward to enabling that transformation well into the future."