| Publisher | Oracle | ||
|---|---|---|---|
| Format | Date added | 23 Dec 2006 | |
| Topics | Customer Support Services | ||
| Downloads | 264 | ||
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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