Jordan Islamic Bank (JIB) has chosen Aastra to supply the technology for its call centre.
Aastra will supply JIB with access to live agents via telephones, email, SMS and chat as well as 24 hour telebanking self services.
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The system was implemented by Unitel and is integrated with the banks business processes and systems allowing the automation of routine customer requests, such as service registration, balance inquiries, transactions, money transfers (internal and external), and bills payment.
Mohammed Bata, managing director of Unitel said: "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", Bata added.
JIB has around 2000 employees, 64 branches, 16 cash offices and 131 ATMs throughout Jordan.
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