Ahli United Bank Enriches Digital Customer Experience with Altitude Software
Bahrain's Ahli United Bank (AUB) delivers a unique digital experience by offering a first-of-its-kind Visual IVR and Video Banking service in the Middle East to its customers
Ahli United Bank was established as a bank in Bahrain in 2000. AUB and its network of subsidiaries and associated companies across 8 countries form a banking group ("AUB Group") providing retail banking, corporate banking, treasury and investment services, private banking and wealth management services as well as Islamic banking services, besides offering conventional and Takaful life insurance products.
"At AUB we strive to deliver excellence in everything we do," said Suvrat Saigal, AUB Deputy Group Chief Executive Officer for Retail Banking. ''The successful launch of this innovative, pioneering Digital Customer Experience project in Bahrain is part of AUB's ongoing plans to achieve digital leadership as we continue to build on our strengths in adapting to the ever-changing banking landscape and in staying ahead of the competitive and technological curve.''
With the rollout of Visual IVR, customers calling AUB contact centre from their smartphone can now take advantage of a brand new, pioneering visual call experience by utilizing the smartphone display and simply selecting responses by touch from the list displayed on their screen rather than listening and interacting over a traditional IVR. AUB Visual IVR Options include bank account statement, cheque book request, bank transfers, credit card statements and more, all during a voice call.
Besides, the same Visual IVR service can also be accessed from the AUB web site, which represents a new communication channel in the banking industry and today a reality for AUB customers, to reach the bank, especially for hearing impaired customers. The project also incorporated a video contact centre enablement, from the customer smartphone or laptop, enabling real time banking experience through exchange of multimedia like digital files, videos and forms between the AUB contact centre agent and the customer.
"Our work with AUB is a clear demonstration of how Altitude can provide innovative digital customer experience solutions to visionary, bold organizations,"