Gulf Bank selects Avaya to guide its CX transformation

By William Girling
Gulf Bank, one of Kuwait’s leading banks, has announced that its customer experience and digital transformation will be assisted by US tech firm Avaya...

Gulf Bank, one of Kuwait’s leading banks, has announced that its customer experience and digital transformation will be assisted by US tech firm Avaya.

The bank currently manages KD9bn (US$20bn) in assets and operates from a network of 52 branches and 300 ATMs. It is regionally well-known for offering a wide variety of services, including both consumer and wholesale banking, treasury and financial services.

Basing its transformation efforts on Avaya’s OneCloud CCaaS (communications platform as a service) product, Gulf Bank is not only meeting the expectations of its customers for a digitally driven experience, but also enabling flexible work environments for its employees.

Meeting the new market reality

The two companies’ association began at the height of the COVID-19 pandemic, with Avaya providing “remote agent licenses” that allowed Gulf Bank’s operations to continue unabated and without jeopardising the health of its staff.

“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,” said Mohammed Al-Qattan, General Manager of Consumer Banking at Gulf Bank.

“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.”

Both parties are now set to build on the bank’s burgeoning digital infrastructure by layering open banking platforms to create a “multi-experience journey” for customers. As conceived, the changes would grant greater security, more convenience and a smoother overall experience.

“We are proud to have supported Gulf Bank, one of the region’s standout financial institutions, as it met the challenges of the pandemic,” added Faten Halabi, Regional Sales Lead at Avaya.

“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.”

Image credit: Gulf Bank

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