Riyad Bank has completed the implementation of a new technology system to improve the customer care it delivers through its call center and online e-banking portal.
The new Siebel eFinance Call Center solution, implemented by Saudi Business Machines (SBM), the general marketing and services representative of IBM WTC, gives Riyad Bank’s call center agents a full view of each customer’s relationship with the Bank and a history of their past interactions, allowing them to deal faster and more effectively with customer calls.
The Siebel Call Center solution provides the Riyad Bank Customer Contact Center with a host of service transactions, including report creation and monitoring of marketing functions using as many as 80 custom screens displaying Siebel views, with batch and real-time integration to back-end applications enabled through IBM WebSphere middleware, and integration with the Bank’s Interactive Voice Response (IVR) system using Siebel’s Computer Telephony Integration (CTI) technology.
The solution was implemented in three stages. SBM had total responsibility for the specification, design, development and implementation of the solution, using a multi-skilled team including people from SBM, Riyad Bank and Siebel. The successful implementation of the Siebel Call Center solution is viewed by Riyad Bank’s management as major milestone in the transformation of the bank’s IT infrastructure and provides it with a sound foundation for moving ahead as a market leader in customer care and service.
— Arab News CompuNet 14 October 2003