The platform is expected to boost the bank's profitability and competitiveness, and also improve agent desktop experiences
Emirates NBD Bank, a Dubai government-owned lender, will deploy an omnichannel platform called Moro Connect developed by Moro Hub (Data Hub Integrated Solutions) in partnership with Avaya.
Moro Connect is a cloud communications solution for contact centre as a service (CCaaS). It has been built on technology powered by Avaya OneCloud.
The solution will drive the profitability and competitiveness of Emirates NBD Bank, said Dubai Electricity and Water Authority (DEWA), whose digital arm Digital DEWA owns Moro Hub.
Moro Connect is also expected to enhance agent desktop experiences by integrating core systems.
DEWA MD and CEO Saeed Mohammed Al Tayer said: “Moro Hub operates in line with the vision and directives of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai to make the UAE, particularly Dubai, a leader in digital solutions.
“As a leading data hub, our key aim is to strengthen and streamline access to data, which is in line with Dubai 10X and UAE Centennial 2071 that positions the country as a global capital of advanced digital solutions.”
Through a cloud-based subscription model, Moro Connect provides unified communications and contact centre solutions. Available to enterprises, the solutions are said to enable organisations to buy the capacity and services they need without having to pay huge upfront costs.
Moro Connect is expected to boost the collaboration experience with the stakeholders of Emirates NBD Bank by empowering its employees and in engaging with customers.
The platform will also help in the exchange of business phone systems, meeting services, on-premise contact centre solutions, and other legacy systems with a completely integrated, end-to-end cloud communications platform, said DEWA.
Besides, Moro Connect will enable the bank’s customers to resolve inquiries and issues by various communication methods like chat, social, and self-service.
The platform will help agents with context across all channels by giving them access to vital customer data from various sources and view the full customer journey from a single interface.
Emirates NBD Bank vice chairman and managing director Hesham Abdulla Al Qassim said: “The partnership is a testament to the fact that businesses in the region seek innovative solutions to differentiate themselves in the digital landscape.
“As an organisation, Emirates NBD Bank has always strived to deliver exceptional, best in class customer service and through this partnership, we are bringing this ambition to the next level, with a broader offering of digital channels, benchmark efficiency and a state of the art omnichannel platform.”