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CL embarks on an Omni-channel transformation Journey
01 JUN 2017

Credit Libanais Selects NCR Contact Center Solution to Enhance Customer Services and kick off an Omni-channel transformation Journey










From Left to right: Credit Libanais - Khaled Helou (Deputy head – E-channels) & Ms. Grace Salameh Azoury (Group head – E-channels and Customer Service) NCR Lebanon - Hicham Yamout (General Manager) – Adel Harb (Services Manager)


NCR provided solutions will help Credit Libanais to scale to offer omni-channel banking services while ensuring exceptional contact centre experience to its customers

(NYSE: NCR), a global leader in omni-channel solutions, today announced that Credit Libanais, a leading financial institution in Lebanon, has turned to NCR to set-up a future-ready contact centre to support its vision of delivering comprehensive omni-channel banking services, while ensuring exceptional customer interactions.

As part of the agreement, NCR will deliver a high-tech future ready omni-channel enabled contact centre that will make banking experience exceptional to Credit Libanais customers. NCR’s platform fully integrates with Credit Libanais core banking and CRM systems and allows the customer service team to have a 360° view of all customer enquiries while enabling them to address these queries across multiple channels including voice, email, chat and SMS.

“Our strategy is to embark on the digital transformation journey partnering with industry leaders like NCR to enhance our e-Banking services portfolio while delivering true omni-channel experience to our customers,” said Grace Salameh Azoury, Group Head of E-channels & Customer Service at Credit Libanais. “As we move forward with our digital journey, Credit Libanais will strive to remain agile, flexible and dynamic to provide value-added services and deliver consistent experience across all banking touch-points”.

The NCR provided Solution offers agents with a single view of customer profiles in real time, enabling them to verify callers and fulfil a large number of transactions in shortest possible time. The Knowledge Base module will allow Credit Libanais to store support incidents and case solutions in a central location, making it easier to access account information and product updates.

“As one of the leading financial institutions in Lebanon, Credit Libanais continues to find new ways to delight customers with outstanding service and convenience and the adoption of NCR ‘s latest contact center solution, reiterates this commitment,” said Hicham Yamout, NCR General Manager for Lebanon. “We will continue to work closely with Credit Libanais to help them transform customer experience with an agile and responsive contact center and support its future growth strategies to deliver next generation of omni-channel solutions”.

NCR provided solution optimizes overall contact center throughput with intelligent, adaptive work management and real-time performance monitoring. Based on a true omni-channel infrastructure and an open XML and Web Services platform, NCR has successfully transformed the way that a number of financial institutions in the Middle East and African market connect, interact and transact with customers through call centres.

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