Wednesday, 24 April 2019 13:04

Avaya partners with Standard Chartered on customer experience transformation

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Avaya partners with Standard Chartered on customer experience transformation Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Unified communications vendor Avaya is partnering with international banking group Standard Chartered to deliver a multi-year customer experience transformation project aimed at enabling the bank to further align its services with digitally-connected clients.

The New York-listed Avaya (NYSE: AVYA) says its OneCloud private solution enables organisations such as Standard Chartered to “hit the ground running with unified communications and contact centre solutions delivered on their own private cloud”.

According to Avaya, as Standard Chartered continues to invest in its digital capabilities, the global banking group is experiencing an increase in digital adoption, with 49% of clients now actively using online or mobile banking compared to 45% in 2017.

“The bank is committed to delivering an easy, convenient and secure digital banking experience across multiple channels, while still offering the human touch through its contact centres,” Avaya notes.

“Our partnership with Avaya will enable us to offer a truly seamless experience for our clients by consolidating all our interactions with them in one place,” said Stuart Beaumont, global head, Voice and Virtual, Standard Chartered.

“This creates greater efficiencies in our structure, with agents being able to transition between all channels, benefiting from the context of previous conversations. Avaya’s platform also offers us the flexibility of engaging third party organisations so that we can continue to evolve and offer best in class channels and a great experience for our clients.”

Nidal Abou-Ltaif, president, Avaya International, said: “Standard Chartered is creating more convenient ways of banking for its clients, ensuring security, privacy and full-service across any channel. Avaya is proud to be supporting this venerable financial institution as it continues to evolve and transform to meet the needs of its clients.”

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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