Credit Libanais to transform its contact centre infrastructure with NCR’s innovative technologies

Credit Libanais to transform its contact centre infrastructure with NCR’s innovative technologies

 

NCR solutions will help Credit Libanais offer customers an exceptional contact centre experience and scale to offer new omni-channel banking services

BEIRUT, Lebanon, 2017-Jun-21 — /EPR Retail News/ — NCR Corporation (NYSE: NCR), a global leader in omni-channel solutions, today (June 20, 2017) announced that Credit Libanais, a leading financial institution in Lebanon, will transform its contact centre with NCR’s innovative technologies. NCR will deliver a high-tech contact centre infrastructure to help Credit Libanais deliver a seamless omni-channel customer experience across its channels.

NCR’s innovative solution will allow the bank’s customer service team to better engage customers through a 360° view of all enquiries, enabling faster response across multiple channels, including voice, email, chat and SMS to deliver a more seamless customer experience.

“Our strategy is to embark on the digital transformation journey partnering with industry leaders such as NCR to enhance our e-Banking services portfolio; while consistently 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 solution provides agents with a single view of customer profiles in real time, allowing them to verify callers and fulfil a large number of transactions faster. The NCR Knowledge Base module allows Credit Libanais to store support incidents and case solutions at a central location making future access to information easy. Additionally, NCR’s flexible software platform easily integrates with Credit Libanais’ existing core banking and CRM systems, enabling rapid installation and deployment.

“Credit Libanais continuously strives to find new ways to delight customers and improve the customer experience, and this transition to NCR’s innovative contact centre platform is a big stride in this direction,” said Hicham Yamout, NCR general manager for Lebanon. “We will continue to work closely with Credit Libanais to help navigate its digital transformation journey with an agile and responsive contact center, and support its future growth strategy to deliver next generation omni-channel solutions.”

NCR’s contact center technology enhances the overall experience with an intelligent, real-time performance monitoring system. The open XML and Web-based solution has helped leading financial institutions in the Middle East and Africa region to transform the way they connect, interact and transact with customers.

About Credit Libanais Group
Established in 1961, Credit Libanais Group, one of the alpha banks in Lebanon remains deeply rooted in the country, with a landmark reference Head Office Tower in the banking sector.  The Bank has the 8th largest network in the country with 77 branches including the local and international outreach in Cyprus, Bahrain and Iraq, a representative office in Canada and a subsidiary bank in Senegal.

Year after year, Credit Libanais reaffirms its commitment to conducting business with high ethical standards and sustainability in mind. In 2015, the Bank officially joined the United Nations Global Compact Network, the world’s largest corporate responsibility initiative with over 9000 business and 4000 non-business participants in 170 countries, and is an active member in the local UNGC Network.

Website: www.creditlibanais.com.lb
Customer Service Number: 1518 / 00961-1-607 100
Twitter: @CreditLibanais
Facebook: www.facebook.com/creditlibanaisgroup
LinkedIn: www.linkedin.com/company/credit-libanais
Instagram: www.instagram.com/CreditLibanais
YouTube: www.youtube.com/user/CreditLibanaisGroup

About NCR Corporation
NCR Corporation (NYSE: NCR) is a leader in omni-channel solutions, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier.

NCR is headquartered in Duluth, Ga., with over 30,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

Website: www.ncr.com
Twitter: @NCRCorporation
Facebook: www.facebook.com/ncrcorp
LinkedIn: www.linkedin.com/company/ncr-corporation
YouTube: www.youtube.com/user/ncrcorporation

News Media Contacts:
Rakesh Aulaya
NCR Public Relations
912.2619.5483
rakesh.aulaya@ncr.com

Source: NCR Corporation

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BRP report: Retailers plan to use Innovative Technologies to Improve Customer Service

BRP report: Retailers plan to use Innovative Technologies to Improve Customer Service

 

According to the 2017 Customer Experience/Unified Commerce Survey, Savvy Retailers are Planning to use Innovative Technologies to Improve Customer Service

Boston, MA, 2017-May-23 — /EPR Retail News/ — According to a new report from BRP, 55% of retailers are focused on optimizing the customer experience to increase customer loyalty by improving the mobile shopping experience and creating a unified experience across all channels.

“The customer experience in a unified commerce world is much more complex than it is in a pure play e-commerce or brick-and-mortar retail environment and we are seeing retailers map out the entire customer journey to design the optimal customer experience,” said Perry Kramer, vice president and practice lead at BRP. “This complexity expands exponentially as the proliferation of social media, the Internet of Things, (IoT), artificial intelligence and machine learning influence the retail world and more specifically, the customer journey.”

Stores must now encompass both worlds – the sensory experience generally available in the physical world, such as touching and feeling merchandise and personally interacting with a knowledgeable associate – whether simply human or a combination of AI and human characteristics – married with the unique and personalized shopping experience common in the digital world. The physical and digital worlds are forever intertwined as we look to the future.

BRP conducted the 2017 Customer Experience/Unified Commerce Benchmark Survey to understand retailers’ customer experience priorities today and for the future, and how the evolution of unified commerce helps provide retailers with the right people, processes and technology to enable retailers to enhance the customer experience.

The key customer experience capabilities are:

Educate – One of the areas of greatest improvement is the offering of social media as a research option for customers to learn more about the brand and products. Overall utilization is up from 73% of retailers utilizing it last year to 92% this year, however, many retailers indicate that their current social media offerings need improvement.

Engage – Most retailers have plans to implement new technologies to identify customers via their smartphones, mobile applications and other emerging technologies. Within three years, 59% of retailers plan to use Wi-Fi and 63% plan to use mobile apps to identify customers in their stores.

Execute – 67% of retailers are offering a consistent product assortment across channels; however, many retailers are still struggling with manual processes as 43% indicate the processes need improvement.

Enhance – Retailers realize the importance of utilizing customer insights gathered from social media as 89% of retailers are now using social media comments as a critical customer satisfaction measurement, up from 59% last year.

Enablers – Enhanced networks are a critical requirement for a unified commerce environment and 76% of retailers plan to enhance or replace their network within the next three years.

To download the complete 2017 Customer Experience/Unified Commerce Benchmark Survey, visit: https://brpconsulting.com/2017-unified-commerce-survey/.

The 2017 Customer Experience/ Unified Commerce Benchmark Survey platinum sponsor is Aptos and the gold sponsors are Cayan, ECRS, Experian Data Quality, Fujitsu, Manhattan Associates, Mi9 Retail, NCR, Netsuite, PCMS, Radial, Tyco Retail Solutions.

About BRP

BRP is an innovative retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants’ deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm’s unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS)
Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM
Unified Commerce | Customer Experience | Order Management | Networks
Merchandise Management | Supply Chain | Private Equity

For more information on BRP, visit http://www.brpconsulting.com.

Contact:

David Naumann
916-673-7757
mailto: dnaumann@brpconsulting.com

Source: BRP

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NCR Leads India’s Financial Service Industry With Innovative Technologies

NCR continues to lead the financial services industry in India with innovative technologies that provide exceptional customer experiences

CHENNAI, India, 2017-Mar-21 — /EPR Retail News/ — NCR Corporation (NYSE: NCR), a global leader in omni-channel solutions, today (March 15, 2017 ) announced that its state-of-the-art manufacturing facility at Mahindra World City, in Chengalpet, Chennai has achieved the unique distinction of having produced 200,000 ATMs since the facility’s inception in 2002. This manufacturing facility not only meets India’s domestic market requirements, but significantly contributes to exports.

According to RBR Research’s ‘Global ATM Market and Forecasts 2017’ report, NCR continues to lead the ATM market with over 45 percent share. India currently has a little over 225,000 ATMs and of these, more than 50 percent i.e. about 122,000 ATMs are NCR ATMs. NCR’s omni-channel solutions continue to empower financial institutions (FIs) in India to unlock amazing experiences and grow efficiently.

“This accomplishment reflects the committed efforts of our team at NCR, the support we receive from FIs in India and the government’s vision of promoting domestic manufacturing initiatives,” said Navroze Dastur, managing director, NCR India and South Asia. ”The ATM suite we offer is not limited to cash withdrawal and deposits but also includes ATMs that act as 24×7 available mini bank branches. Our ATM portfolio caters to  tech-savvy urban customers and extends to reach villages across rural India to enable financial inclusion”.

India is a growing economy with over 65 percent of the population under the age of 35. The country’s young workforce is well travelled, qualified; with high disposable income and has a voracious appetite for technology. This is driving India to become the world’s fifth largest consumer market by 2025.1

“We are immensely proud to have attained the unique distinction of having manufactured 200,000 world-class ATMs at our India manufacturing facility which is indeed an unparalleled accomplishment,” said C Santhakumar, senior operations director, Manufacturing and Quality for NCR India. “Thanks to the enormous talent pool in India, its strategic location and the additional capacity of our state-of-the-art facility, NCR is in a great position to introduce innovative omni-channel technologies to give today’s time-compressed consumers the freedom to determine not just what services they wish to consume, but exactly how they wish to consume them.”

NCR continues to stay committed to India with service and support centres in over 260 locations, covering about 4,500 contact points in India alone. With its team of over 3,500 professionals, NCR continues to transform into a “hardware-enabled, software-driven” business. The team at NCR’s Hyderabad R&D facility strives to ensure that innovation remains a continuous and unabated process.

About NCR Corporation
NCR Corporation (NYSE: NCR) is a leader in omni-channel solutions, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables more than 550 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier.

NCR is headquartered in Duluth, Georgia with over 30,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

Web sites: www.ncr.com
Twitter: @NCRCorporation
Facebook: www.facebook.com/ncrcorp
LinkedIn: www.linkedin.com/company/ncr-corporation
YouTube: www.youtube.com/user/ncrcorporation

News Media Contact:
Rakesh Aulaya
NCR Public Relations
912.2619.5483
rakesh.aulaya@ncr.com

Source: NCR Corporation