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July 28, 2017

Virtual customer service at Emirates National Bank of Dubai

Emirates National Bank of Dubai – the leading bank in the United Arab Emirates – joined the ranks of customers of Krakow-based Ailleron. The virtual branch has become part of the modern on-line banking system, which allows the bank's customers to be served “face to face” without having to visit a physical branch. LiveBank is also available via the bank's mobile application.

One of the key innovations is the FaceBanking service, based on LiveBank technology, allowing customers to contact their banking advisor directly and immediately. Secure video and audio calls, as well as chat, are the main channels used to guide the customer when carrying out complex transactions and to provide specialised advice. Thanks to FaceBanking, the customer can fill out a loan request and share the document with their advisor, while authentication and authorisation of the transaction will be carried out via SMS. The system also enables its users to pause the process of filling out documents and return to it later at any time, as well as transfer files. The new technology offers comprehensive customer service, equal to that of a traditional brick-and-mortar branch.

Thanks to the proven technology by the Krakow-based company, the new on-line banking platform will allow the bank to be closer to its customers, providing an innovative and modern service channel. It also serves as an answer to the ever-growing need of digitisation in the banking sector. See and experience the new platform implemented at the Emirates National Bank of Dubai.

The system implemented at the Emirates National Bank of Dubai by Ailleron helps the bank to achieve its business objectives, such as maintaining its position as one of the most renowned suppliers of financial services in the Middle East. The bank is the leader in the market of core business lines, with over 220 branches[1]. In 2016, Emirates National Bank of Dubai won 8 prestigious titles, including Bank of the Year in the Gulf Business Industry Awards, as well as Best Mobile Banking Experience in the Smart Cards & Payments Awards[2].

“The success of LiveBank in the Middle East is a result of a well-thought out strategy based on analysis of market trends, as well as expectations of banks and their customers regarding digital customer service.  We have already implemented LiveBank in numerous countries; the launch of a virtual branch at the largest bank in the United Arab Emirates is yet another one of our achievements," said Adam Bugaj, LiveBank Head of Product & Business Development. “It also confirms the ever-growing need for technologies that bring a ‘human touch’ into the world of digital customer service. Our services meet the expectations of banks that aim for cost optimisation, as well as customers who want professional, convenient and modern service.”


1. http://www.emiratesnbd.com/en/about-emirates-nbd/about-us/
2. https://www.emiratesnbd.com/en/about-emirates-nbd/awards/

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