Jordan Ahli Bank has revolutionized their customer interaction capabilities by implementing a comprehensive Customer Interaction Management platform. This strategic initiative enables them to deliver superior customer experiences while optimizing operational efficiency and reducing total cost of ownership.
Founded in 1955 with an initial capital of JD 350,000, Jordan Ahli Bank (JAB) holds the distinction of being the first national bank established in East Jordan and the sixth public shareholding company in the kingdom. For over 50 years, the bank has maintained its position as a leading player in the financial services industry in Jordan and beyond. With a vision to transform into a world-class financial institution, JAB remains committed to innovation and excellence in customer service.
After extensive research and evaluation of multiple renowned solutions, Jordan Ahli Bank selected Exotel to implement a comprehensive Customer Interaction Management platform tailored to their specific business needs:
Integrated Communication Infrastructure: Deployed a unified inbound and outbound communication solution seamlessly integrated with Microsoft Lync, Core Banking system, and CRM to create a cohesive ecosystem. This integration eliminated silos between different business applications and reduced manual interference.
Self-Service Optimization: Implemented an advanced IVR system for Phone Banking that enabled self-service for routine transactions such as balance inquiries, account transfers, and information requests. This automation reduced the volume of agent-handled calls, allowing staff to focus on more complex and value-added customer interactions.
Intelligent Outbound Campaign Management: Created a sophisticated outbound dialing system with configurable algorithms based on business rules. The comprehensive solution included voice recording, quality monitoring, reporting, CRM integration, multiple campaign management, and lead tracking capabilities.
Compliance Enhancement Framework: Established a robust compliance system with 100% call recording and seven-year retention capabilities to meet PCIDSS requirements. This framework ensured the bank maintained regulatory compliance while protecting sensitive customer information.
27% improvement in Service Level Agreements (SLAs) 13% increase in employee productivity from the first month of operation Significant enhancement in outbound campaign effectiveness Complete adherence to PCIDSS compliance requirements
Substantial reduction in total cost of ownership through less hardware-intensive infrastructure Automated handling of routine transactions through Phone Banking Optimized agent utilization through intelligent workload distribution Streamlined contact center operations with reduced manual interference
The integrated platform delivered a consistent and personalized experience across all customer touchpoints, strengthening relationships and loyalty.
Advanced monitoring capabilities and preventive maintenance ensured continuous service availability while minimizing disruptions.
The flexible and extensible platform enabled JAB to adapt quickly to changing business processes without compromising stability or continuity.
Comprehensive reporting tools provided management with actionable insights for strategic planning and operational improvements.
After a great deal of research on multiple renowned solutions, we zeroed in on Exotel because of its customer-oriented application, the dexterity of the solution to adapt to changing business environments, and its cost-efficiency. Within a month of deployment, we were able to see tremendous growth and improvement, and better management in our outbound campaigns. Exotel improved our SLA by 27% and employee productivity by 13%. The platform's ability to integrate seamlessly with our existing systems while meeting strict compliance requirements has been instrumental in our transformation journey toward becoming a world-class financial institution.
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+91-808 8919 888
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