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Avaya partners with Standard Chartered to deliver CX transformation

24 Apr 2019
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Avaya Holdings is partnering with Standard Chartered to deliver a multi-year customer experience transformation project that will supposedly enable the Bank to further align its services with clients’ fast-paced, digitally-connected lives.

The Avaya 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.

Avaya offers standard reference architectures, or customers can team up with Avaya global experts to design custom solutions. The Standard Chartered Avaya implementation is designed to enable the Bank to effectively service its clients while building a foundation that anticipates contact centre channels that have not yet emerged. 

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

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

Standard Chartered global head Stuart Beaumont says, “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.

“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.”

Avaya OneCloud Private provides the global platform that Standard Chartered needs and deploys it securely within the Bank’s environment.

Avaya president Nidal Abou-Ltaif says, "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.”