Bank of Alexandria
Commercial International Bank- CIB
The Arab African International Bank
The Arab Bank
Egyptian Commercial Bank
MIBank
United Bank of Egypt
Central Bank of Egypt

Bank of Alexandria

In cooperation between Raya & Bank of Alexandria Deployment of a Multi-Service Network for LE 5.5 Million

Summary:

Within less than 4 months, Raya succeeded in delivering a state-of-the-art communications infrastructure based on the latest Cisco technology to Bank of Alexandria. Realizing the importance of a complete overhaul, Mahmoud Abd El Latif, Chairman of Bank of Alexandria stated that “these overhauls help the bank improve its products and services and allow for the introduction of new services that satisfy the market’s demand”.

Technology:

Latest Cisco technologies

Benefits:

• Improve the bank’s quality of products & services
• Introduce new lines of services
• Become more responsive to customers’ demands

To achieve the bank’s mission, Raya established a local area network and wide area network infrastructure including a virtual private network and dial up connectivity interconnecting around 200 branches based on Raya telecom’s state-of-the-art public data network. Availing data at the blink of an eye to the bank’s management, the infrastructure further facilitates the delivery of a number of value-added financial services such as credit cards and smart cards.

Impressed by Raya’s high skill-set throughout the implementation process, Fatma Lotfy, vice president of Bank of Alexandria praised “the speed and accuracy of the implementation process, as well as the IT training provided to the bank’s staff.”

back to top

Commercial International Bank CIB

With over 50 branches all over Egypt and plans to expand to 100 branches by 2005, it became integral for the Commercial International Bank (CIB) to implement an efficient system to support not only inter-branch communications, but also national and international voice calls. A large-scale financial institution like CIB cannot afford a single minute of downtime. Accordingly the design and implementation of the project was complex.

The primary challenge was not only meeting the deadline, but also assuring customers’ satisfaction both during and after delivery. Since customers’ business was already functioning satisfactorily, the transition to a new system had to be implemented as efficiently as possible, with minimal disruption to the bank’s customers. Thus time management became the key to ensure that customers were getting good value for their money.

The challenge was to implement a level of service that would be noticeably superior to the one currently in place, with additional features and benefits for the bank’s customers. To achieve this, several key factors had to be addressed, such as providing an excellent level of communication across the board, from voice quality to faxes, between the bank and its branches, as well as guaranteeing zero downtime by 4 levels of redundancy and securing voice networking against intrusions and viruses.

The IP nature of the solution included additional applications that would be of benefit to the bank, such as broadcasting test messages, retrieving financial information from websites, broadcasting CNN breaking news and displaying the bank’s employees’ directory.

When it came to selecting an IT partner, price was not CIB’s primary concern, but quality and experience were. Since Raya, the sole Cisco Gold Partner in Egypt, has certified resources and vast experience, the partnership of those two leaders in their respective fields fell into place. Previous successful operations between CIB and Raya Integration also contributed to the selection process.

CIB has always been a fearless pioneer not only in its line of business but also in its internal infrastructure that supports the bank’s extensive and varied business. The bank started reaping the benefits of its investment halfway before the project’s finalization. CIB employees are now communicating easily internally, they are getting financial information, breaking news and corporate updates through IP phones. Having witnessed the successful implementation of this project, CIB could not wait to start two other projects based on it; a new IP based call center and extensions to the original project.

back to top

Central Bank of Egypt
Unified Network with All Banks in Egypt

Stemming from the need for daily online communication with all operating banks, and to continue its strategic role in driving the banking and monetary activities in Egypt, Central Bank of Egypt (CBE) contracted Raya Telecom to provide it with connectivity services based on the superior quality, traffic management and reporting capabilities of its MPLS network core.

By this agreement Raya Telecom equips CBE with two separate Virtual Private Networks (VPNs). The first VPN functions as a unified communication infrastructure between the dispersed CBE branches in Cairo, Alexandria, Port Said, and the Economic Research Center, Cash Print House, and the CBE Governor Offices. The second, working as an extranet, enables online exchange of information between CBE and the various banks, over one single connection from each bank serving in secure exchange of all reports including credit risks, currency exchange, and clearance. This unified communication infrastructure is fundamental for CBE’s overall strategic automation project.

back to top

United Bank of Egypt
Fast and Secure Connectivity

To connect the different branches and ATM network to the bank’s headquarter, Raya Telecom currently provides Virtual Private Network ( VPN) and customer premises equipment management services to the United Bank of Egypt ( UBE). The VPN serves the bank’s operations on a reliable network that fully supports the present and future needs and directly affects the bank’s daily operations. In addition, Raya Telecom network operation center is fully responsible for monitoring the bank’s VPN on 24/7 basis. It is backed up with the latest monitoring tools which allow for a fast and outstanding performance in fault identification and fault resolving, more than any other network operating in Egypt.

back to top

The Arab African International Bank

When AAIB, the first Arab multinational bank, wanted to increase awareness of its Dollar and Euro Medium Term Deposits (for which it had chosen the catchy new “Green Pearls” brand name), the obvious option was to use a professional contact center.
AAIB chose Raya Contact Center as its strategic partner for this endeavor. Via the toll-free number 19555, Raya Contact Center enabled the bank’s powerful entry into the market, providing information to a broad based set of customers, as well as the ability to respond dynamically to product advertisements and promotions.
Powered by an internationally certified team of agents, Raya Contact Center provided callers with accurate information about the bank’s products, responded attentively to customer inquiries, and assisted in measuring customer satisfaction throughout the process.
Raya provided AAIB with information lines for advertisement response, field visit scheduling, and other telemarketing services including database building and profiling, as well as telesales services focusing on lead generation.

back to top

The Arab Bank
A professional entrance into the retail banking market

Experts in corporate banking, the Arab Bank PLC -- with a global network of more than 400 branches and offices across five continents -- was set to enter the retail banking market as well. To do so, the bank needed a strategic partner, an effective marketing and sales oriented contact center to help build a strong relationship with its customers.
Raya Contact Center offered the bank a hassle free contact center that was able to begin its operations in just two weeks time. The comprehensive outsourcing model offered by Raya was customized to meet the bank’s needs, servicing almost all of its products, which include savings accounts, current accounts, short-term loans, car loans, electronic services and credit cards.
Raya Contact Center’s solution encompassed both telesales and telemarketing services, involving lead generation, up- and cross-selling, building brand and product awareness, as well as database profiling and validation.

back to top

Egyptian Commercial Bank

“Alo Bank” answers customer inquiries

As it prepared to launch Egypt’s first Platinum MasterCard, the Egyptian Commercial Bank looked to Raya Contact Center for a vigorous, top-notch customer care system that would cater to Platinum card customers, as well as the bank’s retail and corporate clientele.
Powered by Raya Contact Center, the Egyptian Commercial Bank launched its new toll-free “Alo Bank” 19322 number in 2004. Raya’s ample banking sector contact center experience made it a natural choice for the bank, which needed professional telesales and telemarketing services for products that included credit, ATM and debit cards, personal and auto loans, CD and saving schemes, as well as the bank’s "Forset El-Omr" monthly prize winning certificate.
With all of these offerings, Raya was always able to handle a variety of customer inquiries in a professional, efficient and effective manner, providing the bank’s clientele with superior customer service every time.

back to top

MIBank

Heavy promotions via a robust call center

An aggressive marketing and communications strategy helped MIBank attract a broad set of consumers; at the same time, it made it increasingly difficult for the bank’s customer service team to handle the immense number of calls that came in during periods of peak mass media advertising.
What MIBank needed was a robust and responsive contact center that would act as a help desk and an information disseminator, as the sheer scale of inquiries into its product offerings increased. Raya Contact Center’s stellar reputation, as well as its vast experience in serving the banking sector, made it a smart choice for MIBank.
As a strategic partner, Raya Contact Center provided telesales and telemarketing services for MIBank’s products. Raya’s advanced, responsive and reliable 24/7 service helped to successfully increase MIBank’s share of the retail banking market.

back to top