18 Feb 2021

Moro Hub, Avaya team up to accelerate Emirates NBD's digital growth

Moro Hub, Avaya team up to accelerate Emirates NBD's digital growth

Moro Hub, a subsidiary of Digital DEWA, the digital arm of Dubai Electricity and Water Authority (DEWA), and global cloud and communications firm Avaya have partnered to enable UAE’s Emirates NBD with an omnichannel platform – Moro Connect.

Moro Connect, built on technology powered by Avaya OneCloud, is an all-in-one Cloud Communications solution for Contact Centre as a Service (CCaaS) that will drive the bank's profitability and competitiveness and improve agent desktop experiences through the integration of core systems.

To mark the strategic partnership, HE Saeed Mohammed Al Tayer – MD & CEO of DEWA welcomed a VIP delegation from Emirates NBD Bank, chaired by HE Hesham Abdulla Al Qassim - Vice Chairman and Managing Director at the Moro Hub premises.

The delegation from Emirates NBD Bank included Group Chief Operating Officer Abdulla Qassem;  Group Chief Information Officer Miguel Rio Tinto and Senior Vice President, Head Group Corporate Affairs Ibrahim Sowaidan. From Avaya, the company’s President, Nidal Abou Ltaif, and VP for MEA & Tukey Fadi Hani were present during the visit. The meeting was also attended by Moro Hub’s Vice Chairman Eng. Marwan Bin Haidar; Board Member Matar Al Mehairi; CEO Mohammad Bin Sulaiman and Chief Information Security Officer of DEWA and Moro Hub Dr. Ahmed Al Ketbi.

“As a leading data hub, our key aim is to strengthen and streamline access to data, which is inline with Dubai 10X and UAE Centennial 2071 that positions the country as a global capital of advanced digital solutions,” said HE Al Tayer.

Moro Connect is a platform that delivers innovative unified communications and contact centre solutions and makes them available to enterprises through a cloud-based subscription model, enabling organisations to purchase the capacity and services they require without large upfront costs.

“Emirates NBD Bank will benefit from greater flexibility, enabling it to respond quickly to changing business demands, improve customer experience, and manage costs more effectively. We are confident that the state-of-the-art technology will accelerate the bank closer to its business goals and help it in the implementation of the Dubai Vision 2021 to transform Dubai into the world’s smartest and happiest city,” added HE Al Tayer.\

Moro Connect will enhance the collaboration experience with the bank’s stakeholders by empowering its workforce, engaging with its customers and exchanging legacy systems such as business phone systems, meeting services, and on-premise contact centre solutions with a fully integrated, end-to-end cloud communications platform.

“As an organisation, Emirates NBD Bank has always strived to deliver exceptional, best in class customer service and through this partnership we are bringing this ambition to the next level, with a broader offering of digital channels, benchmark efficiency and a state of the art omnichannel platform,” said Emirates NBD’s HE Al Qassim.

Through the implementation of Moro Connect, Emirates NBD customers can resolve inquiries and issues through multiple communication methods such as chat, social, and self-service.

Source: ITP

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