Faysal Bank to Implement Avaya’s Next Generation Contact Center on a Virtualized Platform


Faysal Bank Limited recently signed an agreement with Pronet (Pvt.) Ltd for the implementation of Avaya’s Next-Generation Contact Center Solution. The signing ceremony took place in Karachi and was attended by Nauman Ansari, Acting President and CEO, Faysal Bank Limited; Aarij Ali, Head Retail Banking Group, Faysal Bank Limited; Mash Khan, Chairman, Pronet (Pvt.) Ltd and other senior representatives.

Faysal Bank will be the first Bank in Pakistan to implement this state-of-the-art technology on a virtualized platform based on Avaya’s ‘fully integrated’ and ‘end-to-end’ technology components. This implementation and the major revamp of the infrastructure, which includes innovation in quality assurance and performance management, workforce optimization, dynamic and proactive outbound interactive voice response, will further enhance the overall customer experience, operating efficiency and agent productivity.

At this momentous occasion, Nauman Ansari, Acting President & CEO, Faysal Bank, said “This project is part of our strategic initiative towards an optimized, consolidated and a technology-led model for superior customer service management. Being the first bank in Pakistan to implement this, shows our commitment to deliver distinguished customer experience, using best in class technology tools by integratively leveraging on our technology investments”.

“Avaya is pleased to collaborate with Faysal Bank in its launch of the first next generation, virtualized Platform and fully integrated Contact Center in Pakistan. This project will significantly improve customer experience, employee productivity and agility across Faysal Bank’s operations in the country,” said Abid Latif, Avaya’s country Manager in Pakistan.

Speaking at the occasion; Mash Khan Chairman Pronet (Pvt) Limited said “As one of the leading System Integrators in Pakistan, it is a proud occasion for us to collaborate with Avaya to implement, source, manage and enhance Contact Center technology operations for Faysal Bank which encompasses a broad suite of Avaya’s recently evolved technological advances”.

Notes to Editors:

About Faysal Bank Limited
Faysal Bank Limited was incorporated in Pakistan on October 3rd, 1994 as a public Limited company under the Companies Ordinance, 1984. Currently, the Bank’s shares are listed on the Karachi, Lahore and Islamabad Stock exchanges. Faysal Bank is engaged in Commercial, Consumer, Corporate and Islamic banking activities. The Pakistan Credit Rating Agency Limited (PACRA) and JCVR-VIS Credit Rating Company Limited have determined the Bank’s long term rating as ‘AA’ and short term rating as ‘A1+’. Faysal Bank’s footprint now spreads over more than 80 cities with over 265 branches, with business assets in excess of PKR 330 billion, placing it amongst the top ten banks in Pakistan. Faysal Bank’s ambition is to provide par excellence service to its customers while meeting their financial needs.

About Pronet (Pvt) Limited
Pronet (Pvt.) Limited is one of the leading Solution Providers, specializing in Voice, Data and Telecom Technologies and serving marquee clients in the Banking, Telecos, Enterprise and the Government Verticals in Pakistan. Pronet is part of LinkQuestFZCO, a Dubai based group with presence in the Middle East and Africa. Pronet has been in the Technology business in Pakistan since 1996 and has offices in Karachi, Lahore and Islamabad and its long association with the country’s technology industry, spanning a period of more than 18 years, has facilitated its rise to a preeminent position in Pakistan. Since Pronet’s inception, its growth has been substantial and is poised to grow further through a focused strategy to serve existing and new clients with our leading edge Product and Services’ portfolios.

About Avaya

Avaya is a leading global provider of next-generation business collaboration and communications solutions, providing unified communications, real-time video collaboration, contact center, networking and related services to companies of all sizes around the world. Avaya helps customers bring people together with the right information at the right time in the right context, enabling business users to improve their efficiency and quickly solve critical business challenges.

Press contacts:

Communications Team
Faysal Bank Limited