Case Study: Gulf African Bank achieves improved customer service and operational efficiency with Ameyo

Gulf African Bank - Customer Case Study

Gulf African Bank, the first and largest Islamic bank in Kenya, faced gaps in CRM, reporting and call management that hurt agent performance and operational efficiency in its contact center. Seeking an omnichannel contact center and CRM solution, the bank partnered with Ameyo and deployed Ameyo’s Omni-Channel Customer Experience Platform to automate service processes and gain better visibility into calls and tickets.

Ameyo implemented Intelligent IVR, ACD with intelligent routing, Voice Logger, ticket management and Reporting & Analytics, enabling 24/7 service availability and faster case handling. As a result, Gulf African Bank saw improved operational efficiency and customer experience, measurable agent performance through call reporting and analytics, higher call resolution rates, and comprehensive reports (including attended/dropped call details) that let supervisors track productivity in real time.

Gulf African Bank

Phidelis Mwarenge

Center Team leader