Case Study: Alizz Islamic Bank achieves rapid customer onboarding and exceptional omnichannel service with Genesys

Islamic Bank start-up bank seizes initiative in growth market

Alizz Islamic Bank, launched in Oman in September 2013 as one of the country's first Shari’a‑compliant banks, set out to combine innovative products with outstanding customer service. Starting from scratch, the bank faced the challenge of delivering multiple ways to bank, creating a fresh customer experience at launch, and supporting rapid growth with the contact center as the primary customer hub.

Alizz chose a hosted Genesys Customer Experience Platform, including Self‑Service IVR and Proactive Communications, implemented with NCR to go live in five months. The solution delivered multichannel service at launch, a unified agent desktop for faster personalized service, a callback feature that cut abandoned calls to an all‑time low, and most calls answered within 20 seconds; self‑service now handles ~3,700 calls monthly, enabling rapid customer acquisition and continued innovation.

Alizz Islamic Bank

Muna Al-Khusaibi

Call Center Supervisor, Alizz Islamic Bank