Bank Muscat’s Contact Center Honored with the Prestigious Oman Domestic AI Initiative of the Year Award

Bank Muscat’s Contact Center continues to achieve significant successes and has been dedicated to providing a comprehensive range of banking services and facilities to the Bank’s customers. In recognition of its pioneering role in customer service, Bank Muscat, the leading financial services provider in the Sultanate of Oman, has been recognized with the Oman Domestic AI Initiative of the Year Award by The Asian Banking & Finance, a reputed accrediting body that recognizes the best banking institutions that excel in applying AI initiatives to enhance customer service and improve their banking experience. The recognition of the Bank came as an acknowledgement to the pivotal role which Bank Muscat’s Contact Center plays in customer service. The Contact Center represents a primary communication channel for customers to learn about the wide range of banking products and services offered to them as well as addressing their inquiries. This achievement marks an important milestone in Bank Muscat’s journey toward digital transformation, as the Bank constantly seeks to leverage the latest technologies to meet customer needs efficiently and swiftly.
On this occasion, Talal Abdul Hameed Al Zadjali, Deputy General Manager – Operations, at Bank Muscat, said: “We take pride in winning in being recognized with this prestigious award, which underscores the Bank’s commitment to adopting technological innovations to provide the best possible customer experience. Bank Muscat’s Contact Center has been pioneering in utilizing Artificial Intelligence tools (AI) to enhance customer experience, as it serves as a primary interface between the Bank and its valued customers. Customers may avail a wide array of banking services 24/7, backed by a qualified team dedicated in order to assist customers with various transactions and inquiries. Bank Muscat delivers an exceptional banking experience through its traditional and digital channels, designed to enhance financial inclusion and improve customer satisfaction, while ensuring continuous investment in the latest and advanced technologies to keep pace with developments in the telecommunications sector.”
Since the Contact Center was established in 2000, Bank Muscat has prioritized its mission of providing the best banking services and facilities to customers through the Center. Additionally, it has become one of the most important Contact Centers in the banking sector in the Sultanate, supported by a specialized and highly skilled Omani team, operating around the clock and throughout the week. Amongst the services offered at the Contact Center are money transfer services, details about the Bank’s products and services, inquiries about account opening procedures, credit card balance details, transaction statements, financing details, fixed deposit interest rates, and currency exchange rates. Customers can also request to block cards, obtain account statements, request checks, credit card statements, and pay utility bills such as electricity and water bills. The Contact Center is an essential banking channel that addresses customer feedback and provides the banking services they need. Customers can submit their inquiries about products by calling 24795555 or via WhatsApp, where they can add the Contact Center number to their contact list. These services are available throughout the week from 8:00 a.m. to 10:30 p.m., while the automated response service is available 24/7 for inquiries related to various products and services. Customers can also use this platform to share their feedback and suggestions.
Bank Muscat’s Contact Center has implemented advanced cybersecurity measures and introduced the Bot-Based Outcalls Technology (BOT) which the Fraud Monitoring Team at the Center apply to detect fraudulent transactions and respond to fraudulent calls and suspicious communications. The implementation of this innovation has revolutionized and enhanced the communication methodology with the Bank’s customers. It has also helped the Bank’s services reach a wider customer base. The fraud monitoring team at the Center also address reports of lost cards or other urgent matters, enabling customers to block their cards if lost or stolen, either through the Center or via the Bank’s digital channels. Over the past year, the Center achieved an average response time of 29 seconds and handled approximately 10 million calls, messages, and notifications via the Bank’s social media accounts in Arabic, English, and Hindi, employing an intuitive chatbot to address inquiries instantly.
In recognition of the commitment to its customer-centric strategy, Bank Muscat has received numerous global, regional, and local awards that underscore its leadership in customer service and enhancing customer experience. The Bank has been listed amongst Forbes Middle East’s Top 100 Listed Companies 2024 and Forbes’ 30 most valuable banks in the Middle East for 2024, in addition to winning the Best CX Innovation Award at the CX Live Awards 2024.