ConsumerBanki

ng–Omni
channel
Del
i
ver
y

Topi
c3:
Adv
icePl
atf
orms

‫ﺓ‬
‫ﺭ‬‫ﻮ‬‫ﻤﺸ‬
‫ﻟ‬‫ﺍ‬‫ﺎﺕ‬
‫ﻨﺼ‬‫ﻣ‬

Advi
cePlat
for
ms:
Over
view
‫ﺔ‬‫ﻣ‬
‫ﺎ‬‫ﺓﻋ‬‫ﺮ‬‫ﻧﻈ‬

Digi
tali
zati
onhasmadepossi bl
einstantandeff
icientexecut
ionofrout
ine
bankingtransacti
ons,butthegr
eaterchall
engeforeffecti
veomnichannel
deli
veryli
eswi t
hsalesfulf
ill
mentformorecompl exproductswit
hanadv i
ce
el
ement .
‫ﻜﻦ‬‫ﻟ‬
‫ﻭ‬،‫ﺔ‬‫ﻴ‬‫ﻨ‬
‫ﻴ‬‫ﺗ‬
‫ﻭ‬‫ﺮ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻴ‬‫ﻓ‬
‫ﺮ‬‫ﻤﺼ‬‫ﻟ‬
‫ﺍ‬‫ﻣﻼﺕ‬‫ﺎ‬
‫ﻌ‬‫ﻤ‬‫ﻠ‬
‫ﻟ‬‫ﺎﻝ‬
‫ﻌ‬‫ﻔ‬‫ﻟ‬
‫ﺍ‬
‫ﺭﻱﻭ‬‫ﻮ‬‫ﻔ‬‫ﻟ‬
‫ﺍ‬‫ﺬ‬‫ﻴ‬‫ﻔ‬‫ﻨ‬
‫ﺘ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻨ‬‫ﻤ‬
‫ﻗ‬‫ﺮ‬‫ﻟ‬
‫ﺍ‬‫ﺎﺣﺖ‬‫ﺗ‬
‫ﺃ‬‫ﺪ‬‫ﻘ‬‫ﻟ‬
‫ﺍ‬
‫ﺎﺕ‬ ‫ﺘﺠ‬
‫ﻨ‬‫ﻤ‬‫ﻠ‬
‫ﻟ‬‫ﺎﺕ‬‫ﻌ‬
‫ﻴ‬‫ﺒ‬‫ﻤ‬
‫ﻟ‬‫ﺍ‬‫ﻴﻖ‬
‫ﻘ‬‫ﻤﻦﻓﻲﺗﺤ‬
‫ﻜ‬‫ﺍﺕﻳ‬‫ﻮ‬‫ﻨ‬
‫ﻘ‬‫ﻟ‬
‫ﺍ‬‫ﺩ‬‫ﺪ‬‫ﻌ‬
‫ﺘ‬‫ﺎﻝﻣ‬‫ﻌ‬‫ﻔ‬
‫ﻟ‬‫ﺍ‬‫ﻴﻢ‬‫ﻠ‬
‫ﺘﺴ‬‫ﻠ‬
‫ﻟ‬‫ﻷﺮ‬
‫ﺒ‬
‫ﺍﻛ‬‫ﺪﻱ‬‫ﺘﺤ‬‫ﻟ‬‫ﺍ‬
.
‫ﺓ‬‫ﺭ‬‫ﻮ‬
‫ﻤﺸ‬‫ﻟ‬‫ﺍ‬‫ﺮ‬‫ﻨﺼ‬‫ﻊﻋ‬‫ﺍﻣ‬
ً
‫ﺪ‬‫ﻴ‬‫ﻘ‬
‫ﻌ‬‫ﺮﺗ‬‫ﺜ‬
‫ﻛ‬‫ﻷ‬
Anomni
channel
adv
icepl
atf
orm al
l
owst
hecust
omert
orecei
veadv
iceby
:
‫ﺓﻣﻦﺧﻼﻝ‬
‫ﺭ‬‫ﻮ‬‫ﻤﺸ‬
‫ﻟ‬‫ﺍ‬‫ﻘﻲ‬
‫ﻠ‬‫ﻴﻞﺗ‬
‫ﻤ‬‫ﻌ‬‫ﻠ‬
‫ﻟ‬‫ﺍﺕ‬
‫ﻮ‬‫ﻨ‬‫ﻘ‬
‫ﻟ‬‫ﺍ‬‫ﺓ‬
‫ﺩ‬‫ﺪ‬‫ﻌ‬
‫ﺘ‬‫ﺓﻣ‬
‫ﺭ‬‫ﻮ‬‫ﻤﺸ‬
‫ﻟ‬‫ﺍ‬‫ﺔ‬
‫ﻨﺼ‬‫ﻴﺢﻣ‬
‫ﺘ‬‫ﺗ‬:

Sel
f-serv
ingdi
git
all
yal
lthewaythrought
otransact
ion,or
Engagingwit
hanadv i
sershoul
dtheysowishatanystage

‫ﻭ‬،
‫ﺔﺃ‬‫ﻠ‬‫ﻣ‬
‫ﺎ‬‫ﻌ‬‫ﻤ‬
‫ﻟ‬‫ﺍ‬‫ﺘﻰ‬
‫ﻳﻖﺣ‬‫ﺮ‬
‫ﻟﻄ‬‫ﺍ‬
‫ﻮﻝ‬‫ﻠﻰﻃ‬‫ﺎﻋ‬ً
‫ﻴ‬
‫ﻤ‬‫ﻗ‬‫ﺔﺭ‬‫ﻴ‬
‫ﺗ‬‫ﺍ‬
‫ﺬ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻣ‬
‫ﺪ‬‫ﻟﺨ‬‫ﺍ‬
‫ﺔ‬‫ﻠ‬
‫ﺮﺣ‬‫ﺃﻱﻣ‬‫ﻟﻚﻓﻲ‬
‫ﺍﻓﻲﺫ‬‫ﻮ‬
‫ﺒ‬‫ﺍﺭﻏ‬
‫ﺫ‬‫ﺭﺇ‬‫ﺎ‬
‫ﺘﺸ‬‫ﻊﻣﺴ‬‫ﻣﻞﻣ‬‫ﺎ‬
‫ﻌ‬‫ﺘ‬‫ﻟ‬
‫ﺍ‬

Theadviceplat
for
m shouldbeintegr
atedwithdataanalyt
icstopr
eempt
cust
omerneedsbyof feri
ngadviceattheopport
unemomenti nacor
rect
manner.Theseint
eracti
onsthenfeedbackintothebroadercust
omerprofi
l
e
andref
inetheprocess.
‫ﺀﻣﻦﺧﻼ‬‫ﻤﻼ‬‫ﻌ‬
‫ﻟ‬‫ﺍ‬‫ﺎﺕ‬‫ﺎﺟ‬
‫ﻴ‬‫ﺘ‬‫ﺍﺣ‬‫ﺎﻕ‬‫ﺒ‬
‫ﺘ‬‫ﺎﺕﻻﺳ‬‫ﻧ‬‫ﺎ‬
‫ﻴ‬‫ﺒ‬
‫ﻟ‬‫ﺍ‬‫ﻴﻼﺕ‬
‫ﻠ‬‫ﻊﺗﺤ‬‫ﺓﻣ‬
‫ﺭ‬‫ﻮ‬‫ﻤﺸ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻨﺼ‬‫ﻣﺞﻣ‬‫ﻳﺠﺐﺩ‬
‫ﺎﻋﻼ‬
‫ﻔ‬‫ﺘ‬
‫ﻟ‬‫ﺍ‬‫ﻩ‬
‫ﺬ‬‫ﺔﻫ‬‫ﻳ‬‫ﺬ‬
‫ﻐ‬‫ﺘﻢﺗ‬‫ﺛﻢﻳ‬.‫ﺔ‬‫ﻴﺤ‬‫ﺔ ﺻﺤ‬
‫ﻘ‬‫ﻳ‬‫ﺮ‬
‫ﺎﺳﺐﺑﻄ‬‫ﻨ‬‫ﻤ‬
‫ﻟ‬‫ﺍ‬‫ﻗﺖ‬
‫ﻮ‬‫ﻟ‬‫ﺍ‬‫ﺓﻓﻲ‬‫ﺭ‬
‫ﻮ‬‫ﻤﺸ‬‫ﻟ‬
‫ﺍ‬‫ﻳﻢ‬‫ﺪ‬
‫ﻘ‬‫ﻝﺗ‬
.
‫ﺔ‬‫ﻴ‬‫ﻠ‬‫ﻤ‬
‫ﻌ‬‫ﻟ‬‫ﺍ‬
‫ﻴﻦ‬‫ﺗﺤﺴ‬‫ﻊﻭ‬‫ﻭﺳ‬‫ﺍﻷ‬‫ﻴﻞ‬
‫ﻤ‬‫ﻌ‬‫ﻟ‬
‫ﺍ‬‫ﻳﻒ‬‫ﺮ‬
‫ﻌ‬‫ﻠﻒﺗ‬‫ﺮﻯﻓﻲﻣ‬‫ﺃﺧ‬‫ﺓ‬‫ﺮ‬‫ﺕﻣ‬

Adv
icePl
atf
orms:
Benef
it
s
‫ﺪ‬
‫ﺋ‬‫ﺍ‬
‫ﻮ‬‫ﻔ‬‫ﻟ‬
‫ﺍ‬
Adi
git
ali
zedomni
channel
adv
icepl
atf
orm of
fer
smaj
orbenef
it
s,i
ncl
udi
ng:

‫ﻟﻚ‬
‫ﺎﻓﻲﺫ‬
‫ﻤ‬‫ﺑ‬،
‫ﺓ‬‫ﺮ‬‫ﻴ‬
‫ﺒ‬‫ﺪﻛ‬
‫ﺋ‬‫ﺍ‬
‫ﻮ‬‫ﺍﺕﻓ‬
‫ﻮ‬‫ﻨ‬‫ﻘ‬
‫ﻟ‬‫ﺍ‬‫ﺓ‬
‫ﺩ‬‫ﺪ‬‫ﻌ‬
‫ﺘ‬‫ﺔﻣ‬
‫ﻴ‬‫ﻤ‬‫ﻗ‬
‫ﺮ‬‫ﻟ‬‫ﺍ‬
‫ﺓ‬‫ﺭ‬‫ﻮ‬
‫ﻤﺸ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻨﺼ‬
‫ﻡﻣ‬‫ﺪ‬
‫ﻘ‬‫ﺗ‬:
EnhancedCust
omerExper
ience‫ﺔ‬
‫ﻨ‬‫ﺀﻣﺤﺴ‬
‫ﻋﻼ‬‫ﺔﻤ‬
‫ﺑ‬‫ﺮ‬‫ﺗﺠ‬

Digi
tal
izati
onprovi
desanoppor tuni
tytoenhancet hecustomerexper i
ence
aroundadv i
ce.Adviceinabanki
ngcont exthashistori
cal
lybeentransactedon
theadviser
’ster
msasopposedt othecust omer
’sterms.Inaddit
ion,such
"advi
ce"hashistor
icall
ybeenproduct-
focusedandt ransact
ional
bynat ure.

‫ﻢ‬،
‫ﺔﺗ‬‫ﻴ‬‫ﻳﺨ‬
‫ﺭ‬‫ﺎ‬
‫ﺘ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻴ‬‫ﺎﺣ‬‫ﻨ‬
‫ﻟ‬‫ﺍ‬
‫ﻣﻦ‬.‫ﺓ‬‫ﺭ‬
‫ﻮ‬‫ﻤﺸ‬‫ﻟ‬
‫ﺍ‬‫ﻮﻝ‬‫ﺀﺣ‬‫ﻤﻼ‬‫ﻌ‬
‫ﻟ‬‫ﺍ‬‫ﺔ‬
‫ﺑ‬‫ﺮ‬‫ﺰﺗﺠ‬
‫ﻳ‬‫ﺰ‬‫ﻌ‬‫ﺘ‬
‫ﻟ‬‫ﺔ‬‫ﺮﺻ‬‫ﺔﻓ‬‫ﻨ‬‫ﻤ‬‫ﻗ‬‫ﺮ‬
‫ﻟ‬‫ﺍ‬‫ﺮ‬
‫ﻓ‬‫ﻮ‬‫ﻳ‬
‫ﻭﻁ‬‫ﺮ‬‫ﺑﻻًﻣﻦﺷ‬‫ﺭﺪ‬ ‫ﺎ‬
‫ﺘﺸ‬‫ﻤﺴ‬‫ﻟ‬
‫ﺍ‬‫ﻭﻁ‬‫ﺮ‬‫ﻟﺸ‬
‫ﺎ‬ً
‫ﻘ‬‫ﻓ‬
‫ﻓﻲﻭ‬‫ﺮ‬‫ﺎﻕﻣﺼ‬‫ﻴ‬‫ﺓﻓﻲﺳ‬ ‫ﺭ‬‫ﻮ‬
‫ﻤﺸ‬‫ﻟ‬‫ﺍ‬‫ﻊ‬‫ﻣﻞﻣ‬‫ﺎ‬‫ﻌ‬
‫ﺘ‬‫ﻟ‬
‫ﺍ‬
‫ﻣﻼ‬‫ﺎ‬
‫ﻌ‬‫ﺗ‬
‫ﺘﺞﻭ‬‫ﻨ‬‫ﻤ‬
‫ﻟ‬‫ﺍ‬‫ﻠﻰ‬‫ﺰﻋ‬‫ﻛ‬
‫ﺮ‬‫ﺎﺗ‬
ً
‫ﻴ‬‫ﻳﺨ‬‫ﺭ‬
‫ﺎ‬‫"ﺗ‬
‫ﺔ‬‫ﻴﺤ‬‫ﻨﺼ‬‫ﻟ‬
‫ﺍ‬
"‫ﻩ‬‫ﺬ‬
‫ﻧﺖﻫ‬ ‫ﺎ‬
‫ﻛ‬،‫ﻟﻚ‬‫ﻟﻰﺫ‬‫ﺔﺇ‬‫ﻓ‬‫ﺎ‬
‫ﺎﻹﺿ‬‫ﺑ‬.‫ﻴﻞ‬
‫ﻤ‬‫ﻌ‬‫ﻟ‬
‫ﺍ‬
.
‫ﺎ‬‫ﻬ‬
‫ﺘ‬‫ﻌ‬‫ﻴ‬‫ﺒ‬
‫ﺕﺑﻄ‬

Adigitaladvi
ceplatf
ormt hati sintegrat
edwi thr el
ev antcustomerdat a
faci
li
tatesabetterunderstandingofcust omerr equirement sandenables
deli
veryofadv i
ceasaser vicet hatincorporatessalesf ulf
ilment.Sucha
plat
form shouldbebasedont hecust omerdi ct
at i
ngt heterms, t
hereby
empower i
ngthecustomert hroughoutt hepr ocess, andpr omot i
ngconfidence
thattheoutcomewi l
lmeett heirneed.Thi sinturnleadst ogr eat
erproduct
uptakeandsuper i
orproductr etentionrates.

‫ﻴﻞ‬‫ﻬ‬‫ﻠﻰﺗﺴ‬‫ﺔﻋ‬‫ﻠ‬‫ﻟﺼ‬‫ﺍ‬‫ﺍﺕ‬‫ﺀﺫ‬‫ﻤﻼ‬‫ﻌ‬
‫ﻟ‬‫ﺍ‬‫ﺎﺕ‬‫ﻧ‬‫ﺎ‬
‫ﻴ‬‫ﻊﺑ‬‫ﺔﻣ‬‫ﻣﺠ‬‫ﺪ‬‫ﻤ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻴ‬‫ﻤ‬
‫ﻗ‬‫ﺮ‬‫ﻟ‬
‫ﺍ‬‫ﺓ‬‫ﺭ‬‫ﻮ‬‫ﻤﺸ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻨﺼ‬‫ﻤﻞﻣ‬ ‫ﻌ‬
‫ﺗ‬
‫ﻴﻖ‬‫ﻘ‬‫ﻤﻦﺗﺤ‬‫ﺘﻀ‬‫ﺔﺗ‬ ‫ﻣ‬
‫ﺪ‬‫ﺓﻛﺨ‬‫ﺭ‬‫ﻮ‬‫ﻤﺸ‬‫ﻟ‬‫ﺍ‬‫ﻳﻢ‬‫ﺪ‬‫ﻘ‬
‫ﻴﻦﺗ‬‫ﻜ‬
‫ﻤ‬‫ﺗ‬‫ﺀﻭ‬‫ﻤﻼ‬‫ﻌ‬‫ﻟ‬
‫ﺍ‬‫ﺎﺕ‬‫ﺒ‬‫ﻠ‬
‫ﺘﻄ‬‫ﻤ‬‫ﻟ‬‫ﻓﻀﻞ‬‫ﺃ‬‫ﻬﻢ‬‫ﻓ‬
‫ﻟﻲ‬
‫ﺎ‬‫ﻭﺘ‬
‫ﻟ‬
‫ﺎ‬‫ﺑ‬، ‫ﻭﻁ‬‫ﺮ‬‫ﻟﺸ‬‫ﺍ‬
‫ﻠﻲ‬ ‫ﻤ‬
‫ﺬﻱﻳ‬‫ﻟ‬‫ﺍ‬‫ﻴﻞ‬‫ﻤ‬
‫ﻌ‬‫ﻟ‬‫ﺍ‬‫ﻠﻰ‬‫ﺔﻋ‬‫ﻨﺼ‬‫ﻤ‬
‫ﻟ‬‫ﺍ‬‫ﻩ‬‫ﺬ‬
‫ﺪﻫ‬ ‫ﻨ‬
‫ﺘ‬‫ﺃﻥﺗﺴ‬ ‫ﻳﺠﺐ‬.‫ﺎﺕ‬‫ﻌ‬‫ﻴ‬
‫ﺒ‬‫ﻤ‬‫ﻟ‬
‫ﺍ‬
.
‫ﻬﻢ‬‫ﺗ‬
‫ﺎ‬‫ﺎﺟ‬‫ﻴ‬
‫ﺘ‬‫ﺍﺣ‬‫ﺒﻲ‬‫ﻠ‬‫ﻮﻑﺗ‬‫ﺔﺳ‬ ‫ﻴﺠ‬‫ﺘ‬
‫ﻨ‬‫ﻟ‬
‫ﺍ‬ ‫ﺃﻥ‬‫ﺔﻓﻲ‬‫ﻘ‬‫ﺜ‬‫ﻟ‬
‫ﺍ‬‫ﺰ‬‫ﻳ‬
‫ﺰ‬‫ﻌ‬‫ﺗ‬
‫ﻭ‬، ‫ﺔ‬
‫ﻴ‬‫ﻠ‬‫ﻤ‬
‫ﻌ‬‫ﻟ‬‫ﺍ‬
‫ﺍﻝ‬‫ﻮ‬‫ﻴﻞﻃ‬ ‫ﻤ‬‫ﻌ‬
‫ﻟ‬‫ﺍ‬‫ﻴﻦ‬
‫ﻜ‬ ‫ﻤ‬
‫ﺗ‬
.‫ﺔ‬‫ﻗ‬‫ﻮ‬
‫ﻔ‬‫ﺘ‬‫ﻤ‬‫ﻟ‬
‫ﺍ‬‫ﻪ‬‫ﺎﻅﺑ‬‫ﻔ‬‫ﺘ‬‫ﺍﻻﺣ‬‫ﺪﻻﺕ‬‫ﻌ‬‫ﻣ‬‫ﺘﺞﻭ‬ ‫ﻨ‬
‫ﻤ‬‫ﻟ‬
‫ﺍ‬‫ﺎﺹ‬‫ﺘﺼ‬ ‫ﻣ‬
‫ﺍ‬‫ﺓ‬‫ﺩ‬‫ﺎ‬
‫ﻳ‬‫ﻟﻰﺯ‬‫ﺩﻱﺇ‬‫ﺆ‬‫ﻩﻳ‬‫ﺭ‬‫ﻭ‬‫ﺪ‬
‫ﺍﺑ‬‫ﺬ‬‫ﻭﻫ‬

ReducedCostofAdv
ice‫ﺓ‬
‫ﺭ‬‫ﻮ‬‫ﻤﺸ‬
‫ﻟ‬‫ﺍ‬‫ﺔ‬
‫ﻔ‬‫ﻠ‬‫ﻜ‬
‫ﺎ ﺽﺗ‬
‫ﻔ‬‫ﻧﺨ‬
‫ﺍ‬

Datacapture,
travelt
ime,r
ewor ki
ngofappli
cati
onforms,anduncert
aint
yover
requi
rementsanddocument ati
oncanrepresentthevastamountofthecost
ofdeli
veri
ngadv i
ce.Adigi
taladvi
sor
yplatf
orm canreducethi
scost
signi
fi
cantl
y.

‫ﻡ‬
‫ﺪ‬ ‫ﺎﺕﻭﻋ‬‫ﺒ‬
‫ﻠ‬‫ﻟﻄ‬‫ﺍ‬
‫ﺫﺝ‬‫ﺎ‬‫ﻤ‬
‫ﺔﻧ‬‫ﺎﻏ‬‫ﻴ‬
‫ﺓﺻ‬ ‫ﺩ‬‫ﺎ‬
‫ﺇﻋ‬‫ﺮﻭ‬‫ﻔ‬
‫ﻟﺴ‬‫ﺍ‬‫ﻗﺖ‬‫ﻭ‬‫ﺎﺕﻭ‬‫ﻧ‬‫ﺎ‬
‫ﻴ‬‫ﺒ‬
‫ﻟ‬‫ﺍ‬‫ﺎﻁ‬‫ﻘ‬‫ﺘ‬
‫ﻟ‬‫ﺍ‬‫ﺜﻞ‬‫ﻤ‬
‫ﺃﻥﻳ‬ ‫ﻜﻦ‬
‫ﻤ‬‫ﻳ‬
‫ﻜﻦ‬‫ﻤ‬‫ﻳ‬.
‫ﺓ‬‫ﺭ‬‫ﻮ‬‫ﻤﺸ‬‫ﻟ‬
‫ﺍ‬‫ﻳﻢ‬
‫ﺪ‬‫ﻘ‬‫ﺔﺗ‬‫ﻔ‬‫ﻠ‬
‫ﻜ‬‫ﺋﻞﻣﻦﺗ‬‫ﺎ‬
‫ﻬ‬‫ﻟ‬
‫ﺍ‬‫ﺭ‬‫ﺍ‬
‫ﺪ‬‫ﻘ‬‫ﻤ‬‫ﻟ‬
‫ﺍ‬‫ﺋﻖ‬
‫ﺎ‬‫ﺛ‬‫ﻮ‬
‫ﻟ‬‫ﺍ‬
‫ﺎﺕﻭ‬ ‫ﺒ‬
‫ﻠ‬‫ﺘﻄ‬‫ﻤ‬‫ﻟ‬
‫ﺍ‬‫ﺄﻥ‬‫ﻴﻦﺑﺸ‬‫ﻘ‬
‫ﻴ‬‫ﻟ‬
‫ﺍ‬
.
‫ﺮ‬‫ﻴ‬‫ﺒ‬
‫ﻜﻞﻛ‬‫ﺔﺑﺸ‬‫ﻔ‬‫ﻠ‬
‫ﻜ‬‫ﺘ‬‫ﻟ‬
‫ﺍ‬‫ﻩ‬‫ﺬ‬‫ﻴﻞﻫ‬‫ﻠ‬
‫ﻘ‬‫ﺔﺗ‬‫ﻴ‬‫ﻤ‬
‫ﻗ‬‫ﺮ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻳ‬‫ﺭ‬‫ﺎ‬
‫ﺘﺸ‬‫ﺍﻻﺳ‬ ‫ﺔ‬
‫ﻨﺼ‬‫ﻤ‬‫ﻠ‬‫ﻟ‬

Consi
stencyofAdv
ice&Suppor
ti
ngAudi
tTr
ail‫ﺭ‬
‫ﺎ‬‫ﺩﻋﻢﻣﺴ‬
‫ﺋﺢﻭ‬
‫ﺎ‬‫ﻨﺼ‬
‫ﻟ‬‫ﺍ‬
‫ﺎﻕ‬‫ﺗﺴ‬
‫ﺍ‬
‫ﻴﻖ‬
‫ﻗ‬‫ﺪ‬‫ﺘ‬
‫ﻟ‬‫ﺍ‬

Adigi
taladvi
ceplat
form canbedesignedtocreaterul
esthatensur
e
consi
stencyofadvi
ce.I
tpr ov
idesanauditt
rai
lthatautomati
call
yal
lows
adv
icequal
i
tytobet
rackedandaudi
tedwi
thmaj
orbenef
it
sforr
isk
management.
‫ﺮ‬
‫ﻓ‬‫ﻮ‬‫ﻳ‬.
‫ﺋﺢ‬‫ﺎ‬
‫ﻨﺼ‬‫ﻟ‬
‫ﺍ‬‫ﺎﻕ‬‫ﺗﺴ‬‫ﺍ‬
‫ﻤﻦ‬‫ﺪﺗﻀ‬‫ﺍﻋ‬
‫ﻮ‬‫ﺀﻗ‬‫ﺎ‬
‫ﻧﺸ‬‫ﺔﻹ‬‫ﻴ‬
‫ﻤ‬‫ﻗ‬‫ﺮ‬
‫ﻟ‬‫ﺍ‬‫ﺓ‬
‫ﺭ‬‫ﻮ‬‫ﻤﺸ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻨﺼ‬
‫ﻴﻢﻣ‬‫ﻤ‬
‫ﻜﻦﺗﺼ‬ ‫ﻤ‬
‫ﻳ‬
‫ﺓ‬
‫ﺭ‬‫ﺍ‬‫ﺩ‬
‫ﺓﻹ‬‫ﺮ‬‫ﻴ‬
‫ﺒ‬‫ﺪﻛ‬‫ﺋ‬
‫ﺍ‬‫ﻮ‬
‫ﻊﻓ‬ ‫ﺎﻣ‬
‫ﻬ‬‫ﺘ‬‫ﻌ‬
‫ﺍﺟ‬‫ﺮ‬
‫ﻣ‬‫ﺓﻭ‬‫ﺭ‬
‫ﻮ‬‫ﻤﺸ‬‫ﻟ‬
‫ﺍ‬‫ﺓ‬‫ﺩ‬
‫ﻮ‬‫ﻊﺟ‬‫ﺒ‬‫ﺘ‬‫ﺘ‬
‫ﺎﺑ‬ً
‫ﻴ‬
‫ﺋ‬‫ﺎ‬
‫ﻘ‬‫ﻠ‬
‫ﻤﺢﺗ‬‫ﻴﻖﻳﺴ‬
‫ﻗ‬‫ﺪ‬‫ﺭﺗ‬
‫ﺎ‬‫ﻣﺴ‬
.‫ﺮ‬‫ﺎﻃ‬
‫ﻤﺨ‬‫ﻟ‬‫ﺍ‬

LowerNewBusi
nessTr
ansact
i s‫ﺔ‬
onCost ‫ﻳ‬
‫ﺭ‬‫ﺎ‬
‫ﺘﺠ‬‫ﻟ‬
‫ﺍ‬‫ﻣﻼﺕ‬
‫ﺎ‬‫ﻌ‬‫ﻤ‬
‫ﻟ‬‫ﺍ‬‫ﻴﻒ‬
‫ﻟ‬‫ﺎ‬
‫ﻜ‬‫ﺎ ﺽﺗ‬
‫ﻔ‬‫ﻧﺨ‬
‫ﺍ‬
‫ﺓ‬
‫ﺪ‬‫ﻳ‬‫ﺪ‬
‫ﻟﺠ‬‫ﺍ‬
Newbusinessappl
i
cationsf eat
uringanadv i
soryel
ementof t
enenterinter
nal
syst
emsi namannerdictatedbytheindi
v i
dualfi
nancialadvi
ser
/broker,
especi
all
ywheredi
str
ibutionisviaanexternalsal
esforceofadvi
ser/br
okers.

‫ﺔ‬
‫ﻤ‬‫ﻧﻈ‬‫ﺍﻷ‬‫ﺭﻱﻓﻲ‬‫ﺎ‬
‫ﺘﺸ‬‫ﺍﺳ‬‫ﺮ‬‫ﻨﺼ‬‫ﻌ‬
‫ﺰﺑ‬‫ﻴ‬‫ﻤ‬‫ﺘ‬
‫ﺘﻲﺗ‬‫ﻟ‬
‫ﺍ‬‫ﺓ‬‫ﺪ‬‫ﻳ‬
‫ﺪ‬‫ﻟﺠ‬‫ﺍ‬‫ﺎﻝ‬
‫ﻷﻤ‬
‫ﺍﻋ‬‫ﺎﺕ‬
‫ﻘ‬‫ﻴ‬‫ﺒ‬‫ﺪﺧﻞﺗﻄ‬‫ﺎﺗ‬
‫ﻏﺎﻣ‬
ً
‫ﺒ‬
‫ﻟ‬‫ﺎ‬
‫ﻮﻥ‬
‫ﻜ‬ ‫ﺎﻳ‬
‫ﻣ‬‫ﺪ‬‫ﻨ‬
‫ﺔﻋ‬ً
‫ﺎﺻ‬‫ﺧ‬،‫ﺭ‬‫ﺎ‬‫ﻤﺴ‬‫ﻟﺴ‬
‫ﺍ‬/‫ﺩﻱ‬‫ﺮ‬
‫ﻔ‬‫ﻟ‬
‫ﺍ‬‫ﻟﻲ‬‫ﺎ‬
‫ﻤ‬‫ﻟ‬‫ﺍ‬
‫ﺭ‬‫ﺎ‬‫ﺘﺸ‬
‫ﻤﺴ‬‫ﻟ‬
‫ﺍ‬‫ﺎ‬
‫ﻬ‬‫ﻴ‬
‫ﻠ‬‫ﻤ‬‫ﺔﻳ‬‫ﻘ‬‫ﻳ‬
‫ﺮ‬‫ﺔﺑﻄ‬‫ﻴ‬
‫ﻠ‬‫ﺍﺧ‬
‫ﺪ‬‫ﻟ‬‫ﺍ‬
.
‫ﺀ‬‫ﺎ‬
‫ﻮﺳﻄ‬ ‫ﻟ‬
‫ﺍ‬/‫ﻳﻦ‬‫ﺭ‬
‫ﺎ‬‫ﺘﺸ‬
‫ﻤﺴ‬‫ﻟ‬‫ﺍ‬
‫ﺭﺟﻲﻣﻦ‬ ‫ﺎ‬
‫ﺎﺕﺧ‬‫ﻌ‬‫ﻴ‬
‫ﺒ‬‫ﻳﻖﻣ‬‫ﺮ‬‫ﺮﻓ‬‫ﺒ‬
‫ﻊﻋ‬‫ﻳ‬‫ﺯ‬‫ﻮ‬
‫ﺘ‬‫ﻟ‬‫ﺍ‬

Furt
hermor e,i
tisoft
enthecasethatmanyadvisor
yproduct
sarenot
i
ntegratedintocoresyst
ems.Thiscompromisestheabi
li
tyoft
hebankt
o
administernewbusinessef
fi
cient
ly.
‫ﺔ‬
‫ﻤ‬‫ﻧﻈ‬
‫ﺍﻷ‬‫ﺔﻓﻲ‬
‫ﻳ‬‫ﺭ‬‫ﺎ‬
‫ﺘﺸ‬‫ﺍﻻﺳ‬‫ﺎﺕ‬
‫ﺘﺠ‬‫ﻨ‬
‫ﻤ‬‫ﻟ‬‫ﺍ‬
‫ﺪﻣﻦ‬‫ﻳ‬
‫ﺪ‬‫ﻌ‬‫ﻟ‬
‫ﺍ‬‫ﻣﺞ‬
‫ﺘﻢﺩ‬
‫ﻣﻻﻳ‬‫ﻏﺎﺎ‬
ً
‫ﺒ‬
‫ﻟ‬‫ﺎ‬،‫ﻟﻚ‬
‫ﻠﻰﺫ‬
‫ﻼﺓﻋ‬
‫ﻋﻭ‬
.
‫ﺓ‬‫ﺀ‬‫ﺎ‬
‫ﻔ‬‫ﻜ‬‫ﺓﺑ‬
‫ﺪ‬‫ﻳ‬‫ﺪ‬
‫ﻟﺠ‬‫ﺍ‬
‫ﺎﻝ‬‫ﻷﻤ‬
‫ﺍﻋ‬‫ﺓ‬
‫ﺭ‬‫ﺍ‬‫ﺩ‬
‫ﻠﻰﺇ‬
‫ﻨﻚﻋ‬
‫ﺒ‬‫ﻟ‬
‫ﺍ‬‫ﺓ‬‫ﺭ‬
‫ﺪ‬‫ﻘ‬‫ﺮﺑ‬
‫ﺍﻳﻀ‬‫ﺬ‬
‫ﻫ‬.‫ﺔ‬
‫ﻴ‬‫ﺎﺳ‬
‫ﺍﻷﺳ‬

Adigi
tal
plat
for
m wit
hanassoci
atedint
egrat
ionlay
erall
owsf
orgr
eat
er
aut
omationofnewbusi
nessandonboardi
ngprocesses.
‫ﻟﻸ‬
‫ﻵﻲ‬‫ﺍﻟ‬
‫ﻴﻞ‬‫ﻐ‬
‫ﺘﺸ‬‫ﻟ‬
‫ﺍ‬‫ﺮﻣﻦ‬
‫ﺒ‬‫ﻛ‬‫ﺃ‬
‫ﺍ‬ً
‫ﺭ‬‫ﺪ‬
‫ﺎﻗ‬‫ﻬ‬
‫ﺔﺑ‬‫ﺒﻄ‬
‫ﺗ‬‫ﺮ‬
‫ﻤ‬‫ﻟ‬‫ﺍ‬
‫ﻣﻞ‬‫ﺎ‬
‫ﻜ‬‫ﺘ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻘ‬
‫ﺒ‬‫ﻊﻃ‬‫ﺔﻣ‬
‫ﻴ‬‫ﻤ‬‫ﻗ‬‫ﺮ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻨﺼ‬‫ﻤ‬
‫ﻟ‬‫ﺍ‬‫ﻴﺢ‬‫ﺘ‬
‫ﺗ‬
.
‫ﺩ‬‫ﺍ‬
‫ﺪ‬‫ﺍﻹﻋ‬
‫ﺎﺕ‬‫ﻴ‬
‫ﻠ‬‫ﻤ‬‫ﺓﻭﻋ‬‫ﺪ‬‫ﻳ‬
‫ﺪ‬‫ﻟﺠ‬‫ﺍ‬‫ﺎﻝ‬
‫ﻤ‬‫ﻋ‬

Topi
c4:
Channel
Feat
ures
‫ﺓ‬
‫ﺎ‬‫ﻨ‬
‫ﻘ‬‫ﻟ‬
‫ﺍ‬‫ﺍﺕ‬
‫ﺰ‬‫ﻴ‬
‫ﻣ‬

Cat
egor
iesofChannel
Int
eract
ions
‫ﺓ‬
‫ﺎ‬‫ﻨ‬
‫ﻘ‬‫ﻟ‬
‫ﺍ‬‫ﺎﻋﻼﺕ‬
‫ﻔ‬‫ﺎﺕﺗ‬
‫ﺌ‬‫ﻓ‬

Banki
ngchannel
int
eract
ionscanbegr
oupedi
ntot
hreecat
egor
ies.
.
‫ﺎﺕ‬‫ﺌ‬
‫ﻟﻰﺛﻼﺙﻓ‬
‫ﺔﺇ‬‫ﻴ‬
‫ﻓ‬‫ﺮ‬‫ﻤﺼ‬
‫ﻟ‬‫ﺍ‬‫ﺓ‬
‫ﺎ‬‫ﻨ‬
‫ﻘ‬‫ﻟ‬
‫ﺍ‬‫ﺎﻋﻼﺕ‬
‫ﻔ‬‫ﻴﻒﺗ‬
‫ﻨ‬‫ﻜﻦﺗﺼ‬
‫ﻤ‬‫ﻳ‬

Per
sonal ng‫ﺔ‬
Banki ‫ﻴ‬‫ﻜ‬‫ﻨ‬
‫ﺒ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻴ‬
‫ﻟﺸﺨﺼ‬
‫ﺍ‬‫ﺎﺕ‬
‫ﻣ‬‫ﺪ‬‫ﻟﺨ‬
‫ﺍ‬
Thi
swouldbeani
nter
act
ionexcl
usi
vel
ywithahumanbei
ng–asessi
onwi
th
abankbr
anchst
affmemberoradvi
sor
,forexampl
e.
‫ﻭ‬
‫ﺃ‬‫ﻨﻚ‬
‫ﺒ‬‫ﻟ‬
‫ﺍ‬‫ﺮﻉ‬
‫ﻔﻲﻓ‬
‫ﻮﻇ‬‫ﺪﻣ‬
‫ﺃﺣ‬‫ﻊ‬
‫ﺔﻣ‬‫ﻠﺴ‬
‫ﺟ‬-‫ﺎﻥ‬
‫ﻧﺴ‬‫ﻊﺇ‬‫ﺎﻣ‬
ً
‫ﻳ‬‫ﺮ‬
‫ﺎﺣﺼ‬ً
‫ﻠ‬‫ﺎﻋ‬
‫ﻔ‬‫ﺍﺗ‬
‫ﺬ‬‫ﻮﻥﻫ‬‫ﻜ‬
‫ﻴ‬‫ﺳ‬
.‫ﺎ‬
‫ﺜﻝ‬‫ﻤ‬‫ﻟ‬
‫ﺍ‬‫ﻴﻞ‬
‫ﺒ‬‫ﻠﻰﺳ‬‫ﻋ‬،‫ﻩ‬‫ﺭ‬
‫ﺎ‬‫ﺘﺸ‬
‫ﻣﺴ‬
Di
git
al ng‫ﺔ‬
Banki ‫ﻴ‬‫ﻤ‬‫ﻗ‬
‫ﺮ‬‫ﻟ‬‫ﺍ‬
‫ﺔ‬‫ﻴ‬‫ﻓ‬
‫ﺮ‬‫ﻤﺼ‬
‫ﻟ‬‫ﺍ‬‫ﺎﺕ‬
‫ﻣ‬‫ﺪ‬‫ﻟﺨ‬
‫ﺍ‬

Thisi
swheretheinter
acti
oni
sexclusi
vel
ythr
oughanaut
omat
ed,
digi
tal
channel
.Thesechannelsi
ncl
ude:
‫ﻤﻞ‬
‫ﺗﺸ‬.
‫ﺔ‬‫ﻴ‬‫ﻟ‬
‫ﺁ‬‫ﺔ‬‫ﻴ‬
‫ﻤ‬‫ﻗ‬‫ﺓﺭ‬
‫ﺎ‬‫ﻨ‬
‫ﺎﻣﻦﺧﻼﻝﻗ‬
ً
‫ﻳ‬‫ﺮ‬
‫ﺎﻋﻞﺣﺼ‬
‫ﻔ‬‫ﺘ‬‫ﻟ‬
‫ﺍ‬‫ﻪ‬‫ﻴ‬
‫ﻮﻥﻓ‬
‫ﻜ‬‫ﺬﻱﻳ‬
‫ﻟ‬‫ﺍ‬‫ﺎﻥ‬
‫ﻜ‬‫ﻤ‬‫ﻟ‬
‫ﺍ‬‫ﻮ‬‫ﺍﻫ‬‫ﺬ‬
‫ﻫ‬
:
‫ﺍﺕ‬‫ﻮ‬
‫ﻨ‬‫ﻘ‬‫ﻟ‬
‫ﺍ‬‫ﻩ‬‫ﺬ‬
‫ﻫ‬

 Website‫ﻧﻲ‬ ‫ﻭ‬‫ﺮ‬
‫ﺘ‬‫ﻜ‬‫ﻟ‬
‫ﺍ‬‫ﻊ‬‫ﻗ‬‫ﻮ‬‫ﻣ‬
 Mobileapp ‫ﻮﻝ‬‫ﻤ‬‫ﻤﺤ‬‫ﻟ‬
‫ﺍ‬‫ﺗﻒ‬‫ﺎ‬‫ﻬ‬
‫ﻟ‬‫ﺍ‬‫ﻴﻖ‬
‫ﺒ‬‫ﺗﻄ‬
 Onli
nebanking ‫ﻧﺖ‬‫ﺮ‬‫ﺘ‬‫ﻧ‬
‫ﻋﺍﻻ‬
‫ﺮ‬
‫ﺔﺒ‬ ‫ﻴ‬
‫ﻓ‬‫ﺮ‬‫ﻤﺼ‬‫ﻟ‬‫ﺍ‬
‫ﺎﺕ‬‫ﻣ‬
‫ﺪ‬‫ﻟﺨ‬
‫ﺍ‬
 ATM ‫ﻻﻲ‬‫ﺍﻟ‬ ‫ﺮﻑ‬‫ﻟﺼ‬‫ﺍ‬‫ﺔ‬
‫ﻨ‬‫ﻴ‬‫ﻛ‬
‫ﺎ‬‫ﻣ‬
 Soci
al media‫ﺎﻋﻲ‬‫ﻤ‬‫ﺘ‬
‫ﺍﻻﺟ‬‫ﺍﺻﻞ‬‫ﻮ‬‫ﺘ‬‫ﻟ‬
‫ﺍ‬‫ﺋﻞ‬
‫ﺎ‬‫ﻭﺳ‬
 Phone( aut
omated)(‫ﻟﻲ‬‫ﺁ‬)‫ﺗﻒ‬‫ﺎ‬
‫ﻬ‬‫ﻟ‬
‫ﺍ‬
 ChatBot

Di
git
al-
Per
sonal ng ‫ﺔ‬
Banki ‫ﻴ‬‫ﻟﺸﺨﺼ‬
‫ﺍ‬‫ﺔ‬‫ﻴ‬
‫ﻤ‬‫ﻗ‬‫ﺮ‬
‫ﻟ‬‫ﺍ‬‫ﺔ‬
‫ﻴ‬‫ﻓ‬‫ﺮ‬
‫ﻤﺼ‬‫ﻟ‬
‫ﺍ‬‫ﺎﺕ‬
‫ﻣ‬‫ﺪ‬‫ﻟﺨ‬
‫ﺍ‬

Thisi
swherecustomeruseofadi
git
alchannel
issuppl
ement
edbyhuman
i
nterv
ent
ion.Thesei
nter
vent
ionsi
ncl
ude:
‫ﺪﺧﻞ‬
‫ﺘ‬‫ﻟ‬‫ﺎ‬
‫ﺔﺑ‬‫ﻴ‬‫ﻤ‬‫ﻗ‬‫ﺮ‬‫ﻟ‬
‫ﺍ‬‫ﺓ‬‫ﺎ‬‫ﻨ‬
‫ﻘ‬ ‫ﻠ‬
‫ﻟ‬‫ﻴﻞ‬‫ﻤ‬
‫ﻌ‬‫ﻟ‬‫ﺍ‬‫ﻡ‬
‫ﺍ‬‫ﺪ‬‫ﺘﺨ‬
‫ﺍﺳ‬ ‫ﺎﻝ‬
‫ﻤ‬‫ﻜ‬‫ﺘ‬
‫ﺍﺳ‬ ‫ﻪ‬
‫ﻴ‬‫ﺘﻢﻓ‬
‫ﺬﻱﻳ‬‫ﻟ‬‫ﺍ‬
‫ﺎﻥ‬‫ﻜ‬
‫ﻤ‬‫ﻟ‬‫ﺍ‬
‫ﻮ‬ ‫ﺍﻫ‬‫ﺬ‬
‫ﻫ‬
:‫ﺪﺧﻼﺕ‬‫ﺘ‬
‫ﻟ‬‫ﺍ‬‫ﻩ‬
‫ﺬ‬‫ﻤﻞﻫ‬‫ﺗﺸ‬.‫ﺮﻱ‬‫ﺒﺸ‬‫ﻟ‬
‫ﺍ‬
 Phone( per sonal
)‫ﺗﻒ)ﺷﺨﺼﻲ‬ ‫ﺎ‬‫ﻬ‬
‫ﻟ‬‫ﺍ‬
)
 Emai l‫ﻧﻲ‬‫ﻭ‬‫ﺮ‬‫ﺘ‬‫ﻜ‬‫ﻟ‬
‫ﺪﺇ‬‫ﻳ‬‫ﺮ‬‫ﺑ‬
 Chat(per sonal)(‫ﺔ‬‫ﻴ‬
‫ﻟﺸﺨﺼ‬ ‫ﺍ‬
)‫ﺔ‬‫ﺩﺷ‬‫ﺭ‬‫ﺪ‬
‫ﻟ‬‫ﺍ‬
 Videocal l‫ﻮ‬ ‫ﻳ‬‫ﺪ‬
‫ﻴ‬‫ﺔﻓ‬‫ﻤ‬‫ﻟ‬
‫ﺎ‬‫ﻜ‬‫ﻣ‬
 Co -
browsi ng ‫ﺮﻙ‬ ‫ﺘ‬
‫ﻤﺸ‬‫ﻟ‬‫ﺍ‬‫ﻔﺢ‬
‫ﺘﺼ‬ ‫ﻟ‬
‫ﺍ‬

Cont
actCent
ers
‫ﺎﻝ‬
‫ﻻﺼ‬‫ﺍﺗ‬
‫ﺰ‬‫ﻛ‬‫ﺍ‬
‫ﺮ‬‫ﻣ‬

Dir
ectbanks–whet herstandal
oneorpartofalargerconsumerbank–hav e
expandedbey ondtelephoneoperati
onstotakeaccountofal
l consumer
communi cat
ionpreferences,i
ncl
udingemailandsocialmedia.Theref
ore,
whatwereoncer eferredtoascallcent
ersarenowr ef
erredt
o–and
or
gani cont
zedas–  actcent
ers,
andt
hesear
eatt
hecent
eroft
he
omni
channel
appr
oach.

‫ﺮ‬‫ﺒ‬
‫ﻛ‬‫ﺃ‬‫ﻛﻲ‬
‫ﻬﻼ‬‫ﺘ‬‫ﺍﺳ‬‫ﻨﻚ‬‫ﺍﻣﻦﺑ‬ً
‫ﺀ‬
‫ﺰ‬‫ﻭﺟ‬ ‫ﺃ‬
‫ﺎ‬‫ﻬ‬‫ﺗ‬
‫ﺍ‬‫ﺬ‬‫ﺔﺑ‬ ‫ﻤ‬‫ﺋ‬
‫ﺎ‬‫ﻧﺖﻗ‬‫ﺎ‬
‫ﺀﻛ‬‫ﺍ‬‫ﻮ‬‫ﺳ‬-‫ﺓ‬‫ﺮ‬‫ﺎﺷ‬‫ﺒ‬‫ﻤ‬
‫ﻟ‬‫ﺍ‬‫ﻮﻙ‬ ‫ﻨ‬
‫ﺒ‬‫ﻟ‬
‫ﺍ‬‫ﻌﺖ‬‫ﻮﺳ‬‫ﺗ‬
‫ﺎﻻﺕ‬‫ﺗﺼ‬‫ﺍ‬‫ﻴﻼﺕ‬‫ﻔﻀ‬‫ﻊﺗ‬‫ﻴ‬
‫ﻤ‬‫ﺭﺟ‬ ‫ﺎ‬
‫ﺒ‬‫ﺘ‬‫ﺍﻻﻋ‬‫ﺬﻓﻲ‬ ‫ﺄﺧ‬‫ﺘ‬
‫ﻟ‬‫ﺔ‬‫ﻴ‬
‫ﻔ‬‫ﺗ‬‫ﺎ‬
‫ﻬ‬‫ﻟ‬
‫ﺍ‬‫ﺎﺕ‬ ‫ﻴ‬
‫ﻠ‬‫ﻤ‬‫ﻌ‬
‫ﻟ‬‫ﺍ‬‫ﺀ‬‫ﺍ‬‫ﺭ‬‫ﺎﻭ‬
‫ﻟﻰﻣ‬‫ﺇ‬-
‫ﺈﻥ‬
‫ﻓ‬،‫ﻟﻚ‬‫ﺬ‬
‫ﻟ‬.‫ﺎﻋﻲ‬
‫ﻤ‬‫ﺘ‬‫ﺍﻻﺟ‬‫ﺍﺻﻞ‬‫ﻮ‬
‫ﺘ‬‫ﻟ‬‫ﺍ‬
‫ﺋﻞ‬‫ﺎ‬‫ﻭﺳ‬ ‫ﻧﻲﻭ‬ ‫ﻭ‬
‫ﺮ‬‫ﺘ‬‫ﻜ‬
‫ﻟ‬‫ﺍﻹ‬‫ﺪ‬
‫ﻳ‬‫ﺮ‬‫ﺒ‬
‫ﻟ‬‫ﺍ‬‫ﻟﻚ‬‫ﺎﻓﻲﺫ‬ ‫ﻤ‬‫ﺑ‬،‫ﻠﻚ‬‫ﻬ‬
‫ﺘ‬‫ﻤﺴ‬‫ﻟ‬
‫ﺍ‬
-‫ﻪ‬‫ﻧ‬
‫ﺃ‬‫ﻠﻰ‬‫ﻪﻋ‬‫ﻤ‬‫ﻴ‬
‫ﻨﻈ‬‫ﺘﻢﺗ‬‫ﻳ‬
‫ﻭ‬-‫ﺍﻵﻥ‬ ‫ﻪ‬
‫ﻴ‬‫ﻟ‬‫ﺭﺇ‬‫ﺎ‬‫ﻳﺸ‬
ُ‫ﺎﻝ‬‫ﻻﺼ‬
‫ﺍﺗ‬ ‫ﺰ‬
‫ﻛ‬‫ﺍ‬‫ﺮ‬
‫ﻤ‬‫ﺎﺑ‬ً
‫ﻘ‬
‫ﺑ‬‫ﺎ‬‫ﻪﺳ‬‫ﻴ‬‫ﻟ‬‫ﺭﺇ‬‫ﺎ‬
‫ﺎﻥﻳﺸ‬‫ﺎﻛ‬‫ﻣ‬
omni channel .
‫ﻬﺞ‬‫ﺰﻧ‬‫ﻛ‬
‫ﺮ‬‫ﻭﻫﻲﻓﻲﻣ‬،‫ﺎ‬ ‫ﺗﺼﻝ‬‫ﺍ‬‫ﺰ‬‫ﻛ‬‫ﺍ‬
‫ﺮ‬‫ﻣ‬

Thetel
ephoneandr el
atedtechnologi
esaresti
l
lattheheartoft
hecont act
cent
er.I
nter
act
ivevoiceresponse( I
VR)syst
emsal l
owcustomerstointeract
wit
hthebankthroughkey padtonesorspeechrecogni
ti
on.Thesesystems
shouldbecapableofcust omerident
if
icati
onandsegment at
ion.WhiletheIVR
uni
tcanbeahi ghlyeffi
cientwayoffil
teri
ngoutt r
ansact
ioncallsandr outi
ne
i
nquiri
es,car
emustbet akenwi t
hmenuandpr ocessdesigntoensuret hat
potenti
alsal
esandot herhigh-
valueconversat
ionsarenotbeingmi ssed
thr
oughov er
-ri
gorousappl i
cat
ion.

‫ﺍﻻ‬ ‫ﺔ‬
‫ﻤ‬ ‫ﻧﻈ‬‫ﺃ‬‫ﻤﺢ‬‫ﺗﺴ‬.‫ﺎ‬
‫ﻻﺼﻝ‬‫ﺍﺗ‬‫ﺰ‬‫ﻛ‬‫ﺮ‬‫ﻠﺐﻣ‬‫ﺍﻝﻓﻲﻗ‬ ‫ﻻﺰ‬
‫ﺔﺗ‬ ‫ﻠ‬‫ﻟﺼ‬‫ﺍ‬
‫ﺍﺕ‬‫ﺎﺕﺫ‬ ‫ﻴ‬
‫ﻨ‬‫ﻘ‬‫ﺘ‬
‫ﻟ‬‫ﺍ‬
‫ﺗﻒﻭ‬ ‫ﺎ‬
‫ﻬ‬‫ﻟ‬‫ﺍ‬
‫ﺔ‬
‫ﻮﺣ‬‫ﻟ‬‫ﺎﺕ‬‫ﻤ‬‫ﻐ‬‫ﻨﻚﻣﻦﺧﻼﻝﻧ‬ ‫ﺒ‬‫ﻟ‬
‫ﺍ‬‫ﻊ‬‫ﺎﻋﻞﻣ‬‫ﻔ‬‫ﺘ‬
‫ﻟ‬‫ﺎ‬
‫ﺀﺑ‬ ‫ﻤﻼ‬‫ﻌ‬‫ﻠ‬
‫ﻟ‬(I
VR)‫ﺔ‬‫ﻴ‬‫ﻠ‬
‫ﺎﻋ‬‫ﻔ‬‫ﺘ‬
‫ﻟ‬‫ﺍ‬‫ﺔ‬‫ﻴ‬
‫ﺗ‬‫ﻮ‬‫ﻟﺼ‬‫ﺍ‬‫ﺔ‬
‫ﺑ‬‫ﺎ‬‫ﺘﺠ‬‫ﺳ‬
‫ﺪ‬‫ﻳ‬‫ﺪ‬‫ﻠﻰﺗﺤ‬ ‫ﺓﻋ‬‫ﺭ‬‫ﺩ‬‫ﺎ‬
‫ﺔﻗ‬‫ﻤ‬‫ﻧﻈ‬‫ﺍﻷ‬‫ﻩ‬
‫ﺬ‬‫ﻮﻥﻫ‬ ‫ﻜ‬‫ﺃﻥﺗ‬‫ﻳﺠﺐ‬. ‫ﻡ‬‫ﻜﻼ‬‫ﻟ‬
‫ﺍ‬‫ﻠﻰ‬‫ﺮﻑﻋ‬ ‫ﻌ‬‫ﺘ‬
‫ﻟ‬‫ﺍ‬‫ﻭ‬
‫ﺃ‬‫ﻴﺢ‬‫ﺗ‬‫ﺎ‬‫ﻔ‬
‫ﻤ‬‫ﻟ‬‫ﺍ‬
‫ﻮﻥ‬‫ﻜ‬‫ﺃﻥﺗ‬ ‫ﻜﻦ‬‫ﻤ‬‫ﻠﻲﻳ‬‫ﺎﻋ‬
‫ﻔ‬‫ﺘ‬‫ﻟ‬
‫ﺍ‬‫ﺗﻲ‬‫ﻮ‬‫ﻟﺼ‬‫ﺍ‬‫ﺩ‬
‫ﺮ‬‫ﻟ‬‫ﺍ‬‫ﺓ‬‫ﺪ‬‫ﺃﻥﻭﺣ‬ ‫ﻴﻦ‬
‫ﻓﻲﺣ‬. ‫ﺔ‬‫ﺋ‬
‫ﺰ‬‫ﺗﺠ‬‫ﺀﻭ‬‫ﻤﻼ‬‫ﻌ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬ ‫ﻳ‬
‫ﻮ‬‫ﻫ‬
‫ﻳﺠﺐ‬، ‫ﺔ‬‫ﻴ‬‫ﻨ‬‫ﻴ‬
‫ﺗ‬‫ﻭ‬‫ﺮ‬‫ﻟ‬
‫ﺍ‬‫ﺍﺕ‬‫ﺭ‬
‫ﺎ‬‫ﻔﺴ‬‫ﺘ‬‫ﺍﻻﺳ‬‫ﻣﻼﺕﻭ‬ ‫ﺎ‬
‫ﻌ‬‫ﻤ‬‫ﻟ‬‫ﺍ‬
‫ﺎﺕ‬‫ﻤ‬‫ﻟ‬‫ﺎ‬
‫ﻜ‬‫ﺔﻣ‬‫ﻴ‬‫ﻔ‬
‫ﺘﺼ‬ ‫ﻟ‬‫ﺔ‬
‫ﻳ‬‫ﺎ‬‫ﻐ‬
‫ﻠ‬‫ﻟ‬‫ﺔ‬‫ﻟ‬
‫ﺎ‬
‫ﻌ‬‫ﺔﻓ‬ ‫ﻠ‬
‫ﻴ‬‫ﻭﺳ‬
‫ﺔﻭ‬‫ﻠ‬
‫ﻤ‬‫ﺘ‬‫ﻤﺤ‬‫ﻟ‬
‫ﺍ‬ ‫ﺎﺕ‬‫ﻌ‬‫ﻴ‬‫ﺒ‬
‫ﻤ‬‫ﻟ‬
‫ﺍ‬‫ﻳﺖ‬‫ﻮ‬‫ﻔ‬‫ﻡﺗ‬‫ﺪ‬‫ﺎﻥﻋ‬‫ﻤ‬‫ﻟﻀ‬ ‫ﺔ‬‫ﻴ‬
‫ﻠ‬‫ﻤ‬‫ﻌ‬
‫ﻟ‬‫ﺍ‬
‫ﺔﻭ‬ ‫ﻤ‬
‫ﺋ‬‫ﺎ‬
‫ﻘ‬‫ﻟ‬
‫ﺍ‬‫ﻴﻢ‬‫ﻤ‬‫ﻊﺗﺼ‬‫ﺭﻣ‬‫ﺬ‬‫ﻟﺤ‬‫ﺍ‬‫ﻮﺧﻲ‬ ‫ﺗ‬
.‫ﻡ‬‫ﺭ‬
‫ﺎ‬‫ﻟﺼ‬‫ﺍ‬‫ﻴﻖ‬‫ﺒ‬
‫ﺘﻄ‬‫ﻟ‬‫ﺍ‬‫ﺔﻣﻦﺧﻼﻝ‬ ‫ﻤ‬
‫ﻴ‬‫ﻘ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻴ‬‫ﻟ‬
‫ﺎ‬
‫ﺮﻯﻋ‬ ‫ﺍﻷﺧ‬‫ﺎﺕ‬‫ﺛ‬
‫ﺩ‬‫ﺎ‬‫ﻤﺤ‬‫ﻟ‬‫ﺍ‬

Contactcentersareal soatt heheartofsoci almediaengagement .Deal

ing
wit
hcust omerservi
cequer i
esorcompl ai
ntsov ersoci
almedi aplatfor
mscan
bedoneataf racti
onoft hecostof  otherchannelssuchast elephoneoremai l
(al
thoughuser sofsoci almedi ainthiscontextexpectfastturnaroundtimes).
Twitterisahighlyeffecti
vecust omerser vi
cechannel al
lowingt hebankt o
l
ist
ent oandr espondt ocustomercomment sandquest i
ons.Soci almedia
met r
icscanbeusedt ogauget heef f
ectiv
enessofadv erti
singandmedi a
campai gnsthatfeedi ntotheomni channel process.Toenhancet heirvi
sibi
li
ty,
banksandot herpay mentser vi
cesprov i
dersar ekeentoofferpay ments
thr
oughsoci almedi asouser sdonothav et oswitchoutofwebsi tesorapps
.
‫ﻜﻦ‬‫ﻤ‬‫ﻳ‬.‫ﺎﻋﻲ‬
‫ﻤ‬‫ﺘ‬‫ﺍﻻﺟ‬‫ﺍﺻﻞ‬‫ﻮ‬
‫ﺘ‬‫ﻟ‬‫ﺍ‬
‫ﺋﻞ‬‫ﺎ‬‫ﺔﻭﺳ‬‫ﻛ‬‫ﺭ‬‫ﺎ‬
‫ﻠﺐﻣﺸ‬‫ﺎﻓﻲﻗ‬ ً‫ﻳ‬
‫ﻀ‬ ‫ﺃ‬
‫ﺎﻝﻫﻲ‬‫ﻻﺼ‬‫ﺍﺗ‬‫ﺰ‬
‫ﻛ‬‫ﺍ‬‫ﺮ‬
‫ﻣ‬
‫ﺍﻻ‬
‫ﺍﺻﻞ‬ ‫ﻮ‬
‫ﺘ‬‫ﻟ‬‫ﺍ‬‫ﺋﻞ‬
‫ﺎ‬‫ﺎﺕﻭﺳ‬‫ﻨﺼ‬‫ﺮﻣ‬‫ﺒ‬
‫ﺀﻋ‬ ‫ﻤﻼ‬‫ﻌ‬‫ﻟ‬
‫ﺍ‬‫ﺔ‬‫ﻣ‬‫ﺪ‬
‫ﻭﻯﺧ‬ ‫ﺎ‬
‫ﻜ‬‫ﻭﺷ‬ ‫ﺃ‬
‫ﺍﺕ‬‫ﺭ‬‫ﺎ‬
‫ﻔﺴ‬‫ﺘ‬‫ﺍﺳ‬‫ﻊ‬‫ﻣﻞﻣ‬
‫ﺎ‬‫ﻌ‬‫ﺘ‬
‫ﻟ‬‫ﺍ‬
‫ﻧﻲ‬‫ﻭ‬‫ﺮ‬
‫ﺘ‬‫ﻜ‬‫ﻟ‬
‫ﺍﻹ‬‫ﺪ‬‫ﻳ‬‫ﺮ‬
‫ﺒ‬‫ﻟ‬‫ﺍ‬
‫ﻭ‬‫ﺃ‬‫ﺗﻒ‬‫ﺎ‬
‫ﻬ‬‫ﻟ‬
‫ﺍ‬‫ﺜﻞ‬‫ﺮﻯﻣ‬ ‫ﺍﻷﺧ‬‫ﺍﺕ‬
‫ﻮ‬‫ﻨ‬‫ﻘ‬
‫ﻟ‬‫ﺍ‬‫ﺔ‬
‫ﻔ‬‫ﻠ‬‫ﻜ‬
‫ﻴﻂﻣﻦﺗ‬ ‫ﺀﺑﺴ‬‫ﺰ‬
‫ﺎﻋﻲﺑﺠ‬‫ﻤ‬
‫ﺘ‬‫ﺟ‬
 ‫ﺎﻕ‬
‫ﻴ‬‫ﻟﺴ‬‫ﺍ‬‫ﺍ‬
‫ﺬ‬‫ﺎﻋﻲﻓﻲﻫ‬ ‫ﻤ‬
‫ﺘ‬‫ﺍﻻﺟ‬‫ﺍﺻﻞ‬ ‫ﻮ‬‫ﺘ‬‫ﻟ‬
‫ﺍ‬‫ﺋﻞ‬‫ﺎ‬
‫ﻣﻲﻭﺳ‬ ‫ﺪ‬‫ﺘﺨ‬‫ﺃﻥﻣﺴ‬ ‫ﺮﻏﻢﻣﻦ‬‫ﻟ‬‫ﺍ‬‫ﻠﻰ‬
‫)ﻋ‬
‫ﺔ‬
‫ﻳ‬‫ﺎ‬‫ﻐ‬‫ﻠ‬
‫ﻟ‬‫ﺔ‬‫ﻟ‬
‫ﺎ‬‫ﺀﻌ‬
‫ﻋﻼ ﻓ‬
‫ﺔﻤ‬ ‫ﻣ‬
‫ﺪ‬‫ﺓﺧ‬ ‫ﺎ‬
‫ﻨ‬‫ﺓﻋﻦﻗ‬ ‫ﺭ‬‫ﺎ‬
‫ﺒ‬‫(ﻋ‬
‫‪.Twi‬‬‫‪t‬‬‫‪t‬‬‫ﺔ‪er‬‬‫ﻌ‬‫ﻳ‬
‫ﺮ‬‫ﺔﺳ‬ ‫ﻴ‬ ‫ﻨ‬
‫ﻣ‬‫ﺍﺕﺯ‬‫ﺮ‬‫ﺘ‬‫ﻮﻥﻓ‬‫ﻌ‬‫ﻗ‬‫ﻮ‬‫ﺘ‬
‫ﻳ‬
‫ﻡ‬‫ﺍ‬‫ﺪ‬‫ﺘﺨ‬‫ﺍﺳ‬‫ﻜﻦ‬
‫ﻤ‬‫‪.‬ﻳ‬‫ﺎ‬
‫ﻬ‬‫ﻴ‬‫ﻠ‬
‫ﺩﻋ‬‫ﺮ‬‫ﻟ‬‫ﺍ‬
‫ﻬﻢﻭ‬‫ﺘ‬‫ﻠ‬
‫ﺌ‬‫ﺃﺳ‬‫ﺀﻭ‬‫ﻤﻼ‬‫ﻌ‬‫ﻟ‬‫ﺍ‬‫ﺎﺕ‬‫ﻘ‬
‫ﻴ‬‫ﻠ‬‫ﻌ‬
‫ﻟﻰﺗ‬‫ﺎﻉﺇ‬ ‫ﻤ‬
‫ﺘ‬‫ﺎﻻﺳ‬‫ﻨﻚﺑ‬‫ﺒ‬‫ﻠ‬
‫ﻟ‬‫ﻤﺢ‬‫ﺗﺴ‬
‫ﺔ‬ ‫ﻴ‬
‫ﻣ‬‫ﺍﻹﻋﻼ‬
‫ﺔﻭ‬ ‫ﻴ‬
‫ﻧ‬‫ﺍﻹﻋﻼ‬‫ﻤﻼﺕ‬‫ﻟﺤ‬‫ﺍ‬‫ﺔ‬‫ﻴ‬‫ﻟ‬
‫ﺎ‬
‫ﻌ‬ ‫ﺎﺱﻓ‬‫ﻴ‬‫ﻘ‬‫ﻟ‬‫ﺎﻋﻲ‬‫ﻤ‬‫ﺘ‬
‫ﺍﻻﺟ‬‫ﺍﺻﻞ‬ ‫ﻮ‬
‫ﺘ‬‫ﻟ‬‫ﺍ‬
‫ﺋﻞ‬‫ﺎ‬‫ﻴﺲﻭﺳ‬ ‫ﻳ‬‫ﺎ‬
‫ﻘ‬‫ﻣ‬
‫ﺎﺕ‬‫ﻣ‬‫ﺪ‬‫ﻮﺧ‬‫ﻣ‬‫ﺪ‬‫ﻘ‬
‫ﻣ‬‫ﻮﻙﻭ‬ ‫ﻨ‬
‫ﺒ‬‫ﻟ‬
‫ﺍ‬‫ﺮﺹ‬ ‫‪،‬ﺗﺤ‬‫ﺎ‬‫ﺭﻫ‬‫ﻮ‬‫ﻬ‬
‫ﺰﻇ‬ ‫ﻳ‬‫ﺰ‬
‫ﻌ‬‫ﺘ‬‫ﻟ‬‫‪.‬‬
‫ﺔ‬‫ﻠ‬‫ﻣ‬‫ﺎ‬
‫ﻟﺸ‬‫ﺍ‬‫ﺓ‬‫ﺎ‬‫ﻨ‬‫ﻘ‬
‫ﻟ‬‫ﺍ‬‫ﺔ‬‫ﻴ‬
‫ﻠ‬‫ﻤ‬‫ﺬﻱﻋ‬‫ﻐ‬‫ﺘﻲﺗ‬‫ﻟ‬‫ﺍ‬
‫ﺘﻰﻻ‬‫ﺎﻋﻲﺣ‬ ‫ﻤ‬‫ﺘ‬
‫ﺍﻻﺟ‬‫ﺍﺻﻞ‬ ‫ﻮ‬
‫ﺘ‬‫ﻟ‬‫ﺍ‬
‫ﺋﻞ‬ ‫ﺎ‬
‫ﺮﻭﺳ‬ ‫ﺒ‬
‫ﺎﺕﻋ‬ ‫ﻮﻋ‬‫ﻓ‬
‫ﺪ‬‫ﻳﻢﻣ‬ ‫ﺪ‬
‫ﻘ‬ ‫ﻠﻰﺗ‬‫ﻭﻥﻋ‬ ‫ﺮ‬
‫ﺍﻵﺧ‬ ‫ﻊ‬‫ﻓ‬
‫ﺪ‬‫ﻟ‬‫ﺍ‬
‫‪.‬‬
‫ﺎﺕ‬‫ﻘ‬‫ﻴ‬‫ﺒ‬
‫ﺘﻄ‬‫ﻟ‬
‫ﺍ‬‫ﻭ‬‫ﺃ‬‫ﻳﺐ‬‫ﻮ‬ ‫ﻟ‬
‫ﺍ‬‫ﻊ‬‫ﻗ‬‫ﺍ‬
‫ﻮ‬‫ﻳﻞﻣﻦﻣ‬ ‫ﺪ‬‫ﺒ‬‫ﺘ‬
‫ﻟ‬‫ﺍ‬‫ﻟﻰ‬‫ﻮﻥﺇ‬‫ﻣ‬‫ﺪ‬‫ﺘﺨ‬‫ﻤﺴ‬ ‫ﻟ‬
‫ﺍ‬‫ﺮ‬‫ﻳﻀﻄ‬