Members News

CEO of Orange Jordan, Thierry Marigny recently inaugurated the new location of the company’s customer service call center in Abdali, located near Al-Dakhliya Circle. The new location will enhance the company’s communication and increase its efficiency in managing its relationship with its customers, responding to their needs, and providing them with the company’s offers and services in a more effective way.

The Orange customer service call center at the new location, is part of Crystel, a company specialized in managing integrated telecommunications and outsourcing services.

The new center was inaugurated in the presence of the Chairman of the Board of Crystel, His Excellency Mr. Ayman Majali, Co-Founder/Managing Director, Zeena Majali, Chief Operations Director, Rami-Al Atiyat, Chairman of the Board of Directors at Orange Jordan, His Excellency Dr. Shabib Ammari, and Chief Consumer Market Officer, Naila Al Dawoud, in addition to executives and employees from both companies.

Marigny said that this step came in the aim of increasing Orange Jordan’s competitiveness and efficiency in providing logistic services, and continuing its excellence in serving its customers, through providing advanced, diverse and value-added telecommunications services and solutions that meet their different needs around the clock, affirming that it provides high-quality logistic services.

Marigny pointed out that the new center has a total of 158 employees, where Orange Jordan offers equal opportunities to all segments of society, ensuring gender equality, the inclusion of people with disabilities, and attracting employees from all governorates, in addition to employing young people between the ages of 18 and 29,  in order to reduce unemployment. This falls in line with the objectives of the “YO” campaign, which was launched by Orange Jordan, to support young people in different fields and areas.

From her side, Chief Consumer Market Officer, Naila Al Dawoud said that the new location is considered an important step in the area of customer service, which is considered to be one of Orange Jordan’s top priorities, due to its spaciousness that can accommodate many employees, to meet the needs of its customers, resulting in higher customer satisfaction. The new building can be expanded in the future to accommodate the increased amount of incoming calls to the customer service center, which is currently estimated at 3.5 million calls per year. This will enhance the center’s performance, reflecting positively on the company’s efficiency in managing its customer-relationship and meeting their needs in the shortest time possible.

Al Dawoud also expressed her gratitude in the partnership between Orange Jordan and Crystel, which began in 2012, with the aim of providing customers with different high-quality voice services, including; mobile services, technical, commercial, sales, directory services and social media.

From her side, Co-Founder/Managing Director, Zeena Majali said: “The inauguration of Crystel’s new location, which offers all of Orange Jordan’s customer services, is considered as an important step to solidify the relationship between both companies”.

Additionally, the new location is fully-equipped with the latest tools, offering high-quality customer service, according to the highest international standards for customer call centers.

ICS Financial Systems Ltd. today announced it has earned Oracle Exadata Optimized status through Oracle PartnerNetwork (OPN), demonstrating that ICS BANKS 6.0 has been tested and tuned on Oracle Exadata Database Machine to deliver speed, scalability and reliability to customers. ICSFS is a global software and services provider of a universal modular, core banking systems, whose success can be attributed to its turnkey offerings; ICS BANKS, which serves and supports customers across the globe. ICSFS provides fully integrated banking and financial applications and services on premises, or in the cloud. ICSFS is a Gold level member of Oracle PartnerNetwork.

ICS BANKS software suite provides fully-fledged banking business modules with rich sweep of functionalities and features, addressing business needs and automating accounting processes, as needed, to improve a bank’s business performance. ICS BANKS has always been a pioneer in utilising the latest technology to serve financial institutions to achieve the highest level of performance. Banks running ICS BANKS from ICSFS with Oracle Exadata Database Machine will enjoy a packaged, one complete solution with best-of-breed technologies, providing their customers with banking solutions that address today’s industry challenges and demands in the most cost-effective way, while offering the agility to respond to the business and technology opportunities of tomorrow. ICSFS provides a complete integrated end-to-end solution that is easy to deploy, with ongoing maintenance and address scalability without complexity.

ICSFS’s customers running with Oracle Exadata Database Machine will enjoy faster time to innovation, faster data compression leads to increased Return on Investment (ROI) and lower total cost of ownership (TCO). ICS BANKS generated 27x faster Digital Banking transactions throughput, 4.5x faster Interest Capitalization Batch processing over previous benchmarks allowing customers to exceed SLAs and improve service delivery, and supporting 4.5x larger customer accounts while still maintaining unmatched throughput, higher concurrent users and lower TCO.

Oracle Exadata Optimized is part of the Oracle Exastack Optimized program which allows partners, such as ICS Financial Systems Ltd., to leverage OPN enablement resources and dedicated lab environments to help develop, test and tune their applications on Oracle Exadata Database Machine, Oracle SuperCluster, Oracle Exalogic Elastic Cloud, Oracle Exalytics In-Memory Machine, Oracle Database Appliance and Oracle Big Data Appliance engineered systems. Oracle Exadata is built to dramatically improve database performance and maximize availability to help businesses drive topline growth through higher employee productivity, a better customer experience, and faster time-to-market.

By achieving Oracle Exadata Optimized status, Oracle recognizes ICS Financial Systems Ltd. for developing, testing and tuning ICS BANKS 6.0 with Oracle Exadata Database Machine. This accomplishment is a testament to ICS Financial Systems Ltd.’s ability to deliver the extreme performance and reliability customers require.

“Our relationship with Oracle is growing and rapidly evolving with today’s rapid technology innovations. We are proud to state that our ICS BANKS testing on Oracle Exadata Database Machine results are the highest achieved to date.” said Robert Hazboun, Managing Director, ICSFS. “ICS BANKS remarkable achievements are a testament to our commitment to our customers in providing new technologies that ensure end-to-end processing of financial transactions, minimize risk and increase the level of security, reduce cost and increase customers’ return on investment (ROI), whilst addressing innovative banking and business trends.”

“Oracle Exastack Optimized recognizes partners who have optimized their solutions on a complete, integrated and cloud-ready infrastructure in order to help them accelerate innovation, unlock new features and functionality, and deliver superior value to users,” said David Hicks, Vice President, Worldwide ISV Cloud Business Development and Marketing, Oracle. “By achieving Oracle Exadata Optimized status, ICS Financial Systems Ltd. has demonstrated its ICS BANKS 6.0 is tested and tuned to work with Oracle Exadata Database Machine to help deliver optimum performance, scalability, and reliability to their customers.”

ESKADENIA Software, the leading Jordanian-based provider of software products & technologies, has been selected as the digital provider of choice for Solidarity – First Insurance Company, an insurance industry market leader in Jordan.  ESKADENIA`s insurtech software will assist Solidarity in its digital transformation to lead in an environment of rapid changes in the insurance and IT sectors.

ESKADENIA Software will provide Solidarity with a wide range of comprehensive software products, including an insurance management suite, consisting of General, Life and Medical insurance systems. Solidarity will also deploy ESKA^® Insures’ Takaful System, Reinsurance Portal, Approval & Notification and Notification Scheduler Systems.

Solidarity will, in addition to the Core Insurance Systems, deploy a range of sales channel products to reach a wider range of customers. These systems include the Customer Portal, Agent Portal and Mobile Application.

In addition to the insurance systems, ESKADENIA will supply Solidarity with a range of tightly integrated back office systems to ensure a highly efficient insurance lifecycle through ESKA Financial, Procurement & Inventory Management, Human Resources, Workflow and Document Management System. Furthermore, ESKA Analytics and ESKA Report Builder will provide Solidarity with the relevant and accurate information needed for swift decision-making; ESKA Customers Relationship Management, for sales automation and better customer service; ESKA Audit Trail and ESKA Logging for enhanced system security.

“We are very proud to be the partner of choice of Solidarity First Insurance Company in their state of the art digital transformation project. We are sure that the very advanced and comprehensive ESKADENIA Insurance Technology Software products will fulfill the needs and aspiration of Solidarity to strengthen its position as one of the most important Insurance market leaders in Jordan.” Stated Nael Salah, Managing Director of ESKADENIA Software.

“I would like to thank ESKADENIA’s development team for its hard and committed work to ensure a custom-built, aesthetically pleasing, and response platform to serve the project’s partners and beneficiaries.” Stated Ala`a Abdel-Jawad, CEO of Solidarity- First Insurance.

ICS Financial Systems Limited (ICSFS), the global software and services provider for banks and financial institutions, announced that Al Mustashar Islamic Bank, a recently established bank in Iraq, is now operating on its multi-awards winning Islamic banking software suite ICS BANKS ISLAMIC.

Al Mustashar Islamic Bank is a newly registered bank in Iraq that obtained approval of the Central Bank of Iraq in the second quarter of 2018, to offer Shariah-compliant banking services. ICSFS have successfully launched and rolled-out its universal Islamic flagship and awards-winning banking and financial solution ICS BANKS ISLAMIC in a record-breaking time of only 3 months, where Al Mustashar will be implementing ICS BANKS ISLAMIC Core Banking System, Credit Facilities & Risk Groups, Murabaha, Musharaka, Ijara, Mudaraba, Qard Hasan, Time Deposit, Profit Distribution, Remittances and Trade Finance.

On this occasion Al Mustashar Islamic Bank’s Vice Chairman Mr. Ahmad Alsaadi, stated:

“We are delighted to have become part of ICSFS expanding customers. As a newly established bank, we are looking for innovative and bespoke Islamic banking solutions to help us stay ahead in this highly competitive market. Working on ICS BANKS ISLAMIC will enable us to open new opportunities, to streamline operations and drive growth following the principles of Shari’a.” Alsaadi added “ICSFS’ wide experience and remarkable worldwide success and specifically in Iraq is one of the many key incentives for choosing ICSFS as our technology partner “.

ICSFS’ Executive Director; Mr. Wael Malkawi commented:

“ICSFS’ mantra has always been applying advanced technologies to cover all business’ scopes to provide banks and financial institutions with the highest financial and technology standards, and achieve their goals through bespoke practices. Al Mustashar Islamic Bank will enjoy ICS BANKS ISLAMIC universal software’s complete and integrated end-to-end comprehensive suite through automating its banking services.” Malkawi added “We are keen to partner with Al Mustashar Islamic Bank to grow its business and deliver greater customer satisfaction.”

ICSFS invests in its software suites by utilising modern technology in launching new products, constructing a secured and agile integration, and keeping pace with new standards and regulations worldwide. ICS BANKS ISLAMIC is a modular fully integrated solution designed and developed following the principles of Shari’a in compliance with the Accounting and Auditing Organisation for Islamic Financial Institutions (AAOIFI). ICS BANKS ISLAMIC software suite future-proof banking activities by providing a broad range of features and capabilities with more agility and flexibility, to enrich customers journey experience, hence improving the trust and confidentiality between the customer and the bank. ICS BANKS ISLAMIC has always been a pioneer in utilising the latest technology to serve financial institutions. In addition to its embedded Service-Oriented-Architecture (SOA), the system can be deployed on premises or in the cloud.

Globitel, a leading provider of customer care and telecom solutions, announces the successful conclusion of its participation in the 2018 SSPEX exhibition in Iraq. The 3-day event took place in Baghdad, Iraq on December 16^th till December 18^th.

SSPEX exhibition has allowed Globitel to network with leading international and Iraqi government institutions and ministries to exchange valuable insights into the needs of the country’s infrastructure and population in terms of security and safety through software technologies.

Security in a New Iraq

The exhibition’s purpose is to gather corporations and institutions from various parts of the world to contribute to the structural integrity of Iraq’s security and the government institutions responsible for the country’s safety on all fronts. International companies arrive at the event to share their expertise and present the tools through which the objectives of the event are meant to address.

Security-Centric Solutions

At the event, the highlights were Globitel’s security-centric solutions which included the call recording solution SpeechLog Call Recorder that functions on a basis of solid security for contact centers at government institutions and ministries. In addition to SpeechLog Analytics which helps guarantee compliance and has a more valuable function of predicting needs of callers and ensuring a service experience to elevate the caller experience.

SpeechLog Voice Authentication, one of our newest solutions, adds another level of security by authenticating callers through voice as well. Emergency Call Center Application (E-911) is another staple of government institutions; for help centers to provide accurate geographic information for emergency dispatchers in the event of fires, medical emergencies, security concerns, crime, etc.

For the People

Since the event has one thing in mind, which is security, Globitel’s additional offerings are an asset for government institutions and their stable functioning. Our services’ capabilities are required for any institution that works for the people. The solutions include Location-Based services and Globitel Messaging Gateway; a mass messaging tool. Both are integral to institutions that are involved in the servitude of civilian populations to provide a more efficient way of living and establish secure and direct contact with them.

Globitel’s VP, Fadi Qutaishat, on Globitel’s experience at the SSPEX exhibition;

“We arrived in Iraq excited about being part of the conversation and exchange of information and expertise about the central topic of a new Iraq; one that will be equipped with an infrastructure strong enough to handle security threats, modernized populations and public services, and more. At the event, we met important decision makers and figures in Iraq’s government to better learn about their needs and requirements to foster mutually beneficial relationships and partnerships for future cooperation.”

Qutaishat continued,

“The 3 days at the event were extremely enjoyable and productive. We were also eager to talk about how we can contribute to Iraq’s institutions, from the telecom industry to contact centers to the Internet of Things. Our SpeechLog Suite had all the elements any security-conscious institution needs. Such as liability recording with a secure base, speech analytics technologies intended for understanding caller needs and ensuring compliance, and voice authentication technologies for an added level of security of authenticating callers through voice characteristics. In addition to our Emergency Call Center Application (E-911) for the purpose of providing all geographical information of an emergency call for swift action by firefighters, medical assistance, police, etc.”

Qutaishat summed up;

“We left Iraq with an invigorated sense of purpose that we will work diligently towards fulfilling in our future partnerships with Iraq’s institutions. We met some wonderful people and had truly productive and eye-opening conversations into what the new Iraq will look like; protected, secured, and most importantly, happy. SSPEX was meant to attract and gather the brightest minds in the region for a networking fest that has absolutely yielded desired short-term and long-term results and we are honored we got to be a part of it.”