SunGard, a banking software provider, is to deliver Abu Dhabi Islamic Bank (ADIB) with customer management solutions.

SunGard will upgrade ADIB’s platforms giving staff real-time access to the bank’s transaction processing system and allowing them to serve clients while away from physical counters.

ADIB, who was named as best overall bank for customer service in 2011 by Ethos Consultancy, aims to improve customer service and branch staff productivity.

James Redfern, vice president, customer and card management, retail banking, SunGard said: "Retail banks in the Middle East face tougher competition from developed markets, pressures to cut costs and boost staff productivity. This is driving a need to enhance the customer experience, generate more profitability from existing relationships and enhance operational efficiency."

According to SunGard the vendor aims to work with banks in emerging markets to assist with the digitalisation of branch networks.

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