HSBC Egypt has announced the deployment of an advanced voice response (IVR) system throughout its call centres, to help process customers request without the help of an agent.

The system is will help save time for the bank’s customers as well as “provide automated customer identification against customer details stored on the bank’s system,” ensuring customers’ bank details remain safe and secured, a report by ITWeb Africa said.

“Upgrading our Call Centre IVR system is part of the continuous investment of the HSBC Group in Egypt which continues to be one of the Group’s top 20 priority markets and one of its top 3 markets in the MENA Region,” Ranjan Sen, Head of Retail Banking and Wealth Management at HSBC Egypt was quoted by ITWeb.

The system also provide customers assistance in phone banking or card pins, processing cheque book requests, payments between accounts and credit cards, and provide details of customers’ last five banking transactions.

The deployment will make Egypt the first country within the MENA region to have an IVR system for call centres as HSBC continues to pioneer digital innovations in the country.

HSBC was the first bank in Egypt to roll out digital banking after it launched a smartphone app in 2012.