Faisal Islamic Bank of Egypt accelerates its Retail Banking Transformation journey with eMACH.ai Digital Engagement Platform

Client overview

Faisal Islamic Bank of Egypt (FIBE) is a flagship Islamic financial institution with a clear vision — to be the best provider of Islamic financial services while achieving sustainable growth across regional and international markets. With over 2 million customer accounts and $4.8 billion in assets, FIBE has long

maintained a trusted position in Egypt’s banking landscape.

To remain competitive in a rapidly evolving digital economy, FIBE identified the need to replace its decade-old digital banking system. The goal: deliver an intuitive, modern, and personalized digital experience aligned with its forward-looking Islamic banking philosophy.

Thách thức

FIBE’s existing digital platform was more than 10 years old, unable to meet the growing expectations of its digitally savvy customer base. Key challenges included:

1. Outdated user interfaces and limited customer engagement capabilities

2. Absence of personalized and seamless omnichannel experiences

3. Inadequate support for modern banking features like chatbot support, lifestyle services, and social integration

4. Manual backend workflows and inefficient service delivery

5. Lack of an engaging user experience

6. Secure app which has VAPT certification from a vendor which is approved by Egypt’s central bank

7. Stringent fraud management

Giải pháp

FIBE partnered with Intellect to implement the eMACH.ai Digital Engagement Platform (eMACH.ai DEP) – a digital banking platform built on Events, Microservices, APIs, Cloud, and Headless architecture with embedded AI. 39 user journeys across Accounts, Deposits, Transfers, Mutual Funds, and more were implemented in the transformation. The platform is integrated with 22 applications, including core banking, third-party systems, VASCO and Fraud Management Systems.

Transformation highlights

1. Omnichannel experience – seamless banking across mobile and internet platforms, allowing users to pause and resume tasks between devices

2. Arabic-first, human-centric ux – an inclusive design philosophy offering intuitive navigation and increased digital adoption across all segments

3. Enhanced digital engagement – smart engagement through chatbots and social banking channels, making interactions real-time and user-friendly

4. Rich self-service capabilities – customers gained access to end-to-end digital services, including transfers, bill payments, account inquiries, card management, and e-statements – all from within the app

5. Composable, scalable architecture – eMACH.ai DEP’s modular setup enables FIBE to quickly launch new services, including lifestyle offerings, as digital needs evolve

6. Operational efficiency – digitization of high-volume transactions and backend workflows boosted process efficiency and reduced manual intervention

Metrics at a glance

The transition from legacy systems to a unified, customer-first platform brought rapid and tangible business benefits for FIBE within just two weeks of go-live:

58,000 customers actively using the platform

16,000 average daily logins, reflecting high usability and confidence

48,000 financial transactions processed in real time

250,000 inquiry transactions, highlighting demand for digital

Sustainable Growth – By embracing end-to-end digitization, FIBE improved operational efficiency while minimizing resource usage, supporting its goal of sustainable Islamic banking.