Al Rajhi Bank Chooses Wavetec’s Queuing System for 650 Branches across Saudi Arabia

Al Rajhi Bank, the world’s largest Islamic bank by capital, has selected Wavetec to streamline their customer experience through wavetec’s enterptrise queuing system through self-service kiosks at 650 of its branches. Founded in 1957 and headquartered in Riyadh, Al Rajhi Bank is listed on the Saudi Exchange (Tadawul: RJHI) and serves more than 16 million customers, making it one of the largest retail banking networks in Saudi Arabia and the Middle East.

Under the scope of the project, Wavetec is manufacturing and delivering custom Vertica kiosk hardware, with the bank’s own Queue Management System (QMS) application pre-installed and running on the devices. The deployment covers a significant share of Al Rajhi Bank’s retail branch network.

This hardware investment reflects a broader strategic focus across the region’s financial sector. McKinsey’s research on GCC banking found that institutions rated as customer experience leaders delivered Total Shareholder Returns (TSR) roughly 116% higher than lower-rated peers as of year-end 2022. Upgrading in-branch self-service infrastructure directly supports this strategy by reducing service friction and strengthening customer satisfaction across high-volume retail touchpoints.

Modernizing Branch Operations through Queuing Systems Across Saudi Arabia

Al Rajhi Bank sought to modernize its self-service hardware, transitioning away from legacy, previous-generation devices that had become increasingly difficult to maintain. The decision to select Wavetec for the hardware refresh was driven by the need for a contemporary, futureproof kiosk design alongside competitive pricing.

The core objectives of the deployment include:

• Infrastructure Modernization: Replacing outdated kiosk units to eliminate maintenance bottlenecks.

• Futureproof Touchpoints: Deploying large-format 32-inch touchscreen kiosks tailored to the bank’s exact operational requirements.

• Cost Efficiency: Delivering high-specification hardware manufactured through Wavetec’s proprietary in-house production channels.

The 32″ Vertica: Self-Service Kiosk Hardware Specifications

Each unit deployed across the 650 branches is a Vertica kiosk built on a Windows operating system. Designed and manufactured directly by Wavetec, the hardware delivers the exact technical configuration required by the bank:

Flexible Hardware-Agnostic Delivery

Wavetec’s deployment model is designed to be both hardware- and software-agnostic. Organizations can supply Wavetec hardware to run their existing proprietary software applications, or opt for a full-stack solution featuring Wavetec’s end-to-end software platform:

• Hardware-Agnostic Model (Al Rajhi Bank): Wavetec manufactures hardware built to specification while seamlessly running the client’s internal software application.

• Full-Stack Deployment Model: Elsewhere in the region, such as with Banque Saudi Fransi, Wavetec delivers an end-to-end ecosystem encompassing queuing system software, self-service kiosks, digital signage, and centralized reporting.

• In-House Manufacturing: Every unit is designed, engineered, and produced internally by Wavetec rather than assembled from third-party manufacturers.

AI Readiness & Future Scope

Wavetec’s broader technology portfolio incorporates advanced AI capabilities, including Nexia-Q, an AI digital human avatar for vocal customer guidance—and dynamic AI-powered routing that automatically assigns visitors to counters based on dynamic branch load.

While these AI capabilities sit outside the current scope of the Al Rajhi Bank hardware project, the deployed Windows-based Vertica units establish a strong, modernized physical foundation for future digital expansion.

Expanding Regional and Global Impact

To support large-scale enterprise deployments, Wavetec operates a regional office in Riyadh, Saudi Arabia, supported by a global network that includes offices in Dubai, Barcelona, Nairobi, Karachi, Santiago, Lima, Mexico City, and the United States.

This rollout reinforces Wavetec’s established track record in major financial hardware and software deployments across the Middle East:

• Banque Saudi Fransi (Saudi Arabia): Operates Wavetec’s full-stack queuing system, self-service kiosks, digital signage, and live dashboards across 79 branches.

• Middle East Investment Bank (Iraq): Implemented Wavetec’s queuing system across 18 branches.

“The project adds to Wavetec’s presence in large-scale banking hardware rollouts across the region, providing a field-proven foundation built on in-house manufacturing and regional support.”

Frequently Asked Questions

Is Wavetec deploying its own queuing system software at Al Rajhi Bank?

No. This project covers hardware supply only. Al Rajhi Bank’s existing Queuing System application is installed and runs on the Wavetec-manufactured kiosks.

What are the kiosk specifications?

Each unit is a Vertica kiosk equipped with a 32-inch touch screen, a thermal printer, and a barcode reader, running on a Windows platform.

How many branches are covered?

The rollout covers 650 branches across Al Rajhi Bank’s retail network.

Why did Al Rajhi Bank move away from its previous hardware vendor?

The bank was looking to modernize its self-service kiosk hardware, moving toward a more current, futureproof design after finding its previous-generation devices increasingly difficult to maintain, while also leveraging Wavetec’s competitive pricing.

About Al Rajhi Bank

Al Rajhi Bank, founded in 1957 and headquartered in Riyadh, Saudi Arabia, is the world’s largest Islamic bank by capital. Listed on the Saudi Exchange (Tadawul: RJHI), the bank serves more than 16 million customers and operates one of the largest branch networks in the Middle East.

About Wavetec

Wavetec designs, builds, and deploys customer experience and queuing system technology in-house, spanning hardware, software, and on-site deployment and support. The company operates from offices in Barcelona, Dubai, Karachi, Lima, Nairobi, Mexico City, Riyadh, Santiago, and the United States, serving banking, telecom, healthcare, government, and retail environments worldwide.