Ooredoo has launched the roll-out a real-time customer service platform for the MENA region. The company will receive, analyse and respond to customer requests and queries across its global footprint.
The technology is already live for Ooredoo’s Nawras in Oman, and plans are in place to deploy the service in a number of key markets this year, including Kuwait, Tunisia, Algeria and Qatar.
The company will deploy ‘Voice of Ooredoo Customer Experience’ (VOCE technology) in all of its markets.
The VOCE Platform will enable Ooredoo to get customers feedback in real-time.
It will accumulate customer feedback on their experience across all of touch points - call centres, retail or branch locations and mobile/social platforms.
Dr. Nasser Marafih, Group CEO at Ooredoo, said: “A major part of our focus as Ooredoo is enabling the best possible customer experience, which is why we are continuing to invest in solutions and services that enable us to fully understand more customers’ feedback and act more quickly on this information. As the first company to deploy this customer service platform in the MENA region, we believe it will enable us to be more agile and accurate in our response, and help shape the development of a new generation of customer feedback-led innovations.”