Omnichannel care
Calls, chat, app and store contacts on one customer timeline.
Industry focus
Customer experience and care
We help agents see a customer's bills, tickets and network status in one place.
Telecom customers contact care about bills, outages and devices across every channel. We connect care channels around one customer and ticket record, link trouble tickets to network status and use quality-of-service data, so agents know about a problem before the customer explains it.
Complaint handling follows TDRA consumer protection rules in the UAE and CST complaint procedures in Saudi Arabia, which set response times and escalation to the regulator.
What the work involves
Trouble ticketing
Tickets linked to network incidents, so mass faults are handled once.
QoS analytics
Service quality data shown to agents and used to identify affected customers.
Signs you are ready to start
Network change windows are scarce, so these points are best agreed with network operations first.
- The contact reasons that drive most volume are known.
- Network incident data can be shared with care systems.
- Care and network leads agree how mass faults are handled.
Talk to us about customer experience and care
Tell us about your current systems, the compliance themes you cannot compromise on and your timeline. We will come back with a phased plan, a staffing model and a risk register.