Qatar-based telecom operator Ooredoo is set to roll-out a real-time customer service platform in a first for the Middle East and North Africa (Mena) region, which will enable the company to instantly receive, analyse and respond to customer requests and queries across its global footprint.

The company will deploy ‘Voice of Ooredoo Customer Experience’ VOCE technology, as it seeks to distinguish itself by offering the best customer experience in each of its markets, said a statement.

The VOCE Platform will work by accumulating customer feedback on their experience across all of the operator’s touch points - call centres, retail or branch locations and mobile/social platforms.

Using this data, Ooredoo will be able to provide quicker responses to questions and shape its portfolio to the needs and expectations of its diverse customer base.

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.

Dr Nasser Marafih, group CEO, 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.”

As part of the first launch across Ooredoo Group footprint, Ooredoo’s Nawras is sending around 4,000 SMS surveys daily to customers who contact the ‘Contact Centre,’ he added. - TradeArabia News Service