Genesys which provides customer experience and contact center solutions, has announced that Etisalat Misr which is Egypt’s leading mobile telecom provider, has achieved remarkable results in customer engagement after implementing the outbound Interactive Voice Response (IVR) system from Genesys.
The use of proactive notification outbound IVR deployed on Etisalat’s Cloud, which is the largest private cloud setup in the Middle East region, has helped the telecom provider increase response rate by 300 percent in a time period of three months.
Chief Information Technology Officer of Etisalat Misr, Khalid AlMansouri said that the company has seen an outstanding result because of the implementation of the IVR solution which has exceeded expectations.
Genesys has named Etisalat Misr as the Best User of Outbound IVR Solution across the Middle East and Africa region. Etisalat Misr is a subsidiary of Emirati Etisalat Group which started its operations in Egypt in 2007. The telecom provider has been using the solutions provided by Genesys for more than five years.
“Given our strategic focus on customer experience and value increase, it is very critical to adapt a smart technology for customer touch points that is not only rich and well accepted by customers, but also flexible with optimum time to market.” said Amr Fathy, IT director, Customer & Partner Management, Etisalat Misr.
The outbound IVR technology allows an organization to proactively and automatically engage customers through multiple channels such as automated voice calls, SMS, email or social media posts with personalized communication.
Some of the benefits of this solution include: easy management tools, handling of unlimited number of daily calls, real-time monitoring and reporting, lower costs and easy deployment.
“Smart businesses know that it is far less costly to retain a customer than it is to gain one,” said Mohamed Afifi, Managing Director of Genesys in the Middle East. “The best way to do that is to anticipate customer needs and proactively deliver pertinent and timely information through alerts and notifications using the customers’ preferred communication channel.”