The Customer Innovation Awards programme competition recognises outstanding companies for their use of technology to deliver innovative customer service in highly dynamic environments. Etisalat was presented with its award at the G-Force event held in Barcelona last week.
Etisalat Egypt was selected for a Customer Innovations Award because it created one of the worldâs most advanced multimedia contact centers, combining video, voice, and SMS, with voice recognition, avatars, and other advanced self-service choices. This IVR and video call centre technology provided by SpeechStorm and Genesys respectively enabled the fast growing telecommunications provider to provide its seven million Egyptian customers with live agent interaction via their video enabled mobile phones 24-hours a day.
SpeechStorm has played a pivotal role by providing the self-service application that greets customers when they access the service. This includes a range of commonly used features such as retrieving the phone un-lock code and getting access to billing and balance information, all available in both in English and Arabic, with the ability for the customer to change his or her language preference instantly on the call. The SpeechStorm application also enables Etisalat to deliver up-to-the minute promotional content, including tariff plan details and current offers in audio and full-motion video.
Using Genesysâs video call centre solutions Etisalat customers can now talk face-to-face with agents making customer care more friendly. Customers can switch with ease from the video self service system direct to a live agent dramatically improving the customer experience.
Damian Kelly is SpeechStormâs Director for Video IVR and comments. âWe launched our Video IVR applications earlier this year and Etisalat is our first major customer to deploy the technology. The benefits that it is delivering to their customers are considerable. The video self service system is highly intuitive and overcomes traditional audio touchtone service barriers and combined with speech recognition it is even quicker. Customers just say which option they want without having to press their option into the phone.â Damian continues, âEtisalatâs first contact resolution has reached 98% which means that almost every call is processed to the customerâs satisfaction on their first call!. We are delighted that this truly world class service has been recognised as a top innovator in customer service.â