In line with its Strategic digital Transformation Goals, Omantel, the Sultanate's first & leading telecom services provider, has announced the launch of its Service Operations Centre (SOC), which adopts a service-centric approach towards 24x7x365 real-time service quality monitoring and proactively enhancing customer experience.
Omantel's (SOC), a fundamental transformation initiative, is a joint venture with leading telecom service provider Huawei & Ericsson. As a strategic partner with Omantel, Huawei has provided a SOC platform to offer a big data capability, which is leading the industry standard based on Huawei's global best practices experience. The launch of SOC is the latest development in a long partnership between Ericsson and Omantel. This partnership will continue to leverage Ericsson's global expertise and capabilities in technology innovation. Through this partnership, Ericsson will provide locally managed service teams to support Omantel with 24/7 service monitoring to assure network service quality management results.
The SOC acts to take quick and proactive actions on issues before they are faced and reported by the customer. To achieve this, it operates around-the-clock monitoring and detecting any service-related issues and then providing accurate time tracking and immediate action to maintain a high quality of network services, like roaming, social media services, streaming, etc. This action aims to enhance customer experience through Omantel’s important touch-points like its Call Centre and customer feedback.
Elaborating on the SOC, Omantel has stated that the Centre is more than a service enhancement tool and calls it an integral part of the Company’s Strategic Digital Transformation Goal. It is directly aligned with the Oman Vision 2040 that emphasizes creating sustainable economic growth through innovation and development. This Strategic Digital Transformation involving SOC gives the Company a 360-degree perspective of service performance and related customer issues, which previously were being addressed to the SOC by telecom operators solely from a network-centric angle and based on customer complaints. The SOC shifts that perspective to make it a holistic one that addresses issues through a service-centric approach.
The SOC is just the beginning of further enhancing service-centric efficiency and comprehensively enriching customers' experience. It has been designed to achieve improved Network Service Quality Key Performance Indicators (S-KPI's & S-KQIs) results with a precise step-by-step approach. Starting from target setting, platform deployment, use case development, implementation, and validation/revalidation. This is an important landmark for Omantel as it enhances its capabilities in line with 5G and upcoming various new services as part of the 5G ecosystem.
Eng. Said Abdullah Al Ajmi, VP Operations at Omantel, says: "In line with Oman Vision 2040 and our broader strategic goals to enhance our customers' experiences with a service-centric approach, Omantel and its partners share a common vision to improve constantly. We are pleased to launch the Service Operations Centre in Muscat. The advanced monitoring of our network service quality will continue to enhance our offering to consumers, enterprise, and industry in Oman."
Commenting on the same topic, Mr. Robin Chen, CEO, Huawei Oman, said, “we have successfully delivering our state of the art Customer Experience & Services Quality Management solution, the SOC Platform to Omantel, under Services Assurance for Technology engagement, is part of the long term commitment to our strategic partnership. This platform enables Omantel to assure the services quality and customer experience proactively and transforms the operations towards becoming customer-centric. We worked with Omantel’s teams untiringly during the pandemic to deliver this platform in time”.
Abdullah Al-Balushi, Country Manager of Ericsson Oman, says: “We are proud of this latest Managed Services milestone with Omantel. The launch of the Service Operations Center will help Omantel in their transformation and 5G journey. Regional communication service providers like Omantel are enhancing their capabilities in line with 5G, thanks to innovative operations. Ericsson has continuously strived to ensure our data-driven solutions power intelligent mobile networks allowing us to become an enabler of new revenue opportunities for partners like Omantel.”
As recently as last year, Omantel has selected Huawei to manage Customer quality experience in addition to its 5G network deployment and Ericsson to manage its nationwide multivendor network in a multi-year partnership. Both Vendor's hardware and software products and solutions will enable Omantel to expand coverage while simultaneously providing a network fit for the 5G future services.Omantel is the Sultanate’s first and leading integrated telecommunications services provider, enabling the digital society to flourish, allowing new ways of doing business and delivering a world of information, news and entertainment. While striving to ensure optimum customer satisfaction, Omantel plays a key social role to provide the required support and subsidy to all sectors of the Omani society.