Muscat, 30 September 2026: Omantel, in collaboration with Infoline, has recently launched a new sign language video support service for its contact centre, making its services more inclusive and accessible to people with hearing disabilities.
The service enables customers with hearing disabilities to communicate directly with customer service agents through video calls, receive support, enquire about services and submit requests using sign language.
Commenting on the initiative, Eng. Aladdin bin Abdullah Baitfadhil, Chief Executive Officer of Omantel, said: “At Omantel, we believe the true value of technology lies in its ability to address real needs, remove barriers and enhance how people access and experience essential services. The launch of the sign language video support demonstrates how we translate our digital capabilities into practical, human-centered solutions that advance inclusion, promote independence and elevate customer experience.
He added: “Empowering communities and advancing digital inclusion are central to Omantel’s approach to social responsibility. We will continue to harness technology and innovation to anticipate evolving community needs, deliver more accessible and inclusive services, and develop solutions that enhance everyday experiences and quality of life. Through these efforts, we aim to enable greater participation and contribute to a more inclusive and empowered digital society.
Hamad Al Ghabshi, Chief Executive Officer of Infoline, said: “The Omantel contact centre is a strong reflection of Infoline’s expertise in managing and developing integrated customer experience operations that bring together people, operational capabilities and advanced technology. Through our longstanding partnership with Omantel, we continue to evolve the contact centre by introducing solutions and channels that enhance customer experience through seamless, efficient and inclusivity. The sign language video support is a meaningful addition to this ecosystem that demonstrates how thoughtful innovation can address diverse customer needs and enable more equitable access to services.
He added: “The expertise and proven operating models developed through large-scale projects such as the Omantel contact centre provide a strong foundation for Infoline’s continued growth as an integrated customer experience partner. By bringing together people, technology and processes, we support organisations in designing, managing and enhancing customer experiences that transform every interaction into meaningful value for both customers and organisations”
The new service aligns with Omantel’s social responsibility strategy, which prioritises community wellbeing and empowerment. It reflects the company’s commitment to harnessing technology to create meaningful and lasting social impact by advancing digital inclusion and enabling people with hearing disabilities to access its services more easily and independently.
The service provides a direct and convenient visual communication channel with the Omantel contact centre. Customers can connect through video calls with agents trained in sign language and receive support across a range of services, from general enquiries and service requests to submitting and following up on complaints, providing a more accessible and independent way to use Omantel services.
Designed by Infoline to deliver a seamless and flexible customer experience, the service can be accessed through smartphones, tablets and the Omantel website, allowing customers to use the channel that best suits their needs. The service has also been integrated into Omantel’s contact centre ecosystem, ensuring that requests are managed and followed up in line with established procedures while maintaining a consistent experience across customer service channels.
The service has also been developed in line with the contact centre’s operational requirements, including the management and archiving of service-related materials and video content in accordance with established policies and procedures. This supports efficient operations, effective service management and continuous improvement.
The launch marks another step in Omantel and Infoline’s shared commitment to developing customer experiences that respond to the diverse needs of society. By continuing to combine technology, operational expertise and human-centred service design, the two companies aim to remove barriers, empower customers and ensure that digital progress translates into meaningful and lasting value for all.
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Source: Omantel Press Release
