Page 9 - SAMENA Trends - October 2019

FEATURED SAMENA TRENDS

Q. How are Etisalat’s digital capabilities Software robots are supporting back Q. What can you tell us about Etisalat’s
changing the customer experience? office agents to complete repetitive tasks international footprint and future
about 70 percent faster making sure that expansion plans?
A. Customer experience remains at the along with the robots work is carried out
core of everything we do, Etisalat is now efficiently. A. Currently, Etisalat’s international
looking at 5G to harness technologies portfolio spans over 16 countries in
to provide a customised and connected The centre has software robots performing Asia (Pakistan and Afghanistan), Middle
consumer experience by unifying data, hundreds of thousands of autonomous East (Saudi Arabia and UAE) and Africa
taking advantage of AI-powered insights transactions in Etisalat’s Business Care (Morocco, Egypt, Mauritania, Mali, Gabon,
and create personalised consumer and Order Management back office Burkina Faso, Benin, Cote d’Ivoire, Togo,
experiences. functions. Niger, Central African Republic and Chad)
Robotic process automation within With 5G, such a centre will get a further Our geographic footprint today continues
Etisalat delivers automated solutions for boost to address the evolving needs of our to present substantial opportunities. As
greater efficiency and enhanced customer customers, with services improving overall a group we have always acted diligently
experience. This was part of our endeavour efficiency, speed and accuracy of our to protect the long-term interests of
to bring digital transformation across our back office team, with the aim of further our shareholders by optimising and
services. The ‘Robotic Center of Excellence’ enhancing customer satisfaction. maintaining a healthy business portfolio
focuses on performing monotonous tasks and continue to seek good opportunities
more accurately, securely and reliably. Etisalat has also worked closely with to grow as a company.
Customer experience financial entitites to make the best use of Maroc Telecom recently acquired
technology by bringing in flexibility and
remains at the core of enable a cashless economy. The launch of 100 percent of Tigo Chad and Onatel
everything we do, Etisalat eWallet, a new digital payment service is successfully launched 4G services in
is now looking at 5G to aimed at empowering UAE customers with Burkina Faso.
safe, convenient and a flexible payment
harness technologies solution using a mobile device. With our vision focused on ‘Driving the
to provide a customised 5G network and technologies will also Digital Future to Empower Societies’,
Etisalat is bringing digital transformation
and connected consumer transform the entertainment industry with across our entities, business and services.
experience by unifying fast download speeds, users can now enjoy Etisalat Digital’s recent acquisition of
seamlessly watching 4K and 8K videos on
data, taking advantage their 5G enabled connected devices. 5G Help AG will accelerate the growth of both
of AI-powered insights will also facilitate and improve the gaming companies whilst enriching Etisalat’s
and create personalised experience on the network, online and cybersecurity services. This acquisition is
in line with Etisalat’s strategy to enhance
cloud boosting the development of VR and
consumer experiences. AR gaming devices. and diversify the Etisalat Digital portfolio.

9 OCTOBER 2019