Ooredoo Group Enhances Customer Experience with New Solutions in Artificial Intelligence, Machine Learning and Fraud Protection, AI, Analytics and Automation

To improve customer experience and service quality, Ooredoo Group has announced a joint agreement with international communications company BICS to create an innovative voice business model that will deliver new solutions in areas such as artificial intelligence, machine learning and fraud protection.

The voice traffic agreement, which aligns with Ooredoo Group’s strategic commitment to improve customer experience and service quality for businesses and consumers, is the first such partnership of its kind in the region.

Aziz Aluthman Fakhroo, Managing Director and Group CEO, Ooredoo, said: “For Ooredoo, this partnership is about reducing complexity and anticipating the needs of a new communications ecosystem. We are committed to investing in innovation, technology and people to ensure that we can offer our customers the best possible products and services in all our markets.”

Effective immediately, the agreement will include a phased implementation plan for Ooredoo Group’s operating companies across its global footprint, to be rolled out in the second half of 2022. Ooredoo Group will partner with BICS for voice traffic both within and outside the Group’s operating companies. An important element of the first phase of the implementation plan is the establishment of a dedicated team of specialists to share insight, expertise and resources between the two organizations and ensure a strong focus on customer experience.

“This is an innovative partnership that underlines the commitment of both Ooredoo and BICS to drive market-leading growth in this evolving telecommunications landscape,” said Guillaume Boutin, Chairman of the Board of Directors of BICS and CEO of Proximus, the parent company of BICS. As the voice market consolidates, it becomes increasingly important to provide future-proof quality, stability and protection to both operator networks and subscribers. I am confident that by combining the strengths of BICS and Ooredoo in this area, we will achieve significant returns for both subscribers and operating companies.”

The new partnership reflects Ooredoo Group’s strategic commitment to investing in technology and partnering with leading technology providers to drive customer experience improvements and deliver transformational digital experiences for its customers.

Sheikh Mohammed Bin Abdulla Al Thani, Deputy Group Chief Executive Officer and CEO of Ooredoo Qatar, said: “We are continuously looking for opportunities to further improve the customer experience and strengthen our core services. Building on the strong international base of each organization , our partnership with BICS in International Voice enables us to achieve both and ensure we can meet and exceed our commitments to customers in the years to come.”

We are proud to support Ooredoo’s forward-looking efforts to innovate in customer experience through digitization, playing a cornerstone role in the region as Ooredoo’s trusted communications partner. Our relationship with the various operating countries has been diligent for years. By bringing this relationship to Group level, together we will expand BICS’ services and partnership to a consistent level across all operating companies, while building on Ooredoo’s strong position in this important market,” said Matteo Gatta, CEO of BICS.

While the agreement focuses on voice traffic – with guaranteed high voice quality to the full range of BICS destinations worldwide – Ooredoo Group will also have access to the very latest new technology that will enable the expansion of several elements of the ICT provider’s business. and, in turn, enable further improvement of the customer experience.

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