Virgin Mobile Saudi Arabia, Genesys partner to enhance digital services
The company is keen to provide innovative solutions to enhance their customer service, which will improve customer communication
Virgin Mobile Saudi Arabia has announced Genesys will provide a digital services centres to help its customers and also facilitate their communication with operations with minimal effort.
The partnership will see Virgin Mobile Saudi Arabia strengthen the trust between themselves and its customers, through the unification of the company's points and communication channels, including their accounts on social networks.
Previously, operators depended on the call centre as a tool to respond to customer requests whereby the customer is walked through an automated voice menu to reach a call agent who will then attend to his request. However, this new process aims to reduce branch traffic and shorten the steps of contact between them and their clients.
Genesys provides a consolidated solution called "specialised call groups" where the agent taking the call has a wider knowledge of the issue or problem and can give the best advice solving it. Additionally, the move will enable the company to increase their efficiency while growing profitability rates.
Fouad Halawi, CEO of Virgin Mobile Saudi Arabia, commented: "Digital Transformation is affecting all of our society in light of the ongoing and rapid developments. This leads us to create effective solutions that keep pace with these changes in order to offer the best innovative services that befit the aspirations our customers."
"We are proud to collaborate with Genesys because it demonstrates our commitment to communicate across multiple digital channels to strengthen our relationship with our customers and help them in the best way possible," he added.
Virgin Mobile Saudi Arabia is the first to adopt this initiative among the subsidiary of Virgin Group companies.