About 60% of the Saudi population is under 25 years old. Yet, legacy contact center challenges made it hard for STC to engage digitally. Now, with Genesys omnichannel engagement capabilities, agents can see full contact histories across all channels; voice, web, SMS chat, email, and social media.

Productivity per agent has more than doubled with customers enjoying higher-quality interactions and faster service. Moving to a single platform has also helped STC to greatly reduce training costs.

Digital influencers and other high-value customers are transferred directly to dedicated agents. First contact resolution has climbed to 85%, while web chat target performance improved by 62%. NPS increased by 21%, with customer satisfaction up 11%, fueling a 5% rise in survey responses.

Benefits:

  • Raised NPS by 21%
  • More than doubled agent productivity
  • Increased social interactions by 25%

“We’ve grown social media traffic by 25%, while simultaneously reducing agent staffing costs by 15%.”

Riyadh Alonazi
General Manager, Customer Care Centers
Saudi Telecom Company

Challenges

  • Unify customer interactions across all channels
  • Realize the efficiency of blended agent capabilities
  • Transform and grow digital presence