• +1.888.436.3797
  • Support
  • Status
  • Company
  • Genesys Login
  • Search
  • Solutions
    • Customer Service
    • Marketing
    • Sales
  • Platform
    • PureCloud
    • PureConnect
    • PureEngage
    • What’s New
  • Customer Experience
    • Better Results
    • Innovations
    • Customer Success
  • Resources
    • Resources
    • Events
    • Webinars
    • Customer Stories
    • Partners
    • Capabilities
    • Blog
    • Newsroom
    • Glossary
Home > Customer Stories > Mobily

Mobily

Lifts back-office control to another level, improving productivity and service

Request a demo

Try for free

Contact us

Request a quote

Before, Mobily manually distributed Siebel service requests and lacked visibility into the workloads, capacity and average handle times. So it was difficult to prioritize work correctly. Agents would also cherry pick and complete the simplest tasks first, resulting in degrading service levels and customer experience.

With Enterprise Workload Management, Mobily back-office operations now run like clockwork. Incoming requests are prioritized automatically and routed to the best skilled agent. With performance stats at their fingertips, supervisors can reassign resources on the fly and have time to coach team members.

Mobily customers don’t wait for responses, and agents now multitask. The system alerts supervisors to any unresolved cases before they can jeopardize the SLAs. The end result is fairer and more transparent work allocation for employees, fewer complaints and higher-quality outcomes for customers.

Benefits

  • Increased SLA achievement from 75% to 92%
  • 35% improvement in customer satisfaction
  • 10-month financial payback
Mobily

Challenges

  • Improve visibility into workloads and agent performance
  • Optimize work prioritization and distribution

Solutions

  • Genesys Workload Management
Read the customer story

“Satisfaction has rocketed from 40% to 75%. And we manage very differently now. We do everything in real time and no longer have to make decisions based on yesterday’s data.”

Sary Shukry, Head of Operation Development, Complaint Management, and Mobile Number Portability Mobily

Company

  • Newsroom
  • Social Responsibility
  • Leadership
  • Contact Us

Solutions

  • Customer Service
  • Marketing
  • Sales
  • Partners

About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

  • +1.888.436.3797
  • Support
  • Careers
  • Select Region
  • Site Map

Copyright © 2019 Genesys. All rights reserved. Terms of Use | Privacy Policy | Email Subscription