Jawwal

As a leading mobile operator Jawwal is always looking to innovate. Taking customer experience to the next level meant replacing IVR functionality that was limited and hard to integrate with back-end systems.

Switching to the Genesys Voice Platform allowed Jawwal to take control of services in-house. Now, the company’s ingenious developers use Genesys Composer to rapidly create self-service tools.

Voice applications are deployed 50% faster, saving money and freeing up resources to focus on other tasks. More customers self-serve than ever before, while staff satisfaction is up by 80%.

Benefits

• 40% increase in customer self-service levels
• 80% improvement of employee satisfaction
• 70% reduction in technical faults

Challenges

• Improve customer service
• Reduce administration overhead

Solutions

• Genesys Voice Platform
• Genesys Administrator
• Genesys Composer